The problem
Why patient chats get lost
Patient enquiries arrive on whichever number the patient already has: a receptionist's personal phone, a clinician's handset, a staff WhatsApp account. That person may be off shift, on leave or simply busy, and no one else on the team can see the chat. There is no shared record of what was asked, who replied, or what still needs a follow-up. An enquiry that arrives late on a Friday may not be seen until the following week. Nothing is deliberately ignored — the chat simply has no owner.
It arrives on a personal phone
Enquiries reach a staff member's personal number, not one the organisation owns.
The team can't see it
When that person is off shift or on leave, the chat simply waits.
No one owns the follow-up
With no shared record of open chats, follow-ups depend on memory.
The setup
What an official WhatsApp Business setup includes
An official setup begins with a WhatsApp Business number registered to the clinic or hospital rather than to an individual, so patients always reach the organisation. Behind it, a shared inbox lets the front desk and administrative teams see every conversation in one place and tell which chats are new, answered or still waiting. The routine messages that take up most front-desk time — appointment confirmations, rescheduling messages, reminders before a visit and follow-ups afterwards — are then handled consistently instead of typed out one by one. When a chat needs billing or a particular department, it is routed to that person rather than left in a crowded inbox.
An official clinic WhatsApp Business number
Registered to the clinic or hospital rather than to an individual, so patients always reach the organisation.
A shared inbox
The front desk and administrative teams see every chat in one place, and which ones are new, answered or still waiting.
Appointment confirmations and rescheduling
The messages that confirm a visit or move it are handled consistently instead of typed out one by one.
Reminders and follow-ups
Reminders before a visit and follow-ups afterwards, sent from the same official number.
Routing to the right person
When a chat needs billing or a particular department, it goes to them rather than sitting in a crowded inbox.
Consent and privacy
Consent and privacy
Only to patients who agreed
Messages go only to patients who have agreed to receive them. Consent is taken at the point of contact, and a patient can ask to stop at any time.
No clinical records over chat
We do not send clinical records over chat. Reports, prescriptions and diagnoses stay in your existing systems and are shared through the channels your clinicians already use for them.
Our DPDP readiness support covers the setup and the process around it. It does not replace specialist legal advice.
Working with 1flo
How 1flo helps
1flo is a TTBS Authorised Channel Partner based in Hyderabad. We set up the official number and the shared inbox, connect appointment and reminder messages to the systems you already use where that is practical, train your team on day-to-day use, and remain available afterwards for support and changes.
FAQ