Getting started with Wazzy
What your clinic needs to have ready before switching Wazzy on, and what happens at each stage of setting it up.
Updated
Setting Wazzy up is a guided process, and nobody at your clinic needs a technical background to do it.
There are three main things to set up first: WhatsApp, your clinic’s information and the schedule. After that, Wazzy can start looking after patients while your team keeps an eye on everything from the reception panel.
What do you need to have ready?
You do not need to gather everything into a special document beforehand. The information Wazzy needs to work properly is collected and set up during the process itself.
It helps to have this to hand:
- Your clinic’s WhatsApp Business number.
- Opening hours and contact details.
- Services and treatments.
- Your practitioners, and which services each of them does.
- Roughly how long each type of appointment takes.
- Your practitioners’ hours and availability.
- Treatment rooms, if they affect availability.
- Any prices you want patients to be told.
- Insurers, finance and ways to pay, where they apply.
- The questions reception gets asked most often.
- Any special rules for booking, changing or cancelling appointments.
All of this can be reviewed and updated in Wazzy later on.
1. Connecting WhatsApp
The first step is to connect Wazzy to WhatsApp Business Platform, Meta’s official infrastructure for businesses.
Where the number’s set-up allows it, your clinic can keep its usual WhatsApp Business number, so there is no new number to give your patients.
Wazzy can use WhatsApp’s coexistence mode, so your team carries on using the WhatsApp Business app while the assistant works alongside it.
This stage covers the technical set-up Wazzy needs to receive and reply to conversations from your clinic’s number.
2. Your clinic’s information and the knowledge base
Next, we set up the information Wazzy will use to answer patients.
Among other things, the knowledge base can include:
- Opening hours.
- Where you are.
- Services and treatments.
- Prices.
- Practitioners.
- Insurers.
- Finance.
- Ways to pay.
- Frequently asked questions.
Your clinic stays in control of this information.
If a patient asks something Wazzy does not have enough information to answer, it must not make an answer up. It can ask for more detail, or pass the conversation to your team.
3. Practitioners, services and the schedule
Then we set up how your clinic’s schedule works.
For each service you can define things such as:
- How long it takes.
- Which practitioners can do it.
- When it can be booked.
- Booking conditions.
- How much notice is needed.
- Which treatment rooms it needs.
Wazzy uses these settings to check availability and only offer appointments that fit your clinic’s rules.
For example, if a treatment needs a practitioner and a particular treatment room at the same time, Wazzy can check both are free before booking.
Wazzy’s own schedule is where appointments are managed. If your clinic uses Google Calendar, it can be connected as well.
4. Setting up the reception panel
The reception panel is where your team works alongside Wazzy.
From there, they can see and manage:
- Conversations.
- Patients.
- The schedule and appointments.
- Practitioners.
- Activity.
- The knowledge base.
- Operational analytics.
Your team can also follow the conversations Wazzy is handling and take over whenever they feel a person should step in.
Wazzy does not replace reception altogether: it takes certain tasks off their hands and passes things to the team when it needs help or a human judgement.
5. Testing before you go live
Before you start with real patients, it is worth trying out your clinic’s main scenarios.
For example:
- Booking an appointment.
- Rescheduling an appointment.
- Cancelling an appointment.
- Asking about a treatment.
- Asking about a price.
- Asking for an appointment with a particular practitioner.
- Writing in without knowing which service to book.
- Asking something Wazzy should pass to the team.
These tests show whether your clinic’s services, hours, rules and information are set up correctly.
6. Switching Wazzy on
Once everything is set up, Wazzy can start handling real conversations.
From then on, it can answer questions, use your clinic’s information, check availability and manage appointments, in line with the features and rules you have switched on.
Your team can follow everything from the reception panel and step into any conversation whenever they need to.
7. Fine-tuning after launch
The initial set-up does not have to be final.
As real conversations start coming in, new patient questions may appear, along with situations nobody had foreseen or information worth filling in.
Your clinic can keep updating its knowledge base, services and rules so that Wazzy fits the way you work better and better.
Wazzy can also help spot the questions it could not answer, or information missing from the knowledge base, so your team can look at them.
Do you have to switch every feature on from the start?
No.
Your clinic can start with Wazzy’s core (the WhatsApp assistant, the reception panel and the schedule) and add other features later, as and when it needs them.
The extra features available include:
The medical CRM can also be added, as an option, for clinics that need to handle clinical information, documents, images, consent forms or other care records.
How long does setting up take?
It depends on how complex your clinic is: the number of practitioners, services, opening hours, schedule rules, and how much information there is to set up.
A clinic that runs simply will need less set-up than a centre with lots of practitioners, treatments and resources.
What matters is that the main information and rules are set up correctly before Wazzy goes live with real patients.
In short
Setting Wazzy up means connecting WhatsApp, setting up your clinic’s information, preparing the schedule and checking the main scenarios work properly.
Once it is live, your team stays in control from the reception panel and can adjust Wazzy as new needs come up.