One WhatsApp thread per person
Reception answers on the clinic number. The same thread is on the website and on the staff phone. After 24 hours without a message from them, free text stops and an approved utility template is the way back in.
One WhatsApp thread per person
A personal phone is not the clinic thread
A new enquiry is not a patient chart yet. If the reply lives on someone’s WhatsApp, the next teammate cannot see it, and the pipeline card has no conversation to open.
How the inbox works
One thread per phone number. Staff send normal text while that person wrote in the last 24 hours. When the window closes, the history stays and the next outbound message is an approved utility template. The pipeline card for the same person opens from the thread. A form that does not force a booking can land here as a new card. A missed call can become one WhatsApp.
- An inbound WhatsApp opens or continues that person’s thread.
- While the 24-hour window is open, staff reply in free text from the website or the staff app.
- After 24 hours, free text is blocked. Pick a utility template. The thread stays visible.
- Open the pipeline card beside the thread. A short capture form or a missed call can start the same card.
Who this is for
Aesthetic clinics and medspas on Professional or Enterprise that answer new enquiries on the clinic WhatsApp number.
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