One URL per job — omnichannel, not a page per channel
Each playbook is one omnichannel job — enquiry to slot, reminder, no-show, recall — never a nested WhatsApp-only or voice-only URL. Canonical jobs: patient qualification (non-diagnostic), appointment booking, reminders without live SMS, no-show recovery, annual checkup reactivation. Library kits hc-appointment-reminder, hc-lead-followup, and hc-reengage are sketches: strip SMS, and do not ship a Patient Triage that “detects symptoms.”
- Qualify → book → remind → recover
- Recall success is contacted
- No nested WhatsApp URLs
A playbook is not a stage and not a channel
Pipeline pages explain the five default columns. Channel overlays explain hops. Playbooks are the jobs that move cards using several hops. Conversation agents, Growth campaigns/drips, and autonomous list sends are three systems. They do not share a stop-when-appointment-booked contract. Autonomous success today is sends, reads, or contacted. Campaign conversion is reply rate unless Appointment booked is tracked on the pipeline. WhatsApp catalog is Gupshup. Adaptive nurture is not shipped. No-show and report-ready are playbooks, not extra stages. Appointments/calendars are slot truth; the Appointment booked column should match a meeting.
How operators assemble a job
Every leaf repeats a concrete click-path. The pattern is the same; templates and stages change. Organization and Project — never a personal doctor phone as the source of truth.
- Connect channels Setup → Channels: WhatsApp (Gupshup), Phone (Plivo), Email (SES), Web, Meta. Skip SMS. Web Push is a separate channel, not a playbook fork.
- Library templates Approve utility and marketing templates before closed-window WhatsApp. Steal timing from hc-appointment-reminder / hc-reengage; delete SMS hops and “detects symptoms” agents.
- Agent Studio Patient Inquiry Qualifier, catalogs, appointment skill, emergency guardrail, human handoff. Router by stage and department.
- Pipeline + calendars + workflows Five columns. Appointments/calendars for time. Agents → Workflows on stage change: agent.run, route.agent, crm.set_custom_properties.
Canonical jobs
Start here. The rest of the directory supports capture, programs, and after-consult work on the same rules.
| Job | What it is | What it is not |
|---|---|---|
| Patient qualification | reason, service_need, location, preferred_times | Diagnosis or “detects symptoms” |
| Appointment booking | Calendars, then Appointment booked column | Autonomous send trophy |
| Appointment reminder | WhatsApp template, email, optional voice + AMD | Live SMS (kit hop stripped) |
| No-show recovery | New slot, same booked column | Fake Consult done or a No-show stage |
| Annual checkup reactivation | Campaigns or autonomous; success = contacted | Booked until calendars or a workflow say so |
Capture and qualify
Get every enquiry onto one contact, then run the non-diagnostic qualifier. Each card is one omnichannel job. There are no playbook-by-channel nested paths.
Match, book, remind, recover
Catalog match, calendars, reminders without live SMS, no-show as a playbook. Each card is one omnichannel job. There are no playbook-by-channel nested paths.
Programs and packages
Recalls and package blasts. Autonomous success is contacted, not booked. Each card is one omnichannel job. There are no playbook-by-channel nested paths.
After consult and compliance
Report-ready pings, plan follow-up, NPS, STOP on the Project contact. Each card is one omnichannel job. There are no playbook-by-channel nested paths.
Library kits as sketches
hc-appointment-reminder still lists SMS and extra stages (Reminded, Confirmed, No-show). hc-lead-followup still names Patient Triage that detects symptoms. hc-reengage still implies one-tap booking as the send metric. Marketing leaves keep WhatsApp, email, and phone; they keep five pipeline columns; they keep autonomous success as sends, reads, or contacted. Funnel percentages on those kits are estimates, not an SLA and not your Insights chart. Wallet-only: preview the Organization wallet before a blast. Emergencies: tell the visitor to call emergency services immediately. Knowledge holds Departments, Doctors, Beds, and Services — not a clinical chart. Each job leaf links its canonical how-to under /guides/healthcare.
Frequently asked questions
Directory rules operators actually argue about.
Why isn’t there a WhatsApp-only playbook URL?
The job is omnichannel. Channel overlays explain the hop. Nested playbook×channel paths are forbidden.
Can we add No-show or Report ready stages?
No. Those are playbooks. Keep New enquiry, Appointment booked, Consult done, Treatment plan, Recurring patient.
Does autonomous reactivation book the slot?
No. Success is sends, reads, or contacted. Booking is calendars plus the Appointment booked column (human, appointment skill, or workflow).
Campaign conversion?
Reply rate unless Appointment booked is tracked on the pipeline. Do not equate reads with bookings.
The library kit includes SMS and symptom detection. Ship it?
The qualifier does not diagnose. Use the kits for timing and audiences only.
Where is pricing?
Wallet-only. Pricing. Creating a CRM row does not debit; sends and minutes do.
How do I assemble one job?
Setup → Channels → Library → Studio → Router → Pipeline → Appointments/calendars → Workflows → Growth with wallet preview. Each leaf repeats the click-path.
Related
Hub, pipeline, a channel overlay, product. Compare is bake-offs; guides are how-tos. Jobs stay on this directory.
Guides
How and when. Jobs stay on playbooks.
Guides →Healthcare hub
ICPs, channels, pipeline, playbooks.
Hub →Healthcare pipeline
Five columns the jobs write.
Pipeline →WhatsApp overlay
Session vs Gupshup template on a hop.
Channel →AI agents
Studio, skills, knowledge, workflows.
Product →Campaigns
Library, audiences, wallet preview.
Product →Wallet-only pricing
No seat fees. Pay for sends, calls, and AI.
Pricing →Pick the job, not the channel microsite
Connect hops, attach the non-diagnostic qualifier, preview the wallet, and keep one contact timeline.
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