# WhatsApp support when the front desk is busy Case study · Healthcare · Leiria · In production 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. - Receives WhatsApp requests at any time - Books, reschedules, and cancels appointments directly in the schedule - Checks the waitlist when an appointment becomes available - Drafts treatment plans that the professional reviews and sends with one click - Hands the conversation to a human whenever the topic leaves the defined scope ## What changed - Requests received outside opening hours are recorded and can be handled by the assistant - Bookings, changes, and cancellations use the same schedule as the team - The waitlist is part of the workflow instead of relying on front-desk memory - The 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. [Book a call](https://calendar.app.google/wzfT51cBvNT5i3x86) · --- FunnySoft · Forward Deployed Engineering · Leiria, Portugal João Paulo Santos, sole trader. Trade name FunnySoft. Tax number 239506308. Registered office: Leiria, Portugal. +351 916 439 451 · Call to the national mobile network If you have a consumer dispute, you can use [CNIACC](https://www.cniacc.pt). [Electronic complaints book](https://www.livroreclamacoes.pt/Inicio/)