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Phiawell WhatsApp Agent

Tokens and appointments, on WhatsApp.

Patients scan a QR or send a message. A token comes back in a few seconds with a wait, or they pick a day and a time. Nothing to install. The same number serves a solo doctor and a multi-specialty hospital.

  • No app for patients
  • Tokens or time slots, chosen per doctor
  • Replies in the language the patient wrote
  • Walk-ins stay in the same queue
  • Missed calls get an owner
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The question the desk answers forty times a morning

“How many ahead of me?” It comes to the counter and to the phone, often in more than one language. Phiawell answers it. The patient gets a message when two people are ahead, and the waiting-room screen shows the same number. They can wait at home or in the car, and walk in when it is nearly their turn.

Less crowding

The repeated question leaves the desk. The waiting room holds the people who are actually next.

A fair line

WhatsApp bookings and walk-ins share one queue. An emergency can be brought forward. A lab patient can return on the same token.

Your team still decides

Staff see every token. They can override in a tap. The assistant books, checks status and cancels. It does not give medical advice.

Two ways patients join, chosen per doctor

A general OPD and a dental chair do not have the same morning. Tokens or appointments is a choice per doctor, not a choice for the whole building.

Token queue

The patient messages and receives the next number, a live wait, a nudge when two are ahead, and a your-turn alert. Best where consult length varies: general OPD, paediatrics, walk-in mornings.

Appointments

The patient picks a day and a free time, says what the visit is for — typed or as a voice note — and gets a reminder before the slot. Best for fixed-length visits: dental work, physiotherapy, specialist reviews.

How a token works

01

Scan or message

A QR at the desk, on the door, or on your Google listing opens WhatsApp with the message ready. Or the patient types whatever comes naturally.

02

A number comes back

The reply uses the language the patient used, including Hindi, with a token and a live wait. Roman script is not supported. Staff can override.

03

A nudge, then their turn

When two patients are ahead, a message goes out. The screen in the waiting room calls the number. Nobody has to crowd the desk to ask.

How an appointment works

01

Day, then time

Each appointment doctor has a QR. Phiawell offers the days that still have room, then the free times.

02

Name and reason

The patient sends a name and why they are coming. The clinic sees a short line. The patient gets the day, the time, and buttons to reschedule or cancel.

03

Reminder, then the queue

A reminder goes out before the slot. At the clinic they check in and join the line, and the screen calls them like any other token.

One screen for reception. One for the waiting room.

Live

The morning updates when someone books, cancels, or is marked done. There is no refresh button to remember.

Walk-ins still welcome

An older patient without a phone gets a token in two taps and a fair place in the line. Nobody is pushed back for not having a smartphone.

The television you already have

Open the display on an Android TV or a tablet. It shows who is being seen, who is next, and can call the number so staff do not have to shout.

No call goes unanswered

During OPD rush, a missed call gets an instant WhatsApp reply and lands in a shared inbox with an owner. You can see how many calls came in, how many were missed, and how many became a visit.

It sits beside what you already use

Phiawell WhatsApp Agent is not a replacement bill book. Keep your current way of billing if you want. The queue, the book and the missed-call inbox move onto WhatsApp, and into the Phiawell record when you run the full platform.

Different specialties, different mornings

Paediatrics

Sick children and parents wait at home until it is nearly their turn, not in a room full of other sick children.

Dental and physiotherapy

Fixed-length visits run as appointments, with a reminder before the chair or the session.

Diagnostics

Send a patient for a sample, then call them back for the report on the same token.

General OPD

Patients book from home, watch the wait, and arrive when they are two tokens away.

Many doctors

Each doctor or department has its own series, hours and QR. Reception sees all of them on one dashboard.

Any other specialty

The queue follows the workflow. A department chooses tokens or slots. See specialties.

Questions about Phiawell WhatsApp Agent

Do patients need an app?

No. They message the clinic number or scan the QR inside WhatsApp.

Can reception still issue a token?

Yes. A walk-in token takes two taps, with or without a phone number, and joins the same queue and the same display.

Can one clinic mix tokens and appointments?

Yes. Each doctor chooses. The general physician can run tokens while the dentist runs a book.

What if someone does not come?

Patients can cancel or reschedule in the chat. If they have not checked in after the slot, the visit can be marked a no-show so the time opens for someone else.

Which languages does it read?

Patients write the way they write: a major Indian language, English, or Hindi. We do not support Roman script. The reply comes back in that language. If the assistant is unsure, it asks one short question instead of guessing, and anything outside booking goes to reception.

Does the chat give medical advice?

No. It books, reports queue status and cancels. Warning symptoms are for your staff, not for an automated answer. Ongoing care after the visit is a Care Protocol a clinician starts.

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