What Happens When a Patient Messages Your Clinic at 11 PM

Quick Answer

The AI replies within seconds in the patient's language, shows the free slots from your doctors' schedules, books the one the patient picks and confirms it on WhatsApp. It reminds them before the visit, lets them reschedule by message, and hands the chat to your staff whenever it cannot help or the patient asks for a person.

1. The patient writes in

A patient messages your clinic's WhatsApp number at 11 PM asking for an appointment tomorrow. Dhanwantri, the booking assistant, replies within seconds — in English, Hindi, Marathi, Tamil, Telugu, Kannada, Gujarati or Bengali, matching the language the patient writes in.

2. It offers real slots — and cannot double-book

Dhanwantri reads the availability you set for each doctor and offers only open slots. After saving a booking it checks the slot again; if another patient took it a moment earlier, it undoes the booking and tells the patient straight away. Bookings your staff make in ConnectAI count against the same slots. Bookings kept only in another system or a register are not visible to it, so clinics enter phone bookings in ConnectAI too.

3. Reminders and rescheduling

Before the visit the patient gets a WhatsApp reminder — the timing is set by your clinic. If they cannot come, they can reschedule or cancel by replying, and the slot opens up for someone else. When your staff move an appointment, the patient is told automatically.

4. When a person is needed

If the patient asks to speak to someone, or the AI cannot resolve their question after a few attempts, it hands the conversation to your team: your staff are alerted and the patient is told someone will reply. A doctor or staff member can take over the chat; the AI steps back until it is handed back. You stay in control of every conversation.

5. If the patient does not turn up

Thirty minutes after a missed appointment your staff get an alert, and the patient can be sent a follow-up message to rebook — so a no-show becomes a rebooked visit instead of a lost one.

Your WhatsApp number stays yours

ConnectAI runs on the official WhatsApp Business API. With WhatsApp coexistence, your clinic can keep using the WhatsApp Business app on the same number on your phone while the AI handles conversations.

Frequently Asked Questions

Patients simply chat on WhatsApp as they already do. Anyone who prefers a person can ask for one, and the chat goes to your staff.

Your staff see every conversation and can take over at any point. The AI books from your doctors' actual schedules and hands over questions it cannot resolve.

WhatsApp is included in the Suite. Phone calls are handled by the AI voice receptionist, an optional add-on that currently works in English and Hindi.

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