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Scenario: Metro Clinics runs three locations on one shared WhatsApp number. Patients message for appointments, results, and insurance questions — peak volume Monday mornings. Plan: Starter initially (unlimited contacts); Growth when they add reminder broadcasts and a custom AI Agent.

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The challenge

  • Receptionists overwhelmed with “Is my appointment today?” and “Are my labs ready?”
  • No-shows cost money — reminders must go out reliably
  • After-hours messages pile up until Tuesday
  • Must not give medical advice in automated replies

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How Metro Clinics uses Vendschat

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One WhatsApp number, whole team

Settings → Workspace → Channels → WhatsApp Support only use case (no paid ads). All three locations share one inbox in Chat — agents use labels for location and visit type, not separate numbers. Keywords: appointment, book → Booking; lab, results → Results.

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AI Agent — receptionist, not doctor

Assign agent to unassigned threads only — staff assign themselves when they take over. Compliance: Bot handles logistics only. Clinical questions get: “A team member will follow up during business hours.”

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Templates for reminders

Approved WhatsApp templates in Templates: Send single reminders from Chat composer when within session window; use templates when 24h window expired.

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Broadcast reminders (Growth)

Sunday evening batch for Monday appointments:
  1. During booking chats, staff label threads Appt-Mon
  2. Broadcast → New broadcast → Existing contacts → label Appt-Mon → template appointment_reminder
  3. Schedule Sunday 5 PM UTC
  4. Monday AM: filter Chat for Confirm replies and Booking overflow

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Team setup

Groups: Front Desk, Billing — assign threads in Assigned to.

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Messenger & Instagram (optional)

Metro adds Instagram for marketing but keeps WhatsApp as the primary service line. Instagram DMs get label Social-lead — converted to WhatsApp for booking when possible.

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Analytics

Office manager checks Analytics → WhatsApp channel weekly:
  • Failed on reminder template? Fix variable mapping or patient numbers
  • Read rate on reminders — adjust send time (Sunday vs Monday early)

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Co-Admin

Reception lead: “How many contacts have we used this month?” → billing usage (organization level). “Delivery rate last week?” → channel analytics.

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Week-one timeline

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Results clinics care about

  • Fewer phone hold times for routine logistics
  • Lower no-show rate from labeled reminder broadcasts
  • After-hours coverage without hiring night shift

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Copy-paste playbook

  1. WhatsApp Support only — Settings → Channels
  2. Labels: Booking, Results, Insurance + location tags
  3. Receptionist AI Agent — logistics knowledge only, Paused during desk hours
  4. Reminder templates → wait for Approved
  5. Growth for Sunday Broadcast to Appt-* labels
  6. Member (Chat-only) for reception; manager Admin
  7. Analytics Monday review