Two ads and a walk-in are one person; merge before two desks offer two slots on the same morning. Qualification and calendars assume a single contact. This is not a sixth pipeline stage.
Duplicate patients is detecting and merging contacts that are the same person so qualifier fields and appointments are not split across two cards.
Meta + QR + website create twins. Two T-24h templates fire. Show-rate lies. Merge in CRM; do not add a Duplicate column. SMS to both numbers only doubles the spam — still not a reason to skip merge.
Runs beside capture. Finish merge before appointment-booking.
CRM merge is the runtime. Agents should not book a second slot when a twin exists. Do not use autonomous tasks as the inbound qualifier. Conversation agents, Growth drips, and autonomous list sends are three systems with no shared stop-when-booked contract. WhatsApp live catalog is Gupshup. Phone is Plivo; email is SES. Wallet-only pricing: preview the Organization wallet before a blast. Organization and Project — never a personal doctor phone that vanishes when the receptionist leaves.
Patient Inquiry Qualifier (reason, service_need, location, preferred_times). Catalogs: Departments, Doctors, Beds, Services — not a chart. Emergency utterances: call emergency services. Inbox handoff. Workflows can crm.create_task “possible duplicate” rather than auto-merge blindly.
Agents → Workflows on stage change: agent.run, route.agent, crm.set_custom_properties, crm.update_stage, crm.create_task, templated send.whatsapp/email. Not adaptive nurture.
Clock-based sequences and list blasts with wallet preview. Campaign conversion is reply rate unless you also track Appointment booked on the pipeline.
Keep a dental bot off a health-check reply. Route by stage, channel, or campaign.
One Organization, one Project. Healthcare pipeline labels. Wallet-only. Library kits are sketches — rewrite hops without SMS and without a diagnostic triage agent.
Setup → Channels (WhatsApp/Gupshup, Web, Meta, Email/SES, Phone/Plivo as needed) → Library templates → Agents → Studio (Patient Inquiry Qualifier, catalogs, appointment skill, emergency guardrail, handoff) → Router → Setup → Customers → Pipeline (five default columns) → Appointments/calendars → Agents → Workflows (stage changed: agent.run, route.agent, crm.set_custom_properties) → Growth with Organization wallet preview. Connect SMS (MSG91) under Setup → Channels when you want that hop.
Desk A books from the ad. Desk B books from QR. Merge before 10:25. One Appointments record. Reminder playbook sends once.
Click-path: Customers → contact → merge. Train ops, not a secret bot diagnosis of “same patient by symptoms.”
Operators assemble this job on the Project. Click-path remains Setup → Channels (WhatsApp/Gupshup, Web, Meta, Email/SES, Phone/Plivo as needed) → Library templates → Agents → Studio (Patient Inquiry Qualifier, catalogs, appointment skill, emergency guardrail, handoff) → Router → Setup → Customers → Pipeline (five default columns) → Appointments/calendars → Agents → Workflows (stage changed: agent.run, route.agent, crm.set_custom_properties) → Growth with Organization wallet preview. Connect SMS (MSG91) under Setup → Channels when you want that hop. Keep the quotable definition in the brief for the team: Duplicate patients is detecting and merging contacts that are the same person so qualifier fields and appointments are not split across two cards. Do not use autonomous tasks as the inbound qualifier. Conversation agents, Growth drips, and autonomous list sends are three systems with no shared stop-when-booked contract. While you implement, keep the parent playbooks directory, New enquiry, WhatsApp overlay, Clinics, Agent Studio, Growth campaigns, and wallet-only pricing in the same runbook. Do not invent Meta Cloud WhatsApp if the catalog is Gupshup. Do not promise adaptive nurture. Human handoff stays in the omnichannel inbox. Appointments and calendars are the slot truth when this job books time. Library templates are required outside the 24-hour WhatsApp window. Workflows fire on pipeline stage change only when you attach them under Agents → Workflows. The agent router keeps the wrong bot off this thread. Knowledge bases hold Departments, Doctors, Beds, and Services catalogs — not a clinical chart. Preview the Organization wallet before a blast. Do not claim HIS or EMR replacement. The Duplicate patients playbook never forks into a WhatsApp-only or voice-only child URL. Funnel percentages on library kits are estimates, not an SLA. Autonomous success is sends, reads, or contacted — not appointment booked. If this job mentions money, the Organization wallet is the meter. That is the honest operating manual for this URL.
Data job hops. There is no nested playbook-by-channel path.
| Hop | Channel | What happens | Exit to next hop |
|---|---|---|---|
| 1 | CRM | Detect twins | Task or merge UI |
| 2 | Inbox | Keep history | One thread |
| 3 | Calendars | Collapse double slots | One event |
| 4 | One reminder | Not two templates |
Merge vs extra stages.
No. CRM merge on the five-column board.
Prefer a task plus human confirm for healthcare names.
Merge first regardless.
Do not merge those. Tag relationship in properties.
HIS stays HIS. This is the engagement contact.
Before appointment-booking.
Parent directory, sibling jobs, ICP, stage, channel overlay, and product surfaces.
One URL per omnichannel job.
Directory →Creates the twins.
Open →After one contact exists.
Open →Small desks feel double-book pain first.
ICP →Where twins usually sit.
Stage →One reminder thread after merge.
Channel overlay →How-to companion. This playbook stays the job URL.
Guide →Agent Studio, skills, knowledge, router, workflows.
Explore agents →Library templates, audiences, wallet preview.
Explore campaigns →Sends and minutes debit the Organization wallet. Creating a CRM row does not.
See pricing →