Clinics and practices

WhatsApp for healthcare: appointment requests and reminders for clinics.

Haiya lets a clinic's front desk answer one WhatsApp Business number together, each person from their own phone. A WhatsApp form takes a patient's appointment request, reception agrees the time, and Haiya sends the confirmation and a reminder before the visit. Haiya is not a medical records system: it handles appointments and everyday questions, not clinical notes.

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Where it starts to go wrong.

Most businesses start with WhatsApp on one phone. These are usually the first things to slip once more customers write in.

The reception phone rings all morning while the clinic WhatsApp fills up on the desk.
One handset at reception means patients on WhatsApp wait behind the phone queue.
She said we had agreed Tuesday. Nobody at the desk could find the chat to check.
An appointment agreed in a chat, with no record and no confirmation, is easy to dispute.
We text reminders one by one when we remember, so most days we don't.
Reminders typed by hand are the first job dropped on a busy day.

Examples, not customer quotes.

How a clinic's front desk uses Haiya, from the request to the reminder.

Follow one day at Upendo Family Clinic, a sample family clinic with its own dispensary in Mombasa, a front desk of three and one WhatsApp Business number. Names and numbers are examples.

Woman in a patterned top on a phone call at home, beside a WhatsApp appointment request form and its answers

An appointment request

07:45

A patient asks for an appointment, and a WhatsApp form takes the request.

Amina Hassan (+254720555617) asks to see a doctor this week. Zainab at reception starts the clinic's ready-made Appointment request automation from the chat. A WhatsApp form asks for the kind of visit, a preferred day and a time of day, and Amina's answers become an appointment request for the desk. The form asks nothing about symptoms.

Forms are built on the web without code; reception sends them from a chat in the apps
Pick the questions the form asks; add a consent line above its tick box
Keep health details out of the form: ask only what booking needs

See how WhatsApp forms work

Smiling doctor in a white coat on a call, writing in a notebook, beside an appointment request and its confirmation

The time is agreed

08:30

Reception agrees a time, and Haiya sends the confirmation.

The request waits under Requests until somebody agrees a time. Zainab checks the doctor's diary, agrees Thursday at 15:00 on the request, and Haiya sends Amina a confirmation as a utility template naming the visit and the time. Haiya keeps no diary of its own, so nothing is held until reception agrees it.

Haiya prepares the confirmation and reminder templates and submits them to Meta as utility
If the request is cancelled or moved, the pending messages follow the change
Automations are built and changed on the web; the apps start and watch them

See how automations work

Doctor in round glasses and a white coat reading his phone, beside a prescription question and a private team thread

A question at the dispensary

16:40

Musa asks if his prescription is ready, and the right person answers.

Musa Ibrahim (+254722555839) asks whether his prescription is ready to collect. The message lands in the shared inbox, and the dispensary checks the shelf and answers with today's opening hours. Before replying about anything clinical, staff ask a doctor in the private team thread beside the chat, which Musa never sees.

Every customer has one owner, and the desk can see who it is
Choose whether each person sees every patient or only the ones they own
Viewers can read chats without answering

See how the team inbox works

Smiling doctor in a white coat looking at a tablet, beside a WhatsApp reminder sent 24 hours before a visit

The day before

Wednesday, 15:00

The reminder goes out by itself, 24 hours before the visit.

The clinic set its reminders to go 24 hours before each confirmed appointment, so on Wednesday at 15:00 Amina receives a reminder of Thursday's visit. If she replies that she cannot come, her message lands in the shared inbox and reception agrees a new time on the same request.

Choose how many hours before the visit, up to a week, or send the confirmation only
A reminder whose time has already passed is never sent late
Reminders are template messages, so the patient must have agreed to hear from you

See how automations work

Smiling young man behind a pharmacy counter with his phone, beside a WhatsApp notice about Saturday's opening hours

Weekend hours

Friday, 12:00

One notice tells every patient who opted in about Saturday's hours.

The clinic opens on Saturday morning this week. Reception sends one approved template about it to all your contacts or a tagged group, now or at a scheduled time, and Haiya counts delivered and read afterwards. Replies arrive as normal chats in the shared inbox, where the desk turns them into appointment requests.

Every recipient gets the same message: there are no per-person fields in a broadcast
Blocked and opted-out contacts are left out of every broadcast automatically
Never put health details in a broadcast

See how broadcasts work

The features this kind of team uses most.

Each part of the day above has its own page with the detail.

WhatsApp forms
Appointment requests filled in inside the chat, without symptoms.
Automations
Ready-made appointment requests with a confirmation and a reminder.
Shared team inbox
One clinic number on every receptionist's phone, with one owner per patient.
Team chat
Ask a doctor in a private thread the patient never sees.
Broadcasts
Opening hours and clinic notices to all your contacts or a tagged group.
WhatsApp Business API
The clinic's number on the official API, answered by the whole desk.

Connect the tools you already use.

Each one shows how it connects to Haiya.

Custom HTTP
If your booking system answers web requests, an automation step can pass it the request.
- Built in
Zapier
Send form answers and other business events to a Zap, for example to the front desk's sheet.
- Via API and webhooks
n8n
Pass business events to an n8n workflow that you run on your own server.
- Via API and webhooks

Custom module

A lookup in your own stock, booking or order system is built by the Haiya team for your business. Book a demo

See all integrations

Message ideas to adapt.

Example templates. The parts in double braces are filled in when the message is sent.

Examples. Meta reviews every template before it can be sent.

Appointment confirmed
Utility
Your {{1}} at Upendo Family Clinic is confirmed for {{2}}. Reply here if you need to change it.
Filled in when it is sent: what was requested, such as an appointment and the day and time reception agreed.
Appointment reminder
Utility
A reminder: your {{1}} at Upendo Family Clinic is on {{2}}. Reply here if you cannot come.
Filled in when it is sent: what was requested and the agreed day and time.
Request received
Utility
Thank you, {{1}}. Upendo Family Clinic has your appointment request, and reception will reply in this chat with a time.
Filled in when it is sent: the patient's first name, from their contact, sent by an automation after the form.
Saturday hours
Marketing
Upendo Family Clinic is open this Saturday from 09:00 to 13:00. Reply here to ask for an appointment.

Reviews on Trustpilot

What customers say about Haiya.

Written by businesses that use Haiya, on Haiya's public Trustpilot page. Each one links to the original review.

At Zinen Technologies Ltd we use Haiya every day, and it has made team communication much easier. When a WhatsApp message comes in, we assign the lead to the right team member. From there, they can create a quote, send an invoice and even request payment through M-Pesa, all in one place. This has helped us a lot. We’re very satisfied and looking forward to more features.
James MwangiDirector, Zinen Technologies, KenyaTrustpilot, November 15, 2026
Read the storyZinen Technologies
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Read every review on Trustpilot · 1 review

Plans and pricing.

From $8 to $89 a month, with a 3-day free trial on every plan.

Hobby$8 / monthFor solos & side projects
Professional$39 / monthFor growing teams
Business$89 / monthFor busy, multi-number teams

Haiya charges for the plan. Meta charges for each delivered message by category and bills you directly, with no Haiya markup.

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Questions about WhatsApp for clinics and healthcare.

Meta sets and bills its own message fees. From Meta's rate card, November 2026.

How can a clinic use WhatsApp?

A clinic can use one WhatsApp Business number for appointment requests, confirmations and reminders, opening hours and everyday questions from patients. With the official WhatsApp Business API through a platform such as Haiya, the whole front desk answers that number from their own phones, and a ready-made automation files each appointment request for reception to confirm.

Can patients book appointments on WhatsApp?

They can request one. Reception starts the ready-made Appointment request automation from the chat, a WhatsApp form asks for the kind of visit and a preferred day and time, and the answers become a request for your desk. A person agrees the time and Haiya sends the confirmation. Haiya keeps no diary of free slots, so nothing is booked until your team confirms it.

Can Haiya send appointment reminders on WhatsApp?

Yes. Once reception agrees a time, Haiya sends a reminder a set number of hours before, up to a week, as a utility template it prepares and submits to Meta. A reminder whose time has passed is never sent late, and a cancelled or moved request changes what is sent. Meta charges for each delivered message by category and bills the clinic directly.

Is Haiya a medical records system?

No. Haiya is not a medical records system and does not replace one. Do not send sensitive health details over WhatsApp without the patient's consent. WhatsApp's Business Messaging Policy also says not to use WhatsApp for telemedicine or to send or request health information where the regulations that apply to you forbid it, so check yours.

Can several receptionists answer the clinic's WhatsApp number?

Yes. In Haiya everyone at the desk signs in as themselves and answers the same number, from a phone, a tablet or the web. Each patient has one owner the desk can see, and you can choose whether each person sees every patient or only the ones they own. Your plan sets how many logins you have: 2 on Hobby and up to 20 on Business.

Can Haiya connect to our booking or patient system?

Not as a ready feature. A lookup or booking in your own clinic system is a custom module, built by the Haiya team for your clinic, so book a demo to ask about it. If your system already answers web requests, an automation's Call another system step can send it the request.

How much does WhatsApp for a clinic cost with Haiya?

Haiya costs $8 a month on Hobby, $39 on Professional and $89 on Business, after a 3-day free trial that you start in the iPhone or Android app. Meta's message fees are separate: Meta charges per delivered message, by category, and bills you directly, with no Haiya markup; each number has a monthly free tier of 1,000 service messages.

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