Documentation

How to Use FormAlert

Step-by-step guides for every part of the software.

Overview Getting Started Plans Team & Providers Scheduling Payments Booking Page Appointments Queue Management Patients WhatsApp

Phase 09 · WhatsApp Conversations

Chat with patients and send follow-ups.

The WhatsApp page lets you read and reply to patients directly from FormAlert. Two-way chat is available on the Business plan. It shows the live 24-hour free window status for each conversation.

Reading and replying to patients

Go to WhatsApp in the sidebar to see all patient conversations.

Click any conversation to open it. On the Business plan, you can read and reply in full two-way chat — messages go directly to the patient's WhatsApp.

Each conversation shows whether the free 24-hour window is open. If open, your replies are free. If closed, only templates can be sent and wallet credits are deducted.

Click Actions on any conversation to send a confirmation, reminder, or follow-up template manually.

When a patient messages your clinic WhatsApp first, all replies in that thread are free for 24 hours. Template charges only apply to messages you initiate outside that window.

Sending a follow-up or reschedule template

Open the patient's conversation in WhatsApp.

Click Actions and select Send Follow-up.

The patient receives a WhatsApp message with three options they can tap:

1.Book a follow-up — a new appointment slot is created for them.
2.Reschedule — their existing appointment is moved to a new slot.
3.No thanks — no action taken.

What messages go out automatically

These templates fire without any action from your side:

TemplateWhen it sends

Appointment registeredWhen any booking is created — online, walk-in, or phone

Doctor booking alertOnline bookings only — sent to the doctor on their WhatsApp

Appointment confirmedWhen staff confirms the appointment

Appointment cancelledWhen patient or staff cancels — patient is notified automatically

24-hour reminderThe day before the appointment — Business plan only

2-hour reminder2 hours before the appointment — Business plan only

Review requestWhen you mark an appointment Completed

All automatic messages are deducted from your WhatsApp wallet at ₹0.25 each. Freeform replies within an open 24-hour window are free. Check your balance at Plans & Billing. If the wallet runs out, messages stop until you top up.

Reminders only fire for appointments that were confirmed before the reminder window opens. If an appointment is confirmed the same morning, the 2-hour reminder will not send.

Next: Payments Back to Overview

Ready to set this up for your clinic?

14-day free trial. No credit card. Setup in 10 minutes.

Start free for 14 days