Front-desk automation playbook

Copy-ready, non-clinical scripts. Replace the {placeholders}. Use only WhatsApp templates approved on your WhatsApp Business account for automated sends, and get consent before messaging.

Missed-call follow-up flow

0–5 min: auto WhatsApp "Missed call" message.
Within 1 hour: staff call back; log outcome.
Same evening: if unreachable, send "New enquiry" with a callback question.
Day 2: one more call attempt; then mark lost with reason.
Weekly: review missed-call → consult conversion.

Enquiry-to-consult script (call)

Greet, give your name and clinic.
Ask how they heard of you, and what they'd like help with (no diagnosis).
Explain the first-consultation process, what to bring, and the fee.
Offer two specific slots; confirm on WhatsApp.
Send day-before reminder.

WhatsApp templates

New enquiry (first reply)

Hello {name}, thank you for contacting {clinic}. I'm {staff} from the front desk. To guide you to the right consultation, may I know a good time to call you today?

नमस्ते {name}, {clinic} से संपर्क करने के लिए धन्यवाद। मैं फ्रंट डेस्क से {staff} बोल रही/रहा हूँ। सही परामर्श तय करने के लिए, आज आपको कॉल करने का कौन सा समय ठीक रहेगा?

Missed call – instant WhatsApp

Hi, we just missed your call at {clinic}. Sorry about that! Reply here with your name and question, or tell us a time to call back.

नमस्ते, {clinic} पर आपकी कॉल छूट गई, क्षमा करें! अपना नाम और सवाल यहाँ लिखें, या बताएं कब वापस कॉल करें।

Consultation booking confirmation

Your consultation with {doctor} is confirmed for {date} at {time}. Address: {address}. Please bring previous reports and an ID. Reply C to confirm or R to reschedule.

{doctor} के साथ आपका परामर्श {date} को {time} बजे तय है। पता: {address}। कृपया पुरानी रिपोर्ट और पहचान पत्र साथ लाएँ। पुष्टि के लिए C या बदलने के लिए R भेजें।

Reminder – day before

Reminder: your appointment at {clinic} is tomorrow, {date} at {time}. Reply R if you need to reschedule.

याद दिलाना: {clinic} में आपकी अपॉइंटमेंट कल, {date} को {time} बजे है। बदलना हो तो R भेजें।

Cost question (route to counsellor)

Costs depend on the plan your doctor recommends after consultation. Our counsellor can share a written estimate. Shall I book a short call with them?

खर्च परामर्श के बाद डॉक्टर द्वारा सुझाई योजना पर निर्भर करता है। हमारे काउंसलर लिखित अनुमान दे सकते हैं। क्या उनसे एक छोटी कॉल बुक कर दूँ?

Medical question (safe deflection)

That's a good question for your doctor, and we don't want to guess on WhatsApp. I'll pass it to the clinical team, or you can call {phone} for urgent concerns.

यह सवाल डॉक्टर के लिए है, WhatsApp पर अनुमान लगाना ठीक नहीं। मैं क्लिनिकल टीम को बता दूँगा/दूँगी, या ज़रूरी हो तो {phone} पर कॉल करें।

No-show follow-up

We missed you today at {clinic}. Would you like to pick a new slot? Reply with a convenient day.

आज {clinic} में आपसे मुलाकात नहीं हो सकी। क्या नया समय चुनना चाहेंगे? सुविधाजनक दिन बताएं।

FAQ

Can front-desk staff answer medical questions on WhatsApp?

These scripts route all medical questions to the clinical team. The front desk handles scheduling, logistics and costs routing only.

Are these WhatsApp templates pre-approved by Meta?

No. Submit your own versions for approval in WhatsApp Business Manager before using them for automated or out-of-window messages.