The WhatsApp assistant: frequently asked questions

The patient writes to the clinic’s usual WhatsApp number, and the Wazzy WhatsApp assistant holds a natural language conversation to work out what they need.

It can answer questions about the clinic, point the patient towards a service or a practitioner, check availability, handle appointments, and pass the conversation to the team when that is the right thing to do.

No. Wazzy can run on the same WhatsApp Business number the clinic already uses, so the patient carries on getting in touch the way they always have.

Wazzy is built to hold conversations in natural language.

The patient can explain what they need in their own words, without having to work through a closed menu of buttons or set commands.

From the information the clinic itself has set up in the Wazzy knowledge base.

The clinic controls what the assistant says about services, treatments, prices, opening hours, location, practitioners, frequently asked questions and anything else.

Wazzy can spot situations that may need urgent attention and apply the protocol the clinic has set up, for example passing the conversation on or telling the patient to call the right emergency number.

It does not diagnose, and it does not decide clinically how serious a situation is.

The clinic can set its own handover rules, and Wazzy can also spot situations where it does not have enough information or where a human is needed.

In those cases the conversation moves to the team, with whatever context there is.

Yes. The team can reply from the WhatsApp Business app and take over the conversation whenever it needs to.

Yes. Wazzy can transcribe the voice notes it receives on WhatsApp and use that transcript to work out what the patient needs and carry the conversation on.

Yes. Wazzy can hold conversations in several languages and answer in the language the patient is writing in.

Yes. Wazzy starts from setups built for the health sector, but each clinic can adapt its services, practitioners, opening hours, information and rules to the way it actually runs.

To start with, Wazzy has setups for dental clinics, physiotherapy and osteopathy, aesthetic medicine and dermatology.

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

Setup and configuration can be built around whatever the clinic wants to automate first, and widened later as the clinic needs.

The Wazzy WhatsApp assistant works through WhatsApp Business Platform, Meta’s official infrastructure for businesses. Wazzy operates as a Meta Tech Provider.

Yes. Wazzy is built to read everyday language and work out what the patient means, even without an exact phrase or a set way of writing it.

Yes. The patient can ask open questions about the clinic, its services or their appointment, as long as Wazzy has the information to answer them.

Yes. The patient can explain their situation at length, and Wazzy uses the context of the conversation to work out what they need.

It is built for natural language, so the patient does not have to write perfectly or use exact commands.

Whether it reads a message correctly always depends on there being enough there to work out what they are asking for.

Yes. Wazzy uses the context of the conversation to keep things coherent and avoid asking again for something the patient has already told it.

Yes. One conversation can cover different things: asking about a treatment, checking a price, and then asking for an appointment.

Wazzy uses the context to answer and carry on, where it has the information and the ability to do so.

Not necessarily. Because Wazzy holds real conversations, it can work in several languages without building a separate tree of buttons and answers for each one.

Anything covered by what the clinic has set up: opening hours, where you are, services, treatments, prices, practitioners, how to get in touch, insurers, finance, ways to pay and frequently asked questions.

It can also answer questions about the patient’s own appointments where that applies.

Yes. The clinic can set its own business information, services, hours, prices and everything else Wazzy needs to answer the way the clinic works.

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

The point is that it never makes things up about something the clinic has not set up.

If it does not have enough information, or the situation needs a person, it can ask for more context or hand the conversation to the clinic team along with the history.

Wazzy works from the prices, treatments and services the clinic has set up.

If it does not have what it needs, it asks for more or passes the question to the team, rather than putting words in the clinic’s mouth.

Wazzy can use what the patient says to point them towards one of the services or practitioners the clinic has set up.

It does not diagnose and does not decide medically what treatment the patient needs.

Wazzy can ask the patient what is wrong when the reason for the appointment is not clear.

It then uses that, and the criteria set for the clinic’s services, to point the request at the right service or practitioner.

It is the way Wazzy asks the patient what they need and uses the answer to point them towards one of the services or practitioners the clinic has set up.

It is there to get the booking right; it is not a diagnosis and it is not medical triage.

No. Wazzy does not make medical diagnoses and does not stand in for a practitioner’s judgement.

It can use the patient’s own description of what is wrong to match their request to the services the clinic has set up.

That is for getting the appointment right, not for reading anything clinically.

Wazzy can ask what is wrong, or what they need the appointment for.

With that, it can point the request at the right service or practitioner before it starts looking at availability.

No. If the patient has already said clearly which service, treatment or reason they are coming for, Wazzy uses that and does not ask again for nothing.

It tells them to call the emergency number the clinic gave it.

Wazzy does not try to diagnose the situation or judge how serious it is.

When a question needs professional judgement, Wazzy can hand it to the clinic team.

The assistant is there for conversations and day to day running, not to make clinical decisions.

The team gets the conversation and can read what came before, so they carry on with the patient instead of starting again.

Yes. The team can watch conversations from the inbox in the reception panel and step in at any moment if it wants to take one on.

The team handles it from then on, so the assistant and a person never answer the same patient at once.

The whole thing is built to move between automation and a human without a jolt.

The conversation can go back to running on its own where that fits the way Wazzy is set up.

Yes. The assistant can carry on answering questions and doing what it is set up to do outside reception hours.

Wazzy can answer according to the clinic’s setup and do whatever it is allowed to do at that hour.

The clinic can decide how it behaves around its own opening hours and way of working.

Yes. In the settings, the clinic can set hours or periods where certain actions or messages are held back.

Yes. Wazzy can handle different conversations at the same time, while the team watches them from the inbox in the reception panel.

The assistant does not work like a person who can only hold one conversation at a time.

The exact terms depend on your setup and your contract, but Wazzy is built to handle conversations in parallel.

Yes. Patients can send photographs on WhatsApp, but Wazzy does not read those images medically.

No. Photographs that need a clinical eye are looked at by someone on the clinical team.

Wazzy can tell the team a file has come in.

If the clinic uses the medical CRM, the file can be put forward to attach to the patient record, but a member of the team has to say so explicitly.

Yes. Patients can send documents and other files over WhatsApp. What happens next depends on the kind of document and on which features the clinic has switched on.

The WhatsApp phone number is what ties the conversation to the right patient record in Wazzy.

Wazzy can start the conversation, and the basic information needed to tie that contact to their conversations and future appointments is created.

When the number is already tied to a patient in Wazzy, the new activity is tied to their record and their history.

The reception panel first recognises the conversation by the WhatsApp number.

Clinics using the medical CRM have sub-records to tell apart several people handled from one number, such as a parent booking for several children.

It can point the booking towards the practitioners or services the clinic has set up for that kind of request.

It makes no medical recommendation of its own outside those rules.

Yes, as long as those prices are in the information the clinic has set up for Wazzy.

Yes. Wazzy can give out whatever the clinic has set up about its services and treatments, within what is in its knowledge base.

Yes, if the clinic has set up the information about the insurers it works with.

Yes, where the clinic has added the information about its finance options and terms.

Yes. It can say which ways of paying the clinic accepts, where that has been set up.

That does not mean Wazzy takes the payment.

No. Wazzy does not currently process payments, deposits or charges through any payment gateway.

Yes. Where it is part of what the clinic has set up, Wazzy can give the patient what they need inside the conversation.

The clinic can set different sides of how Wazzy works and speaks, to fit the way it runs and what it tells its patients.

Not necessarily. Because it is a real conversation, the answer can follow the context and the way the patient put the question, always working from the information the clinic set up.

Yes. When it needs more to understand the request or to get something right, Wazzy can ask follow-up questions.

Yes. Where the request falls within what it is set up to do, Wazzy can take the patient from the first question through to choosing and booking the appointment, all inside WhatsApp.

Yes. A patient might start by asking about a treatment or its price and then decide to book, and Wazzy can carry the conversation on and sort the appointment out.

It can hand conversations over when the flow, the information available or the rules you set say a person is needed.

Yes. Wazzy is set up to move conversations to the team whenever a person is needed.

Yes. Wazzy keeps a trail of which member of the clinic team handled a conversation whenever a person steps in.

Yes. One clinic can set up several services and practitioners, and Wazzy can direct patients’ requests across all of them.

When the clinic changes any of that, it updates the information in Wazzy so the assistant answers with what is true now.

Yes. The knowledge base and the clinic’s settings can be updated whenever the way it works changes.

The platform builds up activity and conversations that make it easier to see how the clinic is doing.

That does not mean Wazzy changes its rules, its information or its behaviour without the clinic saying so.

Yes. The WhatsApp assistant and the reception panel are part of the same system. Conversations, patients and appointments are tied together, so what happens on WhatsApp is there for the team in Wazzy.

So a conversation does not end up as just an exchange of messages.

The WhatsApp assistant can tie the conversation to a patient, check the schedule, create or change appointments, and leave all of that there for the team in the reception panel.

Yes. One of the points of Wazzy is that most of it can happen in a WhatsApp conversation.

The clinic can set how the assistant behaves and decide which situations make Wazzy hand over or hold back.

No. The point is to take on the conversations and jobs that can be settled properly, while the clinic team keeps watch and can step in.

Wazzy can be set up around whatever the clinic needs, although handling appointments is one of the main things the product does.