Frequently asked questions about the AI assistant on WhatsApp

How does Wazzy's AI assistant work on WhatsApp?

The patient writes to the clinic's usual WhatsApp number, and Wazzy has a natural language conversation to understand what they need.

It can answer questions about the clinic, guide the patient toward a service or professional, check availability, manage appointments, and transfer the conversation to the team when necessary.

Does the patient have to use a different WhatsApp number to talk to Wazzy?

No.

Wazzy can operate on the same WhatsApp Business number used by the clinic, so the patient continues to contact through the usual channel.

Does Wazzy use the official WhatsApp Business API?

Yes.

Wazzy works with the official WhatsApp Business API and is a Meta Tech Provider.

Does Wazzy work with buttons or normal conversations?

Wazzy is designed to hold conversations in natural language.

The patient can explain what they need in their own words, without having to strictly follow a closed menu of predefined buttons or commands.

Can the patient write the way they normally speak?

Yes.

Wazzy is designed to interpret everyday language and understand the patient's intent even if they do not use an exact phrase or a specific structure.

Does Wazzy understand open-ended questions?

Yes.

The patient can ask open-ended questions about the clinic, its services, or their appointment, provided Wazzy has the necessary information to answer them.

Does Wazzy understand long messages?

Yes.

The patient can explain their situation using longer messages, and Wazzy can use the context of the conversation to identify what they need.

Does Wazzy understand spelling mistakes or informally written messages?

It is designed to work with natural language, so it does not require the patient to write perfectly or use exact commands.

The ability to correctly interpret a message will always depend on the existence of sufficient context to understand what the patient is requesting.

Does Wazzy remember what has been said during a conversation?

Yes.

Wazzy uses the conversation context to maintain a coherent interaction and avoid having to constantly re-ask for information that the patient has already provided during that exchange.

Can Wazzy understand multiple questions within the same conversation?

Yes.

A conversation can include different needs, such as asking about a treatment, checking a price, and subsequently requesting an appointment.

Wazzy uses context to respond and continue the process when it has the necessary information and capabilities.

Can Wazzy treat patients in different languages?

Yes.

Wazzy can hold conversations in multiple languages and adapt the responses to the language used by the patient.

Do I have to manually configure a different assistant for each language?

Not necessarily.

Wazzy's conversational capability makes it possible to serve customers in multiple languages without having to build an independent flow of buttons and responses for each one.

What kind of questions can Wazzy answer?

You can answer questions related to the information configured by the clinic, such as hours, location, services, treatments, prices, professionals, contact methods, insurance, financing, payment methods, and frequently asked questions.

You can also answer questions related to patient appointments when applicable.

Where does Wazzy get the information it gives to patients?

From the information configured by the clinic itself in Wazzy's knowledge base.

The clinic controls the information regarding services, treatments, prices, schedules, location, professionals, frequently asked questions, and other data used by the assistant.

Can the clinic modify the information Wazzy uses?

Yes.

The clinic can customize its business information, services, hours, prices, and other necessary content so that Wazzy responds according to its way of working.

What specialties have predefined configurations in Wazzy?

Initially, Wazzy offers configurations tailored for dental clinics, physiotherapy and osteopathy, aesthetic medicine, and dermatology.

Each clinic can then adapt services and content to its specific situation.

What happens if a patient asks something that is not configured in Wazzy?

If Wazzy does not have enough information to answer correctly, it can ask for more information or transfer the conversation to the clinic team.

The goal is to ensure he doesn't have to improvise information about aspects the clinic has not configured.

Can Wazzy make up a price or a treatment?

Wazzy is designed to use the prices, treatments, and services configured by the clinic as its source of information.

If the necessary information is not available, Wazzy asks for more context or forwards the query to the team instead of attributing unconfigured data to the clinic.

Can Wazzy tell a patient what treatment they need?

Wazzy can use what the patient tells it to guide them toward one of the services or professionals configured by the clinic.

It does not make a diagnosis or medically determine what treatment the patient needs.

How does Wazzy know which service to offer a patient?

Wazzy can ask the patient what is wrong when the reason for the appointment is unclear.

Then, use that information and the configured criteria for the clinic's services to direct the request toward the most appropriate service or professional.

What is Wazzy's conversational triage?

It is the process by which Wazzy asks the patient what they need and uses their response to guide them toward one of the services or professionals configured by the clinic.

This process serves to correctly organize the appointment request and does not constitute a diagnosis or an autonomous medical triage.

Does Wazzy diagnose patients?

No.

Wazzy does not provide medical diagnoses or replace the judgment of a healthcare professional.

Does Wazzy interpret symptoms?

You can use the patient's description of what is happening to link their request with the services configured by the clinic.

This is used to guide appointment management, not to perform a clinical interpretation or diagnosis.

What happens if a patient simply says “I want an appointment”?

Wazzy may ask you what is wrong or what you need the appointment for.

With that information, you can direct the request to the corresponding service or professional before checking availability.

Does Wazzy always need to ask the patient what is wrong with them?

No.

If the patient already clearly indicates the service, treatment, or reason they want to visit, Wazzy can use that information without asking an unnecessary question again.

Can Wazzy detect a medical emergency?

Yes. Wazzy can detect situations that may require urgent attention and apply the protocol configured by the clinic, such as instructing the patient to contact the corresponding emergency number.

It does not make diagnoses or replace the assessment of a healthcare professional.

What does Wazzy do if a patient says they have an emergency?

It instructs her to contact the emergency number provided by the clinic.

Wazzy does not try to diagnose the situation or assess its severity by himself.

Can Wazzy answer queries that require medical judgment?

When a query requires professional assessment or judgment, Wazzy can refer it to the clinic team.

The assistant is designed to manage conversation and operations, not to replace clinical decisions.

How does Wazzy know when to transfer a conversation to a person?

The clinic can configure certain referral rules and Wazzy can also detect situations where it does not have enough information or human intervention is required.

In those cases, the conversation can be transferred to the team with the available context.

What happens when Wazzy escalates a conversation to the team?

The team receives the conversation and can consult the previous context to continue assisting the patient without starting from scratch.

Can reception intervene before Wazzy decides to divert the conversation?

Yes.

The team can monitor conversations from the Front Desk Inbox and intervene at any time if they feel like taking one over.

Can reception respond directly from WhatsApp Business?

Yes.

The team can respond from the WhatsApp Business app and take control of the conversation when necessary.

What happens to Wazzy when a person takes control of a conversation?

The conversation is now being handled by the team to prevent the assistant and a human from responding to the same patient at the same time.

The operation is designed to allow a transition between automation and human assistance.

Can the team hand a conversation back over to Wazzy?

Conversation management can return to the automated flow when appropriate according to the operations configured in Wazzy.

Can Wazzy maintain conversations while the clinic is closed?

Yes.

The assistant can continue handling inquiries and performing configured actions outside of reception hours.

What happens if a patient writes in the early morning hours?

Wazzy can respond according to the clinic's settings and manage the inquiries or actions it is permitted to handle at that time.

The clinic can define behavioral aspects related to its schedules and way of working.

Can the clinic set quiet hours?

Yes.

Within the operational settings, the clinic can define schedules or periods during which certain actions or communications are limited.

Can Wazzy handle multiple conversations at the same time?

Yes.

Wazzy can manage multiple conversations simultaneously while the team can supervise them from the Reception Dashboard Inbox.

Is there a limit to the number of patients who can write at the same time?

The assistant's capability does not work like that of a person who can only maintain one conversation at a time.

The specific conditions of use depend on the configuration and contracted service, but Wazzy is designed to manage conversations simultaneously.

Can Wazzy answer voice messages?

By default, audios are not processed.

If a patient sends a voice message, they can be asked to write down what they need. Audio processing can be enabled in certain cases upon request, but it is not the recommended standard configuration.

Why doesn't Wazzy process audio by default?

The experience is primarily designed around written conversations, which allow for a clearer and more controlled flow of information and subsequent actions.

Audio can be enabled in specific cases, but it is not part of the standard configuration.

Can Wazzy receive photos?

Yes.

Patients can send photographs via WhatsApp, but Wazzy does not perform a medical interpretation of those images.

Can Wazzy analyze a photograph of an injury or medical issue?

No.

Photographs requiring clinical assessment are reviewed by a member of the healthcare team.

What does Wazzy do when a patient sends a photograph or X-ray?

Wazzy can notify the team that the patient has sent a file.

If the clinic uses the medical CRM, the file can be proposed for attachment to the patient's record, but a team member must explicitly approve that action.

Can Wazzy receive documents via WhatsApp?

Yes.

Patients can send documents and other files via WhatsApp. Their subsequent treatment will depend on the type of document and the active functions in the clinic.

How does Wazzy identify a patient on WhatsApp?

The WhatsApp phone number makes it possible to link the conversation to the corresponding patient record in Wazzy.

What happens when someone writes to the clinic for the first time?

Wazzy can initiate the conversation and the basic information needed to link that contact to their conversations and future appointments is created.

Does Wazzy recognize a patient who has previously spoken with the clinic?

When the number is already associated with a patient in Wazzy, the new activity can be linked to their file and available history.

What happens if multiple people use the same phone number?

The reception panel initially identifies the conversation by the WhatsApp number.

Clinics that use the medical CRM have sub-records to differentiate multiple people managed from the same number, such as a parent booking appointments for multiple children.

Can Wazzy recommend a specific professional?

You can direct the reservation toward the professionals or services that the clinic has configured for the corresponding type of request.

It does not make autonomous medical recommendations outside of those rules and configurations.

Can Wazzy provide prices via WhatsApp?

Yes, provided those prices are configured by the clinic in the information used by Wazzy.

Can Wazzy explain the clinic's services or treatments?

Yes.

You can provide the configured information about the clinic's services and treatments, always within the contents available in your knowledge base.

Can Wazzy answer health insurance questions?

Yes, if the clinic has configured the corresponding information regarding the insurances or companies it works with.

Can Wazzy answer questions about financing?

Yes, once the clinic has added the corresponding information regarding its financing options and conditions.

Can Wazzy provide information on payment methods?

Yes.

You can communicate the payment methods accepted by the clinic when that information is configured.

This does not mean that Wazzy processes the payment.

Can Wazzy charge the patient via WhatsApp?

No.

Currently, Wazzy does not process payments, deposits, or collections through payment gateways.

Can Wazzy send links or information within a conversation?

Yes.

When it is part of the information or the flow configured by the clinic, Wazzy can provide the patient with the necessary information within the conversation.

Can the clinic customize the tone Wazzy speaks with?

The clinic can configure various aspects of Wazzy's working and communication style to adapt it to its operations and the information it offers to its patients.

Does Wazzy always respond the same way?

Not necessarily.

As this is a natural language conversation, the response can adapt to the context and the way the patient phrases their query, while maintaining the information configured by the clinic as a reference.

Can Wazzy ask the patient questions before responding?

Yes.

When it needs additional information to understand the request or correctly manage an action, Wazzy can ask follow-up questions.

Can Wazzy hold a full conversation until getting a date?

Yes.

When the request falls within the configured functions, Wazzy can accompany the patient from the initial consultation to the selection and booking of the appointment within WhatsApp.

Can a conversation start with a doubt and end in a reservation?

Yes.

For example, a patient can start by asking about a treatment or its price and, if they later want to book, Wazzy can continue the conversation and manage the appointment.

Can Wazzy detect that a conversation needs human attention even if the patient does not explicitly ask for it?

It can escalate conversations when the flow, available information, or configured rules indicate that team intervention is necessary.

Can a patient directly ask to speak with a person?

Yes.

Wazzy's operations include the possibility of transferring conversations to the team when human attention is required.

Is it recorded who participates in a conversation?

Yes.

Wazzy maintains traceability of which clinic user has handled a conversation when a person intervenes.

Can Wazzy handle different types of services from the same WhatsApp number?

Yes.

A single clinic can configure multiple services and professionals, and Wazzy can guide patient requests within that offering.

What happens if the clinic changes a schedule, price, or service?

When the clinic changes a schedule, price, or service, it can update that information in Wazzy so the assistant responds with the current data.

Can the clinic subsequently change the answers or information that Wazzy uses?

Yes.

The knowledge base and clinic configurations can be updated to reflect changes in its operations.

Does Wazzy improve the more the clinic uses it?

The platform can accumulate operational data and conversations that allow for a better analysis of the clinic's activity.

This does not mean that Wazzy autonomously modifies its rules, information, or behavior without the clinic's control.

Is Wazzy's WhatsApp assistant connected to the reception panel?

Yes.

Conversations, patients, and appointments are part of the same operating environment, so what happens on WhatsApp can be linked to the information used and managed by the team from the reception panel.

What is the advantage of having the assistant and the reception panel connected?

Allow a conversation not to simply end up being an exchange of messages.

Wazzy can link the conversation with a patient, check the schedule, create or modify appointments, and make that activity available to the team from the Reception Dashboard.

Can Wazzy assist exclusively via WhatsApp without the patient using forms?

Yes.

One of Wazzy's goals is that a large part of the interaction can be done directly through WhatsApp chat.

Can the assistant adapt to each clinic's workflow?

Yes.

Although Wazzy starts from configurations designed for the clinical sector, each clinic can adapt services, professionals, schedules, information, and operating rules to its own operations.

What happens if the clinic does not want Wazzy to handle certain situations?

The clinic can configure the assistant's behavior and establish situations in which Wazzy redirects the conversation or limits certain actions.

Does Wazzy always act without supervision?

No.

The goal is to automate conversations and tasks that can be resolved correctly, keeping the clinic team with the capacity for supervision and intervention.

Can the assistant be used only to answer questions without managing appointments?

Wazzy's configuration can be adapted to the specific needs of the clinic, although appointment management is one of the product's core capabilities.

Can Wazzy start by handling only a part of a clinic's conversations?

The implementation and configuration can be adapted to the operations that the clinic wishes to automate initially and expanded later according to its needs.