Prep copy goes on WhatsApp or email after the slot is booked; do not ship a live SMS fasting nudge just because a demo funnel mentioned SMS. Fasting, location, and documents are logistics, not a diagnosis. Workflows fire from Appointment booked.
Pre-consult prep is sending approved fasting, location, or document instructions after Appointment booked, on WhatsApp templates and/or email — never as live SMS and never as new clinical advice.
Operators copy a kit hop list. Email overlay is the document hop; WhatsApp 24h window may already be closed, so use a template. Do not let the bot invent a diet.
After booking, before consult. Report-ready is after.
Workflows and drips. Conversation agent only for replies. 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. Warmup caps on a new From domain matter if email is the hop.
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.
Slot 7:30. Workflow emails fasting. WhatsApp template if no session. They ask about tea; handoff or a one-line approved FAQ. No SMS. Diagnostics ICP lives here.
Hospitals attach department-specific prep files in knowledge — names and instructions you published, not generated plans.
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: Pre-consult prep is sending approved fasting, location, or document instructions after Appointment booked, on WhatsApp templates and/or email — never as live SMS and never as new clinical advice. 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, Appointment booked, Email overlay, Diagnostics, 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 Pre-consult prep 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.
Prep hops. There is no nested playbook-by-channel path.
| Hop | Channel | What happens | Exit to next hop |
|---|---|---|---|
| 1 | Workflow | Stage enter booked | Send queued |
| 2 | Prep copy | Delivered | |
| 3 | WhatsApp template | If window closed | Delivered |
| 4 | SMS | Coming soon | Not live |
Prep vs diagnosis vs SMS.
Not live. Email and WhatsApp templates.
No. Approved copy only.
Closed-window WhatsApp needs a template. See the WhatsApp overlay.
No. Property on Appointment booked.
Same job, different Services catalog lines.
Sends debit the Organization wallet.
Parent directory, sibling jobs, ICP, stage, channel overlay, and product surfaces.
One URL per omnichannel job.
Directory →Must exist first.
Open →After the visit or draw.
Open →Fasting and home-collection windows.
ICP →Where prep workflows bind.
Stage →Document hop, not the qualifier.
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 →WhatsApp or email after the slot — never a live SMS fasting hop.
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