What patients ask a clinic
Most messages a clinic gets are front-desk questions, the same ones every day:
- Are you open on Saturday? What time do you close?
- How much is a consultation, a cleaning or a check-up?
- Do you take my insurance?
- Where are you, and where do I park?
- Is Dr Tan free next week? Can I move my appointment?
- What should I bring to my first visit?
Every one of these can be answered from information the clinic already publishes, which makes them a good fit for an AI agent trained on the clinic's own pages.
What to automate, and what to hand over
| Let the AI answer | Hand to a person | Keep off WhatsApp where your rules require it |
|---|---|---|
| Opening hours and closed days | Billing questions and disputes | Symptoms and medical history |
| Prices from your price list | Complaints | Test results |
| Insurers you accept | Anything the patient is worried about | Prescriptions and medication |
| Directions and parking | A patient asking for a person | Remote consultations |
| Booking, moving and cancelling | Exceptions to your policies | Photos of a condition |
The middle column needs a person; the last column needs a different channel altogether, such as your patient portal, a phone call or a visit, depending on the rules where you practise.
WhatsApp's own rules for health
- Health information: WhatsApp's Business Messaging Policy says not to use WhatsApp for telemedicine or to send or request health information where applicable rules prohibit sharing it with systems that don't meet heightened requirements for health data.
- Medical products: medical and healthcare products are on its list of restricted goods and services, so don't sell or promote them on WhatsApp.
- A way to reach a person: automated replies must come with a prompt, clear and direct way to reach a human, such as a transfer to a person in the chat, a phone number or an email.
- Opt-in: you may only message patients who have given you opt-in permission to contact them on WhatsApp.
Health data and privacy
Health data is treated more strictly than other personal data almost everywhere. Under the GDPR it's a special category whose processing is prohibited unless an exception applies, such as explicit consent or the provision of health care under a duty of professional secrecy. Other countries have their own rules, such as HIPAA in the United States. GDPR: Article 9
- Don't ask patients for health details in the chat: ask for a name and phone to book, nothing about why.
- Name appointment types neutrally, such as “Consultation” or “Hygiene visit”, rather than after a condition.
- Tell the AI agent not to give medical advice and to hand any clinical question to your team.
- Check with your own adviser how your rules apply to WhatsApp and to the tools connected to it.
Emergencies
A chat is never the place for an emergency. Put the line “If this is an emergency, call your local emergency number straight away” in your agent's instructions, your WhatsApp away message and your website, and have the agent say it whenever someone describes something urgent.
Make sure the after-hours message tells patients where to go when you're closed, not only when you'll reply. WhatsApp greeting and away message generator
Bookings in the chat
Booking is where WhatsApp saves a front desk the most time. Offer a few real open times to tap, book the one the patient picks, and confirm it in the same chat. For new patients, many clinics prefer to confirm each booking by hand before it's final. How to let customers book appointments in a chat
Reminders the day before go out long after the patient's last message, so on WhatsApp they need an approved utility template. Keep them about the appointment only: the time, the place and how to move it. Meta: customer service windows · WhatsApp template messages
Setting it up in HeyKiko
- Step 1
Train it on your pages
Your treatments, prices, insurers, doctors, hours and directions, from your website or as documents.
- Step 2
Set its limits
In the agent's instructions: no medical advice, clinical questions go to the team, and the emergency line for anything urgent.
- Step 3
Hand over to your team
Patients who ask for a person, or questions the knowledge doesn't cover, go to the shared inbox with the whole chat.
- Step 4
Add appointment types
Neutral names and their lengths, your hours and rules, Google Calendar for busy times, and confirm by hand if you prefer.
- Step 5
Keep lead details minimal
Name and phone only: no health fields in your lead capture.
HeyKiko doesn't send appointment reminders yet; patients are told in the chat when a booking is confirmed, moved or cancelled. HeyKiko for clinics
Sources
Checked on 5 November 2026. We make HeyKiko, which this guide uses as its example; Meta’s rules apply to every tool.
