Documentation

How to Use FormAlert

Step-by-step guides for every part of the software.

Overview Getting Started Plans & Billing Team & Providers Scheduling Payments Booking Page Appointments Queue Management Patients WhatsApp

Phase 09 · WhatsApp Conversations

Chat with patients and send follow-ups.

The WhatsApp page lets you read and reply to any patient directly from FormAlert. It shows the live 24-hour free window status for each conversation.

Reading and replying to patients

Go to WhatsApp in the sidebar to see all patient conversations.

Click any conversation to open it. You can read and reply in full two-way chat — messages go directly to the patient's WhatsApp.

Each conversation shows whether the free 24-hour window is open. If open, your replies are free. If closed, only templates can be sent and wallet credits are deducted.

Click Actions on any conversation to send a confirmation, reminder, or follow-up template manually.

When a patient messages your clinic WhatsApp first, all replies in that thread are free for 24 hours. Template charges only apply to messages you initiate outside that window.

Sending a follow-up or reschedule template

Open the patient's conversation in WhatsApp.

Click Actions and select Send Follow-up.

The patient receives a WhatsApp message with three options they can tap:

1.Book a follow-up — a new appointment slot is created for them.
2.Reschedule — their existing appointment is moved to a new slot.
3.No thanks — no action taken.

What messages go out automatically

These templates fire without any action from your side:

TemplateWhen it sends

Booking confirmationWhen a new appointment is created (online or manual)

Appointment confirmedWhen you change status to Confirmed

24-hour reminderThe day before the appointment — Business plan only

2-hour reminder2 hours before the appointment — Business plan only

Review requestWhen you mark an appointment Completed

All automatic messages are deducted from your WhatsApp wallet. Check your balance at Plans & Billing. If the wallet runs out, messages stop until you top up.

AI agent — Business plan only

The AI agent sends automatic replies when patients message outside clinic hours. It answers common questions about services, fees, location, and hours — and always includes your booking link.

Go to WhatsApp → AI Settings.

Enter your clinic context — services offered, hours, location, any frequently asked questions.

Toggle the AI agent On. It activates only within an open 24-hour conversation window (when the patient has messaged first).

To disable, toggle the AI agent Off. All messages will go to the human inbox instead.

Tip: A good routine: turn the AI agent ON at the end of each business day and OFF when you open in the morning. Patients who message at night still get a helpful response.

Next: Payments Back to Overview

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