Conversation agent
Specialty match from Doctors/Services, appointment skill, explicit non-diagnostic guardrail, inbox handoff.
Named doctor and slot from catalog — not a diagnosis in chat
Specialty OPDs match the visitor to a named doctor and slot from the catalog, then remind and recover no-shows — they do not diagnose from chat. Qualifier fields remain reason, service_need, location, and preferred_times. Doctors and Services catalogs do the match. Emergencies: call emergency services immediately.
- Named-doctor match
- Procedure-slot calendars
- No-show recover
Specialty WhatsApp that invents a procedure is the failure mode
Dental, ENT, and similar OPDs live or die on a named clinician and a chair-time calendar. Patients paste photos and expect a plan. CoPulse must refuse that job: match Doctors and Services, collect preferred_times, book a consult slot, remind, recover no-shows. Treatment plan is a pipeline column after a human consult — not a bot output. Human handoff is mandatory when they ask “what’s wrong.”
Omnichannel journey
Instagram and the clinic site in; WhatsApp matches doctor; voice recovers no-shows; email sends pre-consult prep — one specialty timeline.
- Meta and web Ad leads and site chat create New enquiry. Same Project as walk-ins.
- WhatsApp specialty match Named doctor from catalog, service (consult vs follow-up), location, times. Refuse diagnosis.
- Phone no-show recover Chair time is expensive. Voice offers a later slot. Replied ≠ they will sit in the chair.
- Email prep X-ray instructions or fasting if your service requires it — from knowledge, not a custom clinical letter the bot authors.
How it runs in CoPulse
Conversation agent does match and booking. Campaigns remind. Workflows can move stages after consult. Autonomous winback is sends/reads on a cold list.
Calendars
Per-doctor chair time in Appointments/calendars. Catalog without calendar is a brochure.
Campaigns
Reminders and recall templates on Gupshup WhatsApp plus email.
Autonomous (optional)
Overdue hygiene or follow-up lists. Success is sends and reads until a human books.
Operator setup
Project per specialty clinic if doctor calendars must not mix with a general OPD next door.
Setup → Channels (WhatsApp via Gupshup, email, phone, web, Meta if you run ads) → Library templates → Agents → Studio (qualifier + catalogs + appointment skill + emergency guardrail) → Agents → Router → Setup → Customers → Pipeline → Appointments/calendars → Growth campaigns with Organization wallet preview.
Aligner consult week without a chat diagnosis
An Instagram lead asks if they need braces. The agent does not say yes. It matches the orthodontist in Doctors, offers two consult slots, stores reason as “alignment consult.” Reminder T-24h. No-show Friday gets a voice recover. After the human consult, staff move Treatment plan and may start a drip you configured — the bot never wrote the plan. Wallet-only so a two-chair clinic is not buying seats.
Photos in chat are not an exam. Handoff. Keep the catalog of procedures as names and durations, not clinical indications the model should apply.
Patient Inquiry Qualifier fields are reason, service_need, location, and preferred_times. The agent does not invent a clinical finding. Knowledge bases hold Departments, Doctors, Beds, and Services catalogs — not a clinical chart. Appointments and calendars are the slot truth; the Appointment booked column is not inferred from a campaign send. The omnichannel inbox keeps WhatsApp, voice, email, and web on one contact so a nurse or desk can take human handoff with the thread. Pricing is wallet-only — no seat fees. Autonomous tasks, when used, count sends, reads, or contacted until a human or workflow moves the pipeline. If a visitor describes an emergency, the agent must tell them to call emergency services immediately; CoPulse is not an emergency line and not an HIS or EMR. Playbooks: specialty match, no-show recovery, appointment booking. See doctors and services knowledge bases. Never fork this ICP into a WhatsApp-only child URL. For dental and specialty OPDs, keep one Organization and a Project per facility or program cluster. Preview wallet cost before any blast. Library templates are required outside the 24-hour WhatsApp window. Workflows fire on stage change only when you attach them under Agents → Workflows. The agent router keeps a specialty bot off a billing thread. Funnel percentages on library kits are estimates, not an SLA.
Specialty OPD hops
Match, book, remind, recover — diagnosis stays with the clinician.
| Hop | Channel | What happens | Owner |
|---|---|---|---|
| 1 | Meta / web | New enquiry | Capture |
| 2 | Named doctor + slot | Specialty match | |
| 3 | Phone | No-show recover | Voice |
| 4 | Pre-consult prep | Campaign | |
| 5 | Inbox | “What’s wrong with me” | Human |
Playbooks for this team
Jobs are omnichannel. Each link is one URL, not a WhatsApp-only clone.
Guide: Calendars vs stage
How-to for this desk. Playbooks remain the jobs.
Guide →Specialty match
Named doctor and service from catalog.
Open playbook →No-show recovery
Chair time recovered on WhatsApp and voice.
Open playbook →Appointment booking
Consult slot after qualifier fields, not after a chat diagnosis.
Open playbook →Frequently asked questions
Named doctors, chair time, and non-diagnostic rules.
Can the bot look at a tooth photo and suggest a procedure?
No. That is diagnosis. Match a doctor and book a consult. Hand off if they insist.
How do we bind a slot to Dr. Shah specifically?
Doctors catalog plus Appointments/calendars for that clinician. The qualifier reads both.
When does Treatment plan get set?
After Consult done, by a human or a workflow you attach — never by the intake agent inventing a plan.
SMS for chair reminders?
Coming soon. WhatsApp templates and voice today.
Emergency swelling in chat?
Tell them to call emergency services immediately, then stop the booking script.
Pricing?
Wallet-only. Pricing.
Related
Parent hub, sibling teams, and product surfaces this ICP actually uses.
Healthcare hub
Appointments, qualifier, catalogs, and inbox — directory of care-team ICPs and jobs.
Back to hub →Clinics
General OPD qualifier on the same platform.
Open →Hospitals
Department catalogs when specialty sits on a campus.
Open →AI agents
Specialty match, guardrails, appointment skill.
Explore →Wallet-only pricing
Recall blasts debit the Organization wallet.
See pricing →Match the doctor, skip the chat diagnosis
Load Doctors and Services, connect chair calendars, and recover no-shows.
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