Clinic Playbook

For modern medical clinics, dental practices, and wellness centers, managing patient inquiries efficiently is essential. Patients expect fast answers regarding opening hours, treatment costs, doctor availability, and accepted insurance.

With Waslo, you can connect your WhatsApp number (and other communication channels) to a dedicated AI agent that answers patient questions 24/7. This playbook guides you through configuring a complete, automated clinic setup that answers patient inquiries, shares informational links, schedules appointments, and notifies clinic staff immediately of booking intents or urgent inquiries.

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What You'll Build

By following this guide, you will deploy a unified clinic AI assistant across your communication channels:

1. Multi-Channel Coverage: One AI brain managing incoming messages across WhatsApp, Instagram, Telegram, and email.
2. Instant Patient FAQ Answers: The agent answers patient questions instantly using your clinic's own custom Knowledge Base.
3. Honest Capability Sharing: The agent reads medical services, hours, locations, and pricing from your uploaded documents and shares direct, clickable links to a PDF price list, intake form, or location map.
4. Calendar Integration: The agent shares your calendar scheduling link (Google Calendar or Cal.com), enabling patients to book an appointment during open slots.
5. Staff Notifications & Handoff: The agent automatically classifies patients wanting to book as HOT and instantly notifies your clinic staff via Email, WhatsApp, or Telegram.
6. Appointment Reminders: Waslo automatically sends a friendly reminder to the patient 24 hours before their scheduled appointment.

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Step 1 — Connect WhatsApp

First, we will establish the primary channel where most of your patients will reach out. Waslo uses a fast QR-code link method that mirrors WhatsApp Web.

1. Go to your Waslo Dashboard → Integrations → WhatsApp.
2. Click Connect WhatsApp to display the QR code.
3. Open WhatsApp on your phone, navigate to Settings → Linked Devices → Link a Device, and scan the QR code.
4. Wait a few seconds for the status to flip to Connected.

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Step 2 — Add More Channels (Optional)

You can expand your clinic's patient outreach by connecting other popular messaging channels under a single inbox.

1. Go to Dashboard → Integrations.
2. Scroll to the Channels Marketplace and choose your desired platforms (e.g., Instagram DM, Telegram, or Email).
3. Follow the simple Meta OAuth or bot token prompts to connect each channel.
4. All messages will route to the same unified Waslo inbox and share the same Knowledge Base.

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Step 3 — Build the Knowledge Base

Your AI agent answers patient questions using the custom documents you upload. Because Waslo's Knowledge Base is text-based, the agent does not send images or PDF files directly in the chat. Instead, it shares high-quality, clickable links to your price list, intake form, or location map.

To set up your clinic's Knowledge Base:

1. Create a structured document (PDF, TXT, or DOCX) containing your clinic details:
   • General Info: Opening hours, address, directions, accepted insurance providers.
   • Services & Treatments: Dental cleanings, medical consultations, physical therapy, skin treatments, etc.
   • Doctor Profiles: Doctor names, specialties, and general availability.
   • Links: A direct link to a Google Drive folder or website URL containing your full price list PDF, patient intake form, or Google Maps location.
2. Go to Dashboard → Knowledge Base.
3. Drag and drop your document into the upload zone and click Save.

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Step 4 — Tune the Agent Personality

Now, configure the AI agent's personality and instructions so it acts as an expert clinic receptionist.

Clinical Capability Guardrail: The AI agent is designed to handle administrative tasks such as answering general clinic FAQs and scheduling appointments. It must never provide medical diagnoses, triage symptoms, or recommend treatments. Always direct patients to clinic staff or emergency services for medical advice.

1. Go to Dashboard → AI Agent → AI Personality.
2. Select the Clinic / Medical template.
3. Customize your System Prompt with clear administrative instructions.

Recommended System Prompt:

You are Jordan, a professional AI Receptionist for HealthCare Medical Center. Your goal is to welcome patients, answer general inquiries using the Knowledge Base, and guide them to book an appointment.

Guidelines:
1. You answer administrative questions (services, hours, doctors, insurance, address) using the Knowledge Base. 
2. Always share the exact clickable links from the Knowledge Base when patients ask for the price list, intake form, or location map.
3. You are NOT a doctor. You must never provide medical diagnoses, treatment advice, or symptom assessments. If a patient asks a medical question, politely explain that you are an administrative assistant and recommend scheduling a visit or consulting our medical team.
4. Keep replies friendly, professional, and under 3 sentences.

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Step 5 — Connect the Calendar

Integrate your scheduling system so the AI agent can share a booking link when a patient is ready to schedule an appointment.

1. Go to Dashboard → Integrations → Calendar.
2. Connect your Google Calendar or link your Cal.com / Calendly scheduling URL.
3. In your AI agent instructions, authorize the agent to share this scheduling link:
   • "When the patient expresses a desire to book an appointment or schedule a consultation, provide this scheduling link: https://cal.com/healthcare-clinic/booking"
4. Waslo will automatically monitor your bookings and send a friendly 24-hour appointment reminder to the patient before their visit.

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Step 6 — Classify & Hand Off Hot Leads

Waslo's automatic classification separates administrative questions from patients who are ready to book or have urgent inquiries, routing them directly to your front desk staff.

1. Go to Dashboard → AI Agent → Classification.
2. Select the Booking Intent or Support Priority preset, or define your own rules:
   • HOT: Patient wants to book an appointment immediately, has a booking question, or has an urgent administrative inquiry.
   • WARM: Patient is asking general questions about services, doctors, or pricing.
   • COLD: Casual greetings or spam.

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Step 7 — Configure Staff Notifications

Ensure your clinic staff is notified the instant a patient is classified as HOT or requests to speak to a human.

1. Go to Dashboard → Settings → Notifications.
2. Waslo supports three notification destinations: Email, WhatsApp, and Telegram.
3. Select your preferred tab (Email, WhatsApp, or Telegram) and configure the recipient details.
4. Save your changes to receive instant notifications when a patient is ready for a human handoff.

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The Result — A Seamless Patient Journey

Once configured, the patient interaction is fully automated and highly professional. Here is a preview of the patient journey:

Patient: Hello, do you have any cardiologists at your clinic?

AI Agent (Jordan): Hello. Yes, we have two cardiologists: Dr. Sarah Jenkins and Dr. David Miller. Dr. Jenkins is available on Mondays and Wednesdays, and Dr. Miller is available on Tuesdays and Thursdays. Would you like to schedule a consultation?

Patient: Yes, please. How much is the consultation fee? And do you take Aetna insurance?

AI Agent (Jordan): A cardiologist consultation is $150. Yes, we accept Aetna insurance along with several other major providers. You can view our full price list and accepted insurance details here: https://healthcare-clinic.com/pricing-pdf.

Patient: Great, I'd like to book an appointment with Dr. Jenkins for next Monday.

AI Agent (Jordan): Excellent. You can select your preferred time slot and book your appointment with Dr. Jenkins directly using this calendar link: https://cal.com/healthcare-clinic/booking. Once booked, we will send you a confirmation.

What Happens Behind the Scenes:

1. Administrative Answer: The patient receives instant, accurate information about clinic doctors, fees, and insurance.
2. Clickable Link Shared: The patient gets a direct, clickable link to verify pricing details.
3. Calendar Action: The patient is guided to select a slot via Cal.com.
4. Staff Alerted: Waslo classifies the patient as HOT, pauses the AI agent for this conversation, and sends an immediate alert to your front desk staff via Email, WhatsApp, or Telegram:
   • "HOT Patient Alert: Jane Doe (+123456789) is ready to book. Doctor: Dr. Jenkins, Specialty: Cardiology, Insurance: Aetna. Calendar link shared."
5. Pre-visit Reminder: 24 hours before the appointment, Waslo automatically sends a text message to the patient confirming their appointment time and location.

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Playbook Checklist

Ready to deploy? Make sure you have completed each of these setup steps:

• Integrations: WhatsApp is active and showing a green Connected status.
• Knowledge Base: Uploaded documents containing opening hours, services, doctors, insurance, and direct gallery/document links.
• AI Instructions: Configured the Clinic / Medical template, keeping instructions administrative and strictly avoiding medical advice or diagnoses.
• Calendar: Connected your scheduling link and verified that the AI agent is authorized to share it.
• Classification: Booking Intent preset enabled.
• Notifications: Enabled Email, WhatsApp, or Telegram alerts for HOT leads under Settings → Notifications.