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Healthcare & Wellness · Enquiries

Clinic Front Office

Answer approved clinic information and direct appointment or administrative enquiries to reception.

For healthcare & wellness teams handling enquiries conversations.

Example workflow
Discuss this workflow →

What this chatbot helps with

  • Answer approved clinic information and direct appointment or administrative enquiries to reception.
  • Clarify enquiry type before the team follows up.
  • Organise branch, contact preference into a readable enquiry brief.
  • Explain what happens next and route exceptions to a person.
ILLUSTRATIVE CONVERSATION

A conversation with a next step

Hello, can I ask about your clinic hours and request a visit?
Are you looking for clinic information or an appointment?
I’d like the central branch opening hours and an appointment request for next week.
I can share the approved clinic hours. Which day would you prefer for reception to check? Please keep medical details for your clinician. You can skip anything you would rather discuss with a colleague.
Tuesday afternoon would suit me. Please ask reception to confirm an available time.
Of course. With your permission, I can pass your enquiry and preferred contact method to our team. They’ll confirm the next step.

Illustration only. Questions and replies must be adapted to the business’s approved process.

How the workflow works

  1. 01

    Customer enquiry

    Identify enquiries intent and explain the scope.

  2. 02

    Relevant questions

    Are you looking for clinic information or an appointment?

  3. 03

    Captured details

    Enquiry type · Branch · Contact preference

  4. 04

    Next action

    Share the request with the responsible team for review and confirmation.

Information captured

Suggested fields to review during configuration. They are not automatically required.

  • Enquiry type
  • Branch
  • Contact preference

Explain why a detail is needed, let the visitor correct it, and use the minimum information necessary. Ask permission before arranging a follow-up.

Knowledge to provide

  • Clinic hours, locations and approved service descriptions
  • Appointment request and cancellation process
  • Staff-approved non-clinical FAQs
  • Approved answers to “Are you looking for clinic information or an appointment?” and “Which branch would you prefer?”
  • A named team responsible for clinic front office enquiries

Give each source an owner and a review date. Remove outdated instructions before the workflow goes live.

Integrations and limits

This is administrative intake, not diagnosis or emergency management; appointment timing is confirmed by staff or a booking system.

Without that connection, the assistant can explain the approved process and collect a request for staff. It should state what is known, what is requested and what still needs confirmation.

When staff takes over

Clinical questions, urgent concerns or requests involving private medical records.

Also hand over when the visitor asks for a person, information is missing or the same question remains unresolved. Pass the enquiry summary with the handoff so the visitor does not have to start again.

Set up with your team

  1. Discuss the workflow. Share your enquiries process and review the fields above with WhatsOS.
  2. Connect your business number. Use the existing Meta connection flow in WhatsOS and complete the account setup.
  3. Prepare approved knowledge. Supply service information and agree on the handoff owner. Confirm which actions your configuration actually supports.
  4. Test before enabling. Try normal enquiries, missing details, a request for a person and clinical questions, urgent concerns or requests involving private medical records.
  5. Review live enquiries. Use the team inbox to handle follow-ups and improve unclear answers.

Questions about clinic front office

What does the team need from the first conversation?

Start with enquiry type and branch. Collect the other suggested details only if they help the next action. Which branch would you prefer?

Can it complete this request automatically?

This is administrative intake, not diagnosis or emergency management; appointment timing is confirmed by staff or a booking system. The catalogue is an example, not a claim that the integration is already enabled for your account.

Which situations need a colleague?

Clinical questions, urgent concerns or requests involving private medical records. Agree on the responsible team and response expectations before launch.

Can we change the questions?

Yes. Review these prompts against your healthcare & wellness process. Are you looking for clinic information or an appointment? may need a shorter form or additional context for your customers. Test changes with staff before enabling them.

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