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An automated reminder pipeline that reaches every patient on their preferred channel — WhatsApp, then SMS, then a live or AI voice call — recovers no-shows before they happen, and routes cancellations straight to your front desk for a human follow-up.
Your staff export or fill in the appointment list and drop it into the system. Each row carries the patient name, mobile number, and appointment date & time — nothing else to configure. The system validates the file and queues every appointment automatically.
Exactly 48 hours before the appointment, the system calls the messaging API and sends a single WhatsApp message. The patient can reply right inside the chat — confirm, cancel, or ask to rebook — using quick-reply buttons.
The system watches the delivery and read status returned by the API. This single check decides whether the patient needs a second nudge on another channel.
Message marked as read. No further reminder is sent — we simply wait for the patient's response and reflect it on the dashboard.
Delivered but unread (or undelivered). The system automatically escalates to the SMS fallback in Step 4.
If the WhatsApp message is still unread at the 24-hour mark, the system sends the same reminder over plain SMS, so patients without WhatsApp still get reached. The SMS carries the same options — confirm, cancel, or request a rebook — by replying with a keyword.
If there's still no confirmation or reply after both WhatsApp and SMS, the system triggers a phone call at the 6-hour mark — the final safety net before the appointment. The call can be handled two ways, and you can switch between them per clinic or per day:
The patient appears on a "Call now" list. Your assistant phones to confirm, cancel, or rebook, then marks the outcome — the personal touch for high-value or elderly patients.
An automated voice agent calls, confirms the appointment, and captures the response by voice — scalable, available out of hours, and frees your staff. Anything it can't resolve is escalated to a human.
Whatever channel the patient used, their reply is captured and categorised. A confirmation closes the loop quietly. A cancellation or rebook request is flagged immediately and pushed to the dashboard as an action item for your team.
Marked confirmed. No action needed — appointment stands.
Slot freed and flagged. Patient asked if they'd like to rebook.
Added to the follow-up queue for a personal call from your team.
Cancellations and rebook requests never get lost — whether they came in by WhatsApp reply, SMS, or during the 6-hour voice call. They surface on the dashboard's "Needs follow-up" queue, where your assistant can see who to call, why, and when. After the call, they mark the appointment rebooked or closed — keeping the record clean.
The exact wording patients receive at each stage. Fields in {green} are filled automatically from your Excel file.
Press play to hear how the call sounds. These are the actual neural voices we'd put on the line — not a browser placeholder.
These samples were rendered offline with Kokoro TTS — an open-source (Apache 2.0) 82M-parameter neural voice model. A live deployment uses the same class of natural voice delivered over Twilio Programmable Voice.
A single live view of every patient: who's been reminded, on which channel, who confirmed, and who needs a call back. Below is a representative layout.
| Patient | Appointment | Channel | Status | Next action |
|---|---|---|---|---|
| Sarah Mensah | Thu 4 Jun · 10:30 | WhatsApp · read | Confirmed | — |
| David Owusu | Thu 4 Jun · 11:15 | WhatsApp → SMS → 📞 call | Calling now | Human assistant dialling |
| Joyce Adjei | Thu 4 Jun · 13:00 | SMS → 🤖 AI call | Confirmed by voice | — |
| Ama Boateng | Fri 5 Jun · 09:00 | SMS · delivered | Rebook requested | Call to reschedule |
| Kwame Asare | Fri 5 Jun · 14:30 | WhatsApp · read | Cancelled | Offer new slot |
| Linda Tetteh | Sat 6 Jun · 08:45 | WhatsApp · read | Confirmed | — |
From your first SMS reminder on day one to a fully automated front-desk operation. You only turn on what you need, when you need it.
Start here. We schedule a reminder SMS to every patient in your daily list — typically at T − 24 hours. Patients call your front desk to confirm or cancel. Live the same day, on top of your existing Excel workflow.
Layer WhatsApp at 48h ahead, keep SMS as the 24h fallback, and add a voice call (human or AI) at 6h if the patient still hasn't replied. Two-way replies, read receipts, and the live dashboard — the full demo above.
Connect to your existing scheduling system — Google Calendar, Outlook, Cliniko, Dentally, Jane or your in-house PMS. Rebooks are offered against your real available slots, with no double-booking and no manual transcription.
Define your services once and the system schedules around them: 1-hour consultation at 1 patient per slot, 30-min check at 5 in parallel, follow-ups, lunch breaks, room turnover — all respected automatically.
After hours, weekends and holidays, an inbound AI agent answers common questions — opening times, location, fees, prep instructions — and captures detailed notes for your team to follow up the next morning. No patient enquiry goes cold.