WhatsApp patient communication
A WhatsApp assistant for clinics, connected to your calendar.
Loominary sets up an AI WhatsApp assistant in your clinic: an agent built for your clinic. It replies to patients on the clinic's number, books, confirms and reschedules appointments in the calendar you already use, and sends reminders that ask for a reply. It works 24 hours a day, in European Portuguese, and hands the team whatever needs a person.
- On the clinic's number
- Live in 1 to 2 weeks
- GDPR compliant
By Jorge Ferreira, founder of Loominary · LinkedIn·
Your clinic
online
- Tuesday
Good evening. I'd like to book an assessment appointment, ideally late in the afternoon.
21:14Good evening, this is Maria, the clinic's virtual assistant. I have Thursday at 6 pm or Monday at 6:30 pm. Which do you prefer?
21:14Thursday at 6.
21:15You're booked: Thursday, 6 pm. I'll send you a reminder the day before. If you need to change it, just reply to this message.
21:15
Why the clinic's WhatsApp goes unanswered
Patients write on WhatsApp because it is easier than calling, and they write when they can: at lunchtime, at 9 pm, on a Sunday. At the clinic, the person who replies is the same person who answers the phone and greets patients at the desk. Messages wait. Someone who asks about an opening at 9 pm and only hears back mid-morning the next day has often already booked somewhere else.
Then there is the number itself. In many clinics, the WhatsApp line is a receptionist's personal phone, with patient conversations on a device the clinic doesn't own. We explain why that is a problem in WhatsApp for clinics: what the GDPR allows (in Portuguese).
WhatsApp chatbot or an assistant connected to the calendar?
A menu chatbot routes people ("press 1 for appointments") and in the end someone at the clinic still has to pick up the conversation. The agent reads what the patient writes, in their own words, checks the open slots in the clinic's calendar and books. The appointment is recorded without anyone copying anything into the practice management software.
How it works
WhatsApp appointment booking, step by step
- 01
The agent replies and introduces itself
Within seconds, on the clinic's number. In the first message it says it is the clinic's virtual assistant, an automated system, and how to reach the front desk.
24 hours a day
- 02
Books in the calendar you already use
It offers real open slots, books the appointment and sends a confirmation with the date, time and address.
No change of software
- 03
Reminds and asks for a reply
Before the appointment it sends a reminder: 1 to confirm, 2 to reschedule. Anyone who replies 2 gets alternative times straight away.
24 to 48 hours before
- 04
Hands the team what belongs to the team
Symptoms, complaints and questions it can't answer go to the front desk. The agent doesn't make up answers.
No diagnoses
Real results
What changed at MLClinic, in Cascais
A medical and dental clinic, Loominary's first client. Before, after-hours messages waited until the next day. Numbers from the first month with the agent on the phone and on WhatsApp.
MLClinic
Dental and aesthetic medicine · Cascais
+22
appointments a month
recovered appointments that used to be lost
-70%
front-desk phone workload
less time on the phone, more time with patients
0
missed calls
every call answered, 24 hours a day
What the WhatsApp assistant doesn't do
- It doesn't give clinical advice or interpret symptoms. If a patient describes a health problem, the conversation goes to the team.
- It doesn't send promotions without consent. Reminders for booked appointments don't need marketing consent; campaigns do.
- It doesn't replace the front desk. It handles the messages that used to go unanswered, so the team can focus on the people in the clinic.
GDPR and the EU AI Act
The clinic is the data controller and Loominary is the data processor, under a data processing agreement. Data is encrypted and not shared with third parties. The EU AI Act requires that people know when they are talking to an AI system, which is why the agent says it is a virtual assistant in its very first message.
Set up in 1 to 2 weeks
It starts with a free 15-minute assessment. Then we set up the agent with the clinic's treatments, insurers and opening hours, connect it to WhatsApp and to the calendar, and stay close during the first weeks. Patient service doesn't stop during setup. If your calendar is in iMed, the iMed integration page explains what the agent does there. If you also want calls answered, the same agent answers the phone: see the virtual assistant for clinics.
By type of clinic
Every clinic's WhatsApp gets different questions
Dental clinics
Toothache on a Saturday, implant assessments, cleanings, quote requests and no-shows.
Physiotherapy
Many sessions per patient, constant rescheduling and questions about insurance and agreements.
Aesthetic clinics
Price requests on WhatsApp, assessment appointments and messages coming in from ad campaigns.
Phone and WhatsApp
A virtual receptionist that answers when the front desk is busy or closed.
Frequently asked questions
Questions about the WhatsApp assistant
Does the assistant use the clinic's WhatsApp number?
Yes. It runs on the WhatsApp Business API with the clinic's number, never on a staff member's phone. If the clinic's WhatsApp is on a personal number today, we look at that during the assessment, because it is the first thing to fix.
Does the patient know they are talking to an AI?
Yes. The first message says the conversation is handled by the clinic through an automated system and explains how to reach the front desk.
Do WhatsApp reminders reduce no-shows?
The ones that ask for a reply help, because the patient confirms or reschedules instead of simply not turning up. We explain why in how to reduce missed appointments (in Portuguese).
How much does it cost?
It is built to measure for each clinic, so there is no price list. The model is a one-off implementation fee plus a fixed monthly fee, with no per-call or per-message charge from Loominary. WhatsApp messages the clinic sends on its own initiative, such as reminders, carry Meta's rate and are paid to Meta. The amount varies with the channels (phone, WhatsApp and email), the integrations with the management software and the number of locations, and is presented in the free 15-minute assessment.
Can I see it working before I decide?
Yes. Request a demo: we talk to you on WhatsApp, or Jorge calls you, and we show the agent booking and rescheduling in a sample clinic.
How many messages go unanswered today?
In 15 minutes we look at your clinic's WhatsApp and calls and tell you how many appointments that adds up to.