Agents
International patients
Enquiries from patients abroad, answered by phone in their language and followed up on WhatsApp.
If you treat patients who travel from abroad, the international patient agent handles their first contact. A visitor fills in the enquiry form on your website; the agent calls them in their language, and if they want to go ahead, sends them a booking link on WhatsApp. An AI assistant keeps the WhatsApp conversation going until your team steps in.
What you need
- The enquiry form on your website. Copy the snippet from Doctors → International enquiry embed and give it to whoever manages your website. Instructions for them are in the developer guide.
- Booking configuration, on the same card: the doctor consultations are booked with, your coordinator’s name, and how patients book — directly in the calendar, or by being sent a booking link. Your onboarding contact will set this up with you.
- WhatsApp, connected under Integrations, with the message templates approved.
How it works
- The visitor tells you which treatment they’re interested in, their preferred language, when to call and — optionally — their country and a note for the doctor. They consent to be contacted by phone and WhatsApp.
- The agent calls within a few minutes, or in the time they chose. Calls only happen between 09:00 and 20:00 in the patient’s own time zone.
- On the call it discloses that it is automated, answers their questions and gauges their interest.
- If they want to book, they receive a WhatsApp message with a booking link. If they missed the call, they receive a WhatsApp message about that instead.
- When they reply on WhatsApp, the AI assistant answers. If it can’t help, the lead is marked Needs human for your team.
Patients can choose English, Turkish, German, Russian, Arabic, Spanish, French or Bulgarian.
Following leads
International leads in the sidebar shows every enquiry with its status, the WhatsApp conversation, any files the patient sent, and the booking.
| Status | Meaning |
|---|---|
| Awaiting call | The call is scheduled. |
| Call placed | The call is happening or has just happened. |
| Awaiting analysis | The call has ended and the outcome is being worked out. |
| No answer / Retry scheduled | The patient didn’t pick up; another attempt is planned. |
| Call failed | The call couldn’t be completed. |
| Booking link sent | The patient received their booking link on WhatsApp. |
| In conversation | The patient is chatting with the assistant on WhatsApp. |
| Needs human | Someone from your team should take over. |
| Consultation booked | The patient booked. |
| Closed | Nothing more to do. |
When a team member replies to a patient themselves, the assistant stops replying to that conversation. Use Resume automated replies to hand it back. If a lead is stuck in Awaiting analysis, you can resolve it by hand based on what happened on the call.