Conversation agent
Agent Studio: qualifier, department/doctor/service files, appointment skill, emergency guardrail, handoff to a department queue.
Department routing from a shared hospital inbox
Hospital desks route department and doctor questions from a shared inbox while knowledge bases hold departments, doctors, and services — not the clinical chart. The Patient Inquiry Qualifier records reason, service_need, location, and preferred_times, then the appointment skill offers a slot. Emergencies are told to call emergency services immediately.
- Shared department inbox
- Doctor and service catalogs
- Calendar slots + handoff
Why hospital WhatsApp groups are not a desk
A multi-specialty board cannot live on one consultant’s phone. Callers ask for a department, a named doctor, a bed class, or a package, and the night desk has no audit trail. If the bot reads the clinical chart, you have built the wrong product. CoPulse keeps catalogs (Departments, Doctors, Beds, Services) on the Project knowledge base and the qualifier on the conversation agent. Human handoff in the omnichannel inbox is how insurance, complaints, and clinical doubt leave the bot.
Omnichannel journey
Ads and the hospital site create the enquiry; WhatsApp matches department and doctor; voice confirms the slot; email carries prep and reports — one contact, five pipeline columns.
- Web and Meta capture Hospital site chat and ad leads create New enquiry. Visitor tracking can attach a person before they share a WhatsApp number.
- WhatsApp routing Qualifier plus catalog: department, named doctor, service, preferred times. Router can split cardiology vs dental so the wrong agent never answers.
- Voice confirmation AMD and dialer modes confirm tomorrow’s OPD or recover a no-show. Campaign replied is speech-to-text, not attendance.
- Email for packets Prep instructions and report-ready notes. Not a substitute for WhatsApp qualification or for the LIS.
How it runs in CoPulse
Conversation agents and the inbox are the hospital desk. Campaigns are for packages and programs. Workflows move stages. Autonomous lists are optional for dormant OPD — sends and reads only.
Shared inbox
Night desk and specialty teams see the same WhatsApp, voice, and email thread. Personal forwarding is the failure mode.
Workflows
On Appointment booked, send the reminder template. On Consult done, queue a treatment-plan drip if you configured one.
Campaigns
Health-check packages to a CRM segment with wallet preview. Gupshup templates outside 24 hours.
Operator setup
One Organization for the hospital group; a Project per campus if catalogs and calendars must not mix.
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.
A Tuesday OPD on one Project
A cardiology ad lead and a walk-in QR both hit New enquiry. The qualifier asks reason and preferred times, matches Dr. Rao from Doctors, and offers two calendar slots. The visitor asks about cashless; confidence drops and the thread lands on the insurance queue with history intact. T-24h reminder goes as a Gupshup template. A no-show the next morning gets a voice recover with a later slot — the pipeline stays Appointment booked only when the calendar says so. Autonomous is not in this hop.
Keep one knowledge pack per campus. Mixing three doctor rosters in one agent is how you offer a slot in the wrong building. Beds catalog answers class questions; it does not manage occupancy like an HIS.
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 that usually sit next to this ICP are specialty match and appointment booking. Compare pages vs HIS-only or WhatsApp-inbox-only tools come later in the tree. Do not promise the bot will pick a treatment plan. For multi-specialty hospitals, 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.
Hospital enquiry hops
Department questions and slot offers share one contact record.
| Hop | Channel | What happens | Owner |
|---|---|---|---|
| 1 | Web / Meta / QR | New enquiry | Capture |
| 2 | Department + doctor match | Qualifier | |
| 3 | Phone | Confirm / no-show | Voice |
| 4 | Inbox | Insurance or clinical handoff | Human |
| 5 | Prep packet | Campaign |
Playbooks for this team
Jobs are omnichannel. Each link is one URL, not a WhatsApp-only clone.
Guide: Hospital vs clinic scripts
How-to for this desk. Playbooks remain the jobs.
Guide →Specialty match
Map the enquiry to a department and named doctor from catalog.
Open playbook →Appointment booking
Offer calendar slots after qualifier fields are complete.
Open playbook →Appointment reminder
T-24h confirm on WhatsApp and voice — not a live SMS hop.
Open playbook →Frequently asked questions
Hospital desks, catalogs, and what stays out of CoPulse.
Can one agent cover every department?
Only if catalogs and router rules are scoped. Mixing dental and cardiology without files is how the bot offers the wrong doctor. Prefer Agents → Router by department.
Does knowledge include the clinical chart?
No. Departments, Doctors, Beds, and Services only. Chart, orders, and pharmacy stay in your existing systems.
How do we handle emergencies in chat?
Instruct the visitor to call emergency services immediately. Do not continue a booking script on an emergency utterance.
Is WhatsApp on the consumer Cloud API paste?
Live WhatsApp is Gupshup under Setup → Channels. Use approved templates after 24 hours.
Will autonomous fill empty OPD automatically until booked?
Autonomous measures sends and reads. Booking is the appointment skill, a human, or a workflow on the calendar — not autonomous success.
Where is pricing?
Wallet-only. Campus blasts debit the Organization wallet. 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
OPD walk-ins and missed calls on one Project inbox.
Open →Dental & specialty
Named doctor match without diagnosing from chat.
Open →Omnichannel inbox
Department queues, full thread, human handoff.
Explore →Wallet-only pricing
Hospital campaigns debit the Organization wallet, not a seat per desk user.
See pricing →Put the hospital desk on one Project
Connect Gupshup, load department catalogs, and route insurance to humans.
Get started free