WhatsApp Business lets you send and receive your patients' WhatsApp messages from BrainHi, in the same inbox where you already handle your conversations. This article explains who has it available, how it is connected, what a conversation looks like and what you can send depending on the 24-hour window.

What it is for

  • Receive your patients' WhatsApp messages in the BrainHi inbox.
  • Reply from BrainHi, without switching apps.
  • Send reminders, confirmations and BLAST campaigns through WhatsApp using approved templates.

Who has it available

WhatsApp Business is available per account. BrainHi enables the permission on your clinic's account. In addition, the account's WhatsApp configuration must be complete (the WhatsApp credentials, the WhatsApp Business account and the number). If the permission is not enabled or the configuration is incomplete, WhatsApp will not be available on your account yet.

How it is connected

The connection is made with Meta from an integration modal in BrainHi. You do not have to choose a plan: Meta handles the cost. When finished, a confirmation message appears. If you need to connect your WhatsApp, contact BrainHi.

About the WhatsApp number

  • The number that BrainHi already manages for your clinic is used.
  • Each clinic has a single number.
  • The WhatsApp profile shows your clinic's name and logo.

What a WhatsApp conversation looks like

WhatsApp messages arrive in the same inbox and the same conversation thread as the patient's other messages. There is no separate place to review them.

The 24-hour window

WhatsApp limits when you can write freely to a patient. The window is open if the patient wrote to you on WhatsApp in the last 24 hours. After 24 hours without a message from the patient, the window is closed.

Manual messages

These are the messages that staff write from the inbox.

  • Window open: free text can be sent.
  • Window closed: only an approved template can be sent.
  • Window closed and no approved template: the send fails. The message is not sent by SMS.

Automatic messages

These are reminders, confirmations and BLAST campaigns.

  • If there is an approved template, the message is sent as a template.
  • If there is no approved template and the window is open, it is sent as free text.
  • If there is no approved template and the window is closed, it is sent by SMS.
  • If the template is marked "SMS only", that is respected and it is sent by SMS.

Because each patient has their own window, a BLAST campaign can go out mixed: some patients receive it by WhatsApp and others by SMS.

Templates

  • BrainHi reuses the SMS templates your clinic already has.
  • Each template is marked as SMS, WhatsApp or both.
  • BrainHi submits the templates to Meta for approval, per clinic. Only approved templates can be sent through WhatsApp outside the 24-hour window.