Priyanka Sekhri

A patient visited your clinic six months ago. They received their treatment, left satisfied, and then disappeared. No follow-up appointment booked. No further contact. Just silence on both sides. They may have simply forgotten when they should return. Life gets busy, and healthcare appointments that are not urgent tend to get deprioritised. They may have moved to another provider. They may have had no particular reason to return yet. Or they may simply have never received a follow-up message...

Patients already use WhatsApp for everything. Messaging family, ordering food, coordinating with service providers. When they need a clinic appointment, the path of least resistance is to send a WhatsApp message. The problem is what happens next. A receptionist who is managing a patient at the front desk, handling a phone call, or working outside office hours cannot respond instantly to every WhatsApp appointment request. The patient waits. If the wait is too long, they message another...

Most businesses that decide to use WhatsApp for customer communication make the same initial assumption: that WhatsApp Business is WhatsApp Business, and the only decision is whether to start using it. In practice, there are two fundamentally different products available, and choosing the wrong one creates limitations that become increasingly costly to work around as communication volume grows and automation requirements become more complex. The WhatsApp Business App and the WhatsApp Business...