Case study · Healthcare · LeiriaIn production
WhatsApp support when the front desk is busy
At a physiotherapy clinic in Leiria, an AI assistant answers WhatsApp, books and reschedules appointments, and manages the waitlist. The team can take over any conversation at any moment.
The context
A physiotherapy clinic with a full schedule and an overloaded front desk. Bookings arrived by phone and WhatsApp throughout the day, including after hours. Reschedules and no-shows left holes in the schedule that a manually managed waitlist rarely filled in time.
The problem
Every unanswered message was an appointment at risk. The team spent hours on the phone instead of with patients, and waitlist management depended on the memory of whoever was at the desk that day.
What we built
An AI assistant connected to the clinic's WhatsApp and scheduling system. It interprets the request, checks availability, and performs approved tasks. The team follows every conversation and can take over whenever needed.
- 01Receives WhatsApp requests at any time
- 02Books, reschedules, and cancels appointments directly in the schedule
- 03Checks the waitlist when an appointment becomes available
- 04Drafts treatment plans that the professional reviews and sends with one click
- 05Hands the conversation to a human whenever the topic leaves the defined scope
What changed
- 01Requests received outside opening hours are recorded and can be handled by the assistant
- 02Bookings, changes, and cancellations use the same schedule as the team
- 03The waitlist is part of the workflow instead of relying on front-desk memory
- 04The system is in production and the team remains in control of conversations
Does your team also handle requests through WhatsApp or phone?
On the first call, we identify one repeated task, its exceptions, and the systems that would need to connect.