Reminders & feedback
Purpose
Send patients short, friendly WhatsApp reminders so fewer visits are missed, fewer bills stay unpaid and reports are picked up — and ask for feedback after a visit, inviting happy patients to review you on Google.
Who sets it up
The workspace owner (Super Admin) — Admin → Queue Displays & Check-in → Patient reminders & feedback. Everything except the visit reminder is off until you switch it on.
What is sent, and when
| Reminder | When | Sent to |
|---|---|---|
| Visit reminder | 06:00 on the day of the appointment | patients with a booked / confirmed appointment today |
| Payment due | 10:00 daily | unpaid or partly paid bills that are 3+ days old (you choose the number of days; bills older than a month are not chased) |
| Medicine refill | 10:00 daily | a finalised prescription whose medicines run out within 2 days (you choose) |
| Report ready | 10:00 daily | a finalised report you marked Share with patient (restricted records are never announced) |
| Feedback request | 19:00 | patients whose visit was completed today |
Each message is sent once (a failed send is retried on a later day, at most 3 times). Messages use your clinic's name and wording (for example session and therapist for therapy clinics, visit and doctor for general clinics) and never contain clinical details — no diagnosis, medicine names or report contents.
Privacy (DPDP)
- Patients who withdrew consent for reminders, or whose recorded consent purposes do not include reminders, are skipped.
- Patients who replied STOP on WhatsApp are skipped.
- The reminder links carry opaque codes only — no names, phone numbers or appointment details.
Self check-in from the reminder
When the branch has a self check-in QR code (see Queue & tokens), the visit reminder
includes a check in from your phone link. The patient still verifies their phone with an OTP; the link just
skips the "which appointment?" question. If your approved WhatsApp template has a fourth placeholder, set
whatsapp.appointment_reminder_checkin_param to true to put the link into the template itself.
Feedback and Google reviews
- Tick Ask for feedback after completed visits.
- Optional: tick Send happy patients to Google reviews, paste your Google review link (it must be an
https://Google link, e.g.https://g.page/r/…/review) and choose the minimum rating (default 4). - Every response appears under Reviews as New. Ratings below the minimum also raise a staff notification so you can follow up; only ratings at or above it are offered the Google link.
FAQ
Can a patient answer twice? No — each feedback link accepts one response and expires after 7 days.
Where do I switch WhatsApp off entirely? In Settings → WhatsApp; reminders then stop as well.