> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vendschat.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Use case: Clinics & appointment-based services

> Scenario: Metro Clinics runs three locations on one shared WhatsApp number. Patients message for appointments, results, and insurance questions — peak…

**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**.

***

## 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

***

## How Metro Clinics uses Vendschat

### 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.

| Label            | Use                      |
| ---------------- | ------------------------ |
| `Booking`        | New appointment requests |
| `Results`        | Lab/imaging questions    |
| `Insurance`      | Coverage / referral      |
| `Location-North` | Routed to north desk     |

Keywords: `appointment`, `book` → `Booking`; `lab`, `results` → `Results`.

### AI Agent — receptionist, not doctor

| Setting          | Value                                                                     |
| ---------------- | ------------------------------------------------------------------------- |
| **Agent**        | Metro Reception                                                           |
| **Template**     | Receptionist                                                              |
| **Knowledge**    | Hours PDF, parking, accepted insurance list (no clinical content)         |
| **Instructions** | Never diagnose; never interpret results; offer to connect to staff        |
| **Hours**        | **Active** after 6 PM and weekends; **Paused** when front desk is staffed |

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.”*

### Templates for reminders

Approved WhatsApp templates in **Templates**:

| Template               | Purpose                                           |
| ---------------------- | ------------------------------------------------- |
| `appointment_reminder` | Date + time variables + **Confirm** button        |
| `results_ready`        | Pickup instructions (no result values in message) |

Send single reminders from **Chat** composer when within session window; use templates when 24h window expired.

### 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

### Team setup

| Role           | Vendschat access                        |
| -------------- | --------------------------------------- |
| Front desk (3) | **Member (Chat-only)**                  |
| Office manager | **Admin** — Labels, Templates, Channels |
| Practice owner | **Owner** — billing                     |

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

### 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.

### 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)

### Co-Admin

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

***

## Week-one timeline

| Day | Task                                            |
| --- | ----------------------------------------------- |
| 1   | Connect WhatsApp, confirm **active** status     |
| 2   | Labels + keywords                               |
| 3   | Templates submitted to Meta (wait for Approved) |
| 4   | Train **AI Agent** + test in sandbox            |
| 5   | Invite front desk — **Chat-only**               |
| 6   | Dry-run reminder to internal test number        |
| 7   | Go live with after-hours bot **Active**         |

***

## 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

***

## 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

***

## Related docs

* [Use cases overview](/use-cases/use-cases-overview)
* [WhatsApp setup](/channels/whatsapp)
* [E-commerce support](/use-cases/ecommerce-support) — similar WISMO/returns patterns
* [Templates](/templates/creating-whatsapp-templates)
* [Broadcasts](/broadcasts/campaigns)