Use cases · Healthcare

WhatsApp for clinics, hospitals and diagnostic labs

Handle appointment requests, report queries and reminders on the WhatsApp number patients already use

How clinics, hospitals and diagnostic labs in India use Awaaz for WhatsApp appointment requests, test price enquiries, report-ready notices and visit reminders, with a shared inbox for the front desk.

The problem

Reception phones ring all day with the same questions: doctor timings, test prices, fasting instructions, whether reports are ready. Patients prefer WhatsApp, but one phone can't be shared by three receptionists, and nobody knows who replied to whom.

How Awaaz helps

  • All patient chats come into one shared inbox. Each chat can be assigned to a receptionist, with internal notes, so two people never answer the same patient.
  • Keyword workflows answer the routine questions instantly: doctor timings, address and map, test preparation instructions.
  • The AI agent answers test prices and package details from your rate list, and hands anything clinical to the team. It never gives medical advice of its own.
  • Template messages send report-ready notices and appointment reminders, approved by WhatsApp in advance.
  • Requests for a callback are assigned to a person with the patient's details and preferred time.

What it looks like

Customer: What is the price of a full body checkup?

AI agent: Our Full Body Checkup (72 tests) is ₹1,999 and includes a free home sample collection in the city. Please fast for 10 to 12 hours before the test. Shall we arrange a collection?

Customer: My father has chest pain since morning, which test?

AI agent: Please don't wait: chest pain needs a doctor's attention right away. I'm passing this to our team now, and you can call us directly on 0172 XXX XXXX.

Set it up

  1. Connect the clinic's WhatsApp number and invite your receptionists.
  2. Set business hours and a closed message for nights and Sundays.
  3. Add keyword answers for timings, location and preparation instructions.
  4. Upload your test rate list for the AI agent, and set it to hand over anything about symptoms or treatment.

What changes

  • Routine questions are answered instantly, and the desk handles the ones that need a person.
  • Every patient chat has an owner, with a history the whole team can see.
  • Reports and reminders go out as WhatsApp messages patients actually read.

Features used

Shared inbox with assignment and notes · Keyword workflows · AI agent with hand-over rules · Approved template reminders · Business hours and closed message

Questions

Does the AI give medical advice?
No. You set hand-over rules so anything about symptoms, treatment or medicines goes to your team. The agent answers practical questions like prices, timings and preparation.
Can several receptionists use the same number?
Yes. Everyone works from the shared Awaaz inbox on the same WhatsApp number, with chats assigned so nothing is answered twice.

Start free trial Try it on your own WhatsApp number, free for 14 days.

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