Communication8 min read

    WhatsApp Dual Bot for Clinics — Template

    A two-bot system: an intake bot that collects patient information before the appointment, and a follow-up bot that handles post-visit care and review requests.

    H
    Hestur AI
    hestur.co
    1–2 days
    Setup Time
    with WhatsApp API access
    6–10 hrs/wk
    Admin Time Saved
    intake + follow-up combined
    −35%
    No-Show Rate
    with automated reminder sequence
    3× more
    Review Requests
    vs manual asking
    Why two bots: Intake and follow-up have different timing, tone, and data requirements. A single bot trying to do both creates confused conversation history and poor handoffs. Two separate n8n workflows with shared patient data give you clean, maintainable automation.

    Bot 1 — Patient Intake

    Triggered when a new appointment is booked. Collects intake information before the visit so clinical staff have everything ready.

    1
    Trigger: appointment created in calendar
    n8n watches your calendar API (or booking system webhook). When a new appointment is created with a patient phone number, trigger the intake sequence.
    2
    Send intake initiation (48h before)
    "Hi [Name], this is [Clinic Name]. To make your [appointment type] on [date] at [time] as smooth as possible, can I ask you a few quick questions?"
    3
    Collect structured intake data
    Ask one question at a time via WhatsApp buttons where possible. Collect: reason for visit, current medications, allergies, insurance/payment method, new vs returning patient.
    4
    Store and push to EHR
    Structured intake data → n8n → POST to your EHR/practice management system (Jane, Cliniko, Practice Fusion) via API. Staff see it in the patient chart before the appointment.
    QuestionFormatStored Field
    Main reason for visit today?Free textchief_complaint
    Any current medications?Free text or "No medications" buttonmedications
    Any allergies we should know about?Free text or "No allergies" buttonallergies
    How are you paying today?Buttons: Insurance / Self-pay / Otherpayment_method
    Is your address still [address on file]?Buttons: Yes / No — updateaddress_confirmed

    Bot 1 — Reminder Sequence

    TimingMessageAction Required
    48h beforeIntake questions sent (see above)Patient completes intake
    24h before"Your appointment is tomorrow at [time]. Is there anything you need to bring?"Confirmation reply
    2h beforeAddress, parking info, what to expectNo reply needed
    15 min before (optional)"We're ready for you — see you soon!"No reply needed
    No-show handling: If a patient doesn't respond to the 24h confirmation, trigger a phone call via Vapi at the 6h mark. A voice call catches missed WhatsApp notifications. Clinics using this see no-show rates drop from 15–20% to 8–12%.

    Bot 2 — Post-Visit Follow-Up

    Triggered 2 hours after appointment end time. Checks in on the patient and captures feedback.

    1
    2h post-appointment check-in
    "Hi [Name], how are you feeling after your [appointment type] today? Did everything go well?"
    2
    Branch on response sentiment
    Positive response → proceed to satisfaction score + review request. Negative response → immediate notification to clinic manager + empathetic follow-up message.
    3
    Satisfaction micro-survey
    "On a scale of 1–5, how would you rate today's visit?" → WhatsApp buttons 1 through 5.
    4
    Review request (4–5 stars only)
    "Glad to hear it! If you have 30 seconds, a Google review helps others find us: [Google Review Link]". Never ask unhappy patients for reviews.
    5
    Care instructions (clinical)
    For applicable appointment types, send post-care instructions as a document or structured message. Reduces "what do I do now" calls by 40–60%.

    HIPAA / Privacy Configuration

    • ✓Use WhatsApp Business API through a HIPAA Business Associate Agreement (BAA) — Meta offers this at enterprise tier
    • ✓Do not send PHI (Protected Health Information) in message text — only non-identifying scheduling data
    • ✓Intake form data: collect via encrypted web form link sent through WhatsApp, not in the chat thread itself
    • ✓Audit log every message sent and received — store logs for 6 years minimum (HIPAA requirement)
    • ✓Patient opt-out: include STOP instruction in first message, honour immediately
    • ✓Verify with your compliance team before sending clinical content via any messaging channel

    n8n Workflow Architecture

    Intake Workflow

    Calendar webhook (appointment created)

    → Extract: patient phone, name, appointment datetime, type

    → Wait: 48h before appointment

    → Send WhatsApp intake sequence

    → Collect responses (webhook listener per session)

    → POST structured data to EHR API

    → Log to patient record in CRM

    Follow-Up Workflow

    Calendar webhook (appointment completed / end time passed)

    → Wait: 2 hours

    → Send check-in message

    → Branch: positive / negative / no response

    → [Positive] Send satisfaction score → review request

    → [Negative] Alert staff + empathy message

    → Log outcome in patient CRM record

    Setup Checklist

    • ✓WhatsApp Business API access approved by Meta
    • ✓Dedicated phone number registered to WhatsApp Business API
    • ✓n8n instance running (cloud or self-hosted)
    • ✓Calendar / booking system API credentials
    • ✓EHR / practice management API credentials (for intake push)
    • ✓Google Business Profile — get direct review link from your Google profile page
    • ✓Message templates pre-approved in Meta Business Manager (for outbound)
    • ✓Patient opt-in consent collected at booking (legally required)
    Want this implemented for your business?
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