Handle appointment enquiries without missing a message
Most messages a clinic gets are the same few questions: are you open today, which doctor sits on which day, what is the consultation fee, where do I park. A flow can answer these with a menu of tappable buttons, so the patient gets an answer at once and your receptionist is free for the patients in front of her.
For appointment requests, a flow can ask for the patient's name, preferred doctor and preferred day as a short form. The answers are saved on the contact and the chat is assigned to your front desk team, who confirm the slot in your own booking system and reply.
- Start a flow from a keyword such as "appointment", from any incoming message, or from a tracked link or QR code printed at your reception.
- Keywords match in any language, including Hindi and Malayalam, so patients can write the way they normally do.
- Hand the chat to a person at any point. The full conversation is in the shared inbox, so nobody asks the patient to repeat themselves.
Chatzyn does not book into a calendar or connect to clinic management software out of the box. Your staff confirm the slot, or your own software can do it through the REST API on plans with API access.
An FAQ bot that answers from your clinic's own material
Upload your clinic's own text, FAQs or a page from your website: timings, doctors' schedules, fees, tests offered, what to bring, how to prepare. The AI bot answers from that library rather than from general knowledge, and hands over to a person when it cannot answer.
Write the bot's instructions so it stays on practical matters. Tell it not to give medical advice and to pass any question about symptoms, reports or medicines to your staff. Test it with real patient questions before you switch it on.
A patient's voice note is transcribed and answered too, which helps older patients who prefer to speak rather than type. AI replies are metered in credits, and one switch stops all AI spending.
Appointment reminders with utility templates
To message a patient first, WhatsApp requires a template that Meta has approved. Patients should have agreed to get WhatsApp messages from you, for example when they booked. Appointment reminders and follow-up reminders normally fall in the Utility category, which costs less than Marketing, and a patient who replies STOP is left out of later sends.
In Chatzyn you send a template to a segment, now or at a scheduled time, with per-person details such as the patient's name, doctor and time filled in from contact fields. Delivery, read and reply are reported per patient.
A simple routine: tag or update the patients booked for tomorrow, then schedule the reminder to that segment. If your own software holds the appointments, it can send the template through the REST API instead.
| Template category | Typical clinic use | Rate per message |
|---|---|---|
| Utility | Appointment reminder, report ready, follow-up date | ₹0.1150 |
| Marketing | Health camp announcement, new service offer | ₹0.8631 |
| Service | Your replies within 24 hours of the patient's message | ₹0.1150 after the first 1,000 free each month |
Rates are Meta's, checked 29 Oct 2026, and Meta decides a template's category. Chatzyn's own plan prices are on the Pricing page.
See also:Plans and pricing
Staff roles, business hours and reply times
Your receptionist, your billing desk and the doctor can all reply from the clinic's one WhatsApp number, each signing in with their own email. Nobody needs the clinic phone in hand.
- Invite people as owner, admin, agent or viewer. An agent sees the conversations that are theirs, not every chat in the clinic.
- Put staff in teams such as Front desk or Billing (more than one team on Growth and Pro). New chats go round-robin or to whoever has the fewest open chats, and a flow can send a chat to a chosen team.
- If you run more than one number, for example one per branch, you can restrict who may see or answer which number.
- Set your opening hours and a target for how fast you reply. A target set to count only open hours pauses overnight, and a chat that passes it is raised before the patient has to chase you.
- Quick replies with a /shortcut for the answers your staff type every day, and internal notes that the patient never sees.
What not to send on WhatsApp
WhatsApp is a good way to talk about appointments, timings and logistics. It is not the place for diagnoses, test results with clinical detail, prescriptions or anything else you would not want read on a shared family phone.
Keep templates free of medical details. A reminder can say a patient has an appointment with a doctor at a time, and a report message can say the report is ready for collection, without saying what it is or what it shows.
Chatzyn is a messaging and customer inbox tool. It is not a medical records system, so keep patient records in the system built for them, and check your own obligations under India's data protection law before you store health details anywhere.
Getting started
- Connect your clinic's WhatsApp number through Meta's own sign up under Settings, Channels. Where Meta makes Coexistence available, the WhatsApp Business app keeps working on the same number.
- Set your opening hours and reply targets under Settings, Hours and reply times.
- Invite your staff under Settings, Members and give each person a role.
- Build an enquiry flow from a ready-made flow, or set up the AI bot with your clinic's material.
- Submit a utility reminder template for approval, then schedule your first reminders.
Step-by-step help is in the Guides section.
See also:Setup guides
Questions people ask
Can WhatsApp send appointment reminders to patients automatically?
Yes, with a Meta-approved template, usually in the Utility category. In Chatzyn you schedule the template to a segment of patients with their name and time filled in, or your own software sends it through the REST API on plans with API access.
Can patients book an appointment on WhatsApp?
A flow can collect the patient's name, preferred doctor and day and pass the request to your front desk. Chatzyn does not write into a booking calendar, so your staff confirm the slot and reply.
Is it safe to send medical reports or prescriptions on WhatsApp?
Keep diagnoses, results and prescriptions out of WhatsApp templates. Use messages for appointments and logistics, and keep clinical records in a system built for them. Chatzyn is not a medical records system.
Can a chatbot answer patient questions for my clinic?
Yes. The AI bot answers from the material you upload, such as timings, fees and doctors' schedules, and hands over to your staff when it cannot answer. Instruct it not to give medical advice.
Can several staff members use the clinic's WhatsApp number?
Yes. Each person signs in with their own email and replies from the clinic number in a shared inbox, with roles that limit what each person can see.
Can I keep using the WhatsApp Business app on my clinic number?
Where Meta makes Coexistence available for your number, yes. The app keeps working on the same number while Chatzyn handles automation and the team inbox.
How much does WhatsApp automation for a clinic cost?
There is your Chatzyn plan, which starts with a free trial, and Meta's per-message charge for templates. A utility reminder in India costs Meta's rate of ₹0.1150. See the Pricing page for plans.