Twenty WhatsApp templates for clinics: from first enquiry to six-month recall
A clinic's WhatsApp follows a cycle: enquiry, booking, preparation, reminder, visit, aftercare, results, recall. Each step has a message, and none of them should contain medical advice. Here are twenty templates for the cycle, marked by who sends them.
Quick answer
Use templates for the front-desk cycle: enquiry reply, booking, confirmation, preparation, reminder, running late, post-visit care as written by the clinician, results-ready notification (never the result itself), and recall. Keep every message free of diagnosis or advice; the clinician's instructions are quoted, not interpreted. An AI agent can send the enquiry, booking, confirmation, preparation and reminder messages from your knowledge; results and clinical follow-ups are sent by staff.
The twenty
Enquiry (agent): Hi, this is the Bright Smile Dental assistant. I can help with services, prices and booking. Are you looking to book, or do you have a question about a treatment? Price question (agent): Scaling and polishing is RM 150 per visit, about 30 minutes. Would you like a slot this week? Booking (agent): I have Thursday 3pm or Saturday 10:30am with Dr Lim. Which works? Confirmation (agent): Booked: scaling and polishing, Saturday 14 Sept, 10:30am, Dr Lim, Jalan SS2 (map: [link]). Reply YES to confirm. Preparation, general (agent): Please arrive 10 minutes early with your IC. Parking is on level 2. If you take any regular medication, bring the list. Preparation, procedure (agent, quoting the clinician's note): For your extraction on Saturday: eat a light meal beforehand, and arrange someone to drive you home. Full instructions from Dr Lim: [document]. Reminder (agent): Hi Aisha, a reminder of your appointment tomorrow, Saturday 10:30am, with Dr Lim. Reply YES to confirm, or tell me if you need to move it. Running late, patient (agent): No problem. We can hold your slot until 10:45; after that we may need to rebook. Let me know. Running late, clinic (staff): Apologies, Dr Lim is running about 20 minutes behind. We'll message when to come in. Post-visit care (staff, quoting the clinician): Thanks for coming in, Aisha. Dr Lim's aftercare: [instructions as written]. Anything unusual, message us and the clinic will reply. Symptom question (agent): That's something Dr Lim will need to assess. I can book you in Thursday 3pm or Saturday 10:30am, or if it's urgent please call [number]. Results ready (staff): Hi Daniel, your results are ready. Dr Lim would like to go through them with you; can you come in Tuesday 2pm or Thursday 11am? Results question (agent): I can't discuss results here, but I can book you a time with Dr Lim to go through them. Tuesday 2pm or Thursday 11am? Recall (staff, once): Hi Mei, it's been six months since your last check-up. Would you like to book one? Reply with a day that suits, or STOP if you'd rather not receive reminders. Missed appointment (staff): We missed you today, Aisha. No problem; would you like to rebook? Thursday 3pm or Saturday 10:30am. Deposit reminder (agent): Your whitening appointment is held with a RM 100 deposit, due by Thursday. Pay by [link]; without it the slot is released Friday. Insurance question (agent): We're on the panel for [insurers]. Bring your card and IC; we'll handle the claim form at the desk. Emergency (agent): If this is an emergency, please call [number] now. If you can wait, I can book the first available slot. Feedback (staff): Thanks for visiting today. If you have a minute, a short Google review helps others find us: [link]. Opt-out acknowledgement (agent): Understood, you won't receive reminders from us. Message any time if you need an appointment.
The boundary in every message
- Quote the clinician's written instructions; never paraphrase or add to them.
- Never state, interpret or hint at a result on WhatsApp. Book the conversation.
- Symptom questions become bookings or the emergency number.
- Recalls are sent once, by staff, with an opt-out.
- The agent's messages come from your knowledge; the staff messages from a shared note.
The full clinic setup is in the clinic guide, and our Acceptable Use Policy forbids configuring medical advice.
Frequently asked questions
Can a clinic send results on WhatsApp?
Tell the patient results are ready and book a time to discuss them. Do not state or interpret the result in the message.
Can the AI agent send preparation instructions?
Yes, quoting the clinician's written note word for word, with the document attached.
Are recall messages allowed?
Sent once by staff to existing patients with an easy opt-out, they are a normal service message. Keep records of consent.
What does the agent do with a symptom question?
Books an appointment or gives the emergency number. It never advises.
Which templates can the agent send?
Enquiry, prices, booking, confirmation, preparation, reminders, deposit and insurance information. Results and clinical follow-ups are sent by staff.
The front-desk cycle, automated
Enquiry to reminder from your knowledge, results and care with your staff. 7-day free trial.
Sources and further reading
- Cochrane Review, Mobile phone messaging reminders for attendance at healthcare appointments (Gurol-Urganci et al., 2013) · reminder messages improve attendance compared with no reminder
- ReplyKit Acceptable Use Policy · what we refuse to automate
- WhatsApp Business Messaging Policy · opt-in, opt-out and prohibited-use rules every business must follow
ReplyKit is an independent product and is not affiliated with or endorsed by Meta or WhatsApp. These templates are general examples for practice administration, not medical or regulatory advice.