The three messages
- Confirmation, as soon as the booking is made: name, date, time, branch.
- Reminder about 24 hours before.
- A shorter reminder about 2 hours before, with one way to reschedule.
Send WhatsApp when the patient uses it, and SMS if that message is not delivered. The channel choice and the template rules are in appointment reminders by SMS and WhatsApp.
What stays out of the text
Do not put a diagnosis, a test result, or a case note in SMS or in a WhatsApp template. The message only needs to get the person to the right door. A discount inside the reminder makes it marketing, and Meta can reject the utility template. See template categories.
When the patient replies
“I need to move it” should land in the shared inbox, not on the receptionist’s personal phone. Inside the 24-hour window the desk can reply in free text. After that, a utility template reopens the chat.
Same stack for dentists, labs and salons. Sector overview: industry solutions. Local pages: Lebanon, UAE, Saudi Arabia.
FAQ
Are clinic appointment reminders marketing messages?
No, when they only confirm a booking the patient made. Add an offer and the message becomes marketing, with a marketing template and a separate opt-in.
Can the reminder include the diagnosis?
No. Keep medical detail out of SMS and out of the WhatsApp template. The message needs the time, the place, and a way to reschedule.
What if the patient is not on WhatsApp?
Send the same reminder by SMS. Register the clinic’s sender ID where the operator requires it.
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