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Waaru
Administrative use only

Waaru is not a clinical decision system.

Do not use automated workflows for diagnosis, treatment recommendations, emergency triage, or unsupervised clinical advice.

WhatsApp for clinics

Coordinate the appointment. Keep clinical decisions with people.

Use structured WhatsApp steps for appointment requests, confirmations, reminders, rescheduling, and report-ready notices. Keep consent, booking state, and front-desk ownership visible throughout the conversation.

In one line

Clinic automation should coordinate access and administration, not diagnose or prescribe. A good workflow captures the request, confirms a real slot, records consent, and hands exceptions to qualified staff.

No credit card. No commitment.

Tie the reminder to the booking and consent state.

The appointment reference, selected slot, message purpose, and assigned owner should move together so a reschedule or cancellation changes the same record.

Appointment #CL-1842

Tuesday, 11:30 AM · Front desk owner assigned

Booked

Consent recorded

24h reminder

Template queued

Patient reply

Confirm / change

Clinical advice stays with qualified staff. The workflow coordinates the appointment and preserves consent and handoff context.

The problem

Manual coordination creates more states than staff can see.

A patient may request a slot, receive a different time, ask to reschedule, or reply after the front desk closes. Without one booking state and conversation owner, reminders can go to cancelled appointments and staff repeat the same questions.

  • Available slots are copied across calls, WhatsApp, and booking tools.
  • Confirmation, reminder, cancellation, and reschedule states diverge.
  • Administrative and clinical messages are mixed in one queue.
  • Consent for one purpose is incorrectly reused for another.

Collect the minimum useful appointment details.

Ask for location, department or service, preferred date, and a contact name. Avoid collecting medical history when it is not necessary for scheduling. Present only slots from a verified calendar or send the request to the front desk for confirmation.

Make confirm, change, and cancel explicit.

A reminder should let the patient confirm, request another slot, cancel, or contact the clinic. Update the same appointment state and stop further reminders after cancellation. Keep a person responsible for ambiguous replies.

Use report-ready notices without exposing results.

Tell the patient that a report is ready and provide the clinic's approved retrieval route. Do not place diagnoses, sensitive results, or unverified download links into a generic template.

Separate administrative automation from care.

Symptoms, adverse events, emergencies, medication questions, and treatment decisions should route to the clinic's defined human process. The WhatsApp workflow can preserve the thread and urgency marker, but it should not answer beyond its administrative scope.

Measure whether coordination improved.

  • Time from request to confirmed slot
  • Reminder delivery and confirmation rate
  • Reschedules completed without duplicate bookings
  • Cancelled appointments removed from reminder queues
  • Exceptions waiting for front-desk or clinical review
FAQ

Questions worth answering.

Yes. A WhatsApp Flow or guided workflow can collect the appointment request and offer verified slots. The booking should be confirmed against the clinic's current calendar or by authorised staff.

Sources & references

Sources backing the claims on this page.

  1. WhatsApp's business messaging policy governs user control and acceptable business messages.

    WhatsApp Business Messaging Policy Accessed 8 August 2026

  2. Meta documents WhatsApp Flows as structured experiences inside WhatsApp.

    Meta for Developers Accessed 8 August 2026

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