Conversation agent
Agent Studio: qualifier, knowledge catalogs, appointment skill, emergency guardrail, inbox handoff. Interactive lists in the session window.
Session for qualify and slots — templates when the window closes
WhatsApp is the session for qualification and slot offers; outside 24 hours you send approved Gupshup templates, not a Meta Cloud paste and not SMS. Capture may start on web or ads. Voice confirms. Email carries prep. The same contact moves New enquiry → Appointment booked → Consult done → Treatment plan.
- 24h session vs Gupshup template
- Lists, Flows, PRODUCT/CATALOG
- Same inbox as voice
Front-desk WhatsApp is not a Project session
Clinic numbers live on a receptionist phone, then die when the 24-hour session ends or when someone asks for a package list the desk cannot paste. CoPulse connects WhatsApp under Setup → Channels through Gupshup: a new Cloud API number or coexistence on an existing WhatsApp Business App line. In session, the conversation agent runs the Patient Inquiry Qualifier, can send interactive lists (department or service), and can start a WhatsApp Flow from a Library form for structured capture. PRODUCT (one package) and CATALOG (several packages) templates are message types after they ask to see offerings — they are not the Departments/Doctors/Beds/Services knowledge catalogs. Outside the window, only an approved library template sends. SMS is a separate MSG91 hop, not a WhatsApp-window fallback.
Where this hop sits in the job
Web, Meta, or walk-in QR often creates New enquiry. WhatsApp is usually the qualify-and-slot hop, then the reminder hop after 24 hours. Phone confirms quiet threads. Email is prep and report-ready. Consult and treatment plan are pipeline columns, not extra WhatsApp products.
- Enquiry lands Widget, ad lead, or QR writes New enquiry. WhatsApp continues the same contact after they share a number — or they message the Business line first.
- In-session qualify and slot Reason, service_need, location, preferred_times. Lists pick a department. Appointment skill offers a calendar slot. Flows if you need a longer form without a 20-message chat.
- Reminder after the window T-24h confirm is a utility template from Library (Gupshup sync). Free-text will fail. Wallet preview on campaigns.
- Consult and plan stay on the board After the visit, workflows may send a prep or follow-up template. Treatment plan is a column staff move — the bot does not invent a clinical plan in chat.
How it runs in CoPulse
Conversation agent on the session. Library templates (including PRODUCT/CATALOG) for closed-window and packages. Campaigns for programs. Workflows on Appointment booked can send the reminder template. Autonomous may send WhatsApp after you approve a plan — success is sends/reads, not booked.
Gupshup onboarding
New number or coexistence with the Business App. Template sync. Product mechanics live on /channels/whatsapp — this page is the clinic job.
Lists, Flows, PRODUCT/CATALOG
Lists = in-session choices. Flows = Library forms for structured capture. PRODUCT one item, CATALOG several — not the same as agent knowledge catalogs.
Campaigns and workflows
Reminders and health-check blasts use approved templates. Preview Organization wallet. Not SMS.
Operator setup
One Organization wallet, one Project WhatsApp line (Gupshup), Healthcare pipeline labels.
Setup → Channels (WhatsApp / Gupshup, coexistence or new number) → Library (templates, PRODUCT/CATALOG, Flows from forms) → Agents → Studio → Router → Pipeline → Appointments/calendars → Growth with wallet preview. Do not add SMS.
Tuesday OPD from ping to T-24h template
A patient messages during session. The agent shows a list of departments, stores dermatology as service_need, offers Thursday 6:30 from calendars, and stays silent on “what cream should I use” by handing off. Tomorrow the session is closed: the reminder is an approved template. Voice still runs if they do not tap confirm. Email is unused unless this is a package with fasting prep. That is patient qualification plus booking — not a WhatsApp-only microsite.
For a health-check catalog send, use a CATALOG template of packages, not a dump of the Doctors knowledge file. Replies reopen a session; the qualifier triages. Coexistence means the clinic can keep the Business App on the same line while CoPulse agents send — operators still must not run a parallel personal number as the source of truth.
This overlay is how WhatsApp sits on a healthcare Project, not a second product manual. The Patient Inquiry Qualifier still collects reason, service_need, location, and preferred_times. Knowledge bases hold Departments, Doctors, Beds, and Services — not a clinical chart. Appointments and calendars are slot truth. Inbox plus human handoff carries clinical questions. Pricing is wallet-only. Autonomous success is sends, reads, or contacted — not appointment booked. If a visitor describes an emergency, tell them to call emergency services immediately. Coexistence, lists, Flows, and PRODUCT/CATALOG are the same Gupshup mechanics as the product channel page, applied to OPD jobs. Do not paste a consumer Cloud API token as the live path. Keep one Organization and a Project per facility or program. Preview the Organization wallet before a blast. Library templates are required outside the 24-hour WhatsApp window. Workflows fire on pipeline stage change only when you attach them. Do not invent extra board columns. Do not claim HIS or EMR replacement. Playbooks remain omnichannel URLs; this channel is one hop.
WhatsApp across the care job
One channel, five moments. Exits are pipeline columns, not nested WhatsApp URLs.
| Job | This channel | Other hops | Exit |
|---|---|---|---|
| Enquiry | Inbound session / continued from web | Web, Meta, QR | New enquiry |
| Slot | Qualifier + lists/Flows + calendar offer | Calendars | Appointment booked |
| Reminder | Approved Gupshup template | Voice if quiet | Still booked (or recovered) |
| Consult | Prep template if still in window or templated | Email prep | Consult done |
| Plan | Follow-up template after staff move the column | Inbox handoff | Treatment plan |
Playbooks that use this hop
Each playbook is the full omnichannel job. This channel is one step, not a second URL tree.
Guide: WhatsApp 24-hour window
How this hop sits in the omnichannel job.
Guide →Patient qualification
Four qualifier fields on WhatsApp, then CRM.
Open playbook →Appointment booking
Slot offer in session after catalogs match.
Open playbook →Appointment reminder
Closed-window template, then voice.
Open playbook →Frequently asked questions
Sessions, Gupshup, lists/Flows, and what WhatsApp is not.
What happens after 24 hours?
Free-text session replies fail for proactive outbound. Send an approved library template synced via Gupshup. Operators pick it; autonomous planning does not auto-build the pair today.
Do we paste a Meta Cloud WhatsApp token?
No. Live WhatsApp is Gupshup (new number or coexistence). Mechanics: WhatsApp product page.
Lists vs Flows vs PRODUCT/CATALOG?
Lists are in-session choices (department/service). Flows are Library forms. PRODUCT is one package; CATALOG is several. Agent knowledge catalogs (Doctors, Services) are separate.
Can WhatsApp replace SMS reminders?
Connect SMS (MSG91), or use templates, voice, and email.
Does a template send mean they will attend?
No. Delivered is not Appointment booked. Calendars and the board column are slot truth.
Seat fees?
No. Wallet per send.
Related
Hub, sibling hops, product channel page, and the surface operators actually open.
Healthcare hub
Qualifier, catalogs, calendars, ICPs, and jobs.
Back to hub →Phone
Confirmations and no-show recovery.
Open →Prep and report-ready notes.
Open →Omnichannel inbox
WhatsApp sits on the same contact as voice and email.
Explore →WhatsApp on CoPulse
Gupshup, coexistence, lists, Flows, PRODUCT/CATALOG.
Product channel →Wallet-only pricing
Session and template sends debit the Organization wallet.
See pricing →Connect the clinic WhatsApp line
Gupshup onboarding, sync templates, put the qualifier in Studio, keep voice on the same contact.
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