Your patients leave signals between visits. Act on them the day they appear.
A result released on Tuesday and never opened. A repeat prescription due last week with no refill collected. A follow-up the discharge letter asked for and nobody booked. Most hospital groups, clinic chains, labs and pharmacies record these. Here each one starts a journey on the patient's channel, asks your hospital system first, and stops the moment the patient acts.
The moments that matter.
Each one is a moment the platform can act on. Here is what it does.
- 01Viewed within 48 hours?
A result released on Tuesday, still unopened on Thursday.
A notice to the Inbox over our own network, with no result inside. Not viewed in forty-eight hours: one WhatsApp with View result or Call me, then a call.
- 02Your scheduler answers
A follow-up the discharge letter asked for, never booked.
The journey waits three days, asks your scheduler whether it is booked, and if not sends the open slots in one WhatsApp. The patient picks in the message.
- 03Wait until the refill date
A repeat prescription due last week, no refill collected.
A reminder on the date your pharmacy system holds, Order refill with one tap, and a check seven days later before anyone is reminded again.
- 04Session rule
The booking screen opened three times, no appointment made.
A session rule fetches the open slots from your scheduler and sends one WhatsApp with the slot they were looking at.
- 05Confirm / Reschedule / Cancel
Tomorrow's appointment that still needs a yes.
A reminder on the channel the patient answers, waiting for confirm, reschedule or cancel by tap, reply or keypad, and a call for silence.
- 06Your system decides
A patient not seen in fourteen months, screening now due.
Your system confirms the check is due and not already booked, and one WhatsApp offers a slot with a tap.
- 07Task to your care team
A day-three check-in answered "I'm worried".
The answer becomes a task for your care team by API the same minute; Fine schedules the day-ten check-in instead.
- 08Wait until the date
A health check booked for Monday, with a fast the night before.
The journey waits until the evening before and sends the preparation instructions on the channel they read; the read receipt goes on the record.
- 09Push + Inbox to the waitlist
A slot freed by a cancellation, two hours before.
Push and Inbox to the waitlist segment for that clinic; the first tap books it in your system and the rest hear nothing more.
Signals from four places, one patient record.
Your hospital, lab and pharmacy systems send the appointment, the no-show, the result release, the discharge and the refill due by API. The app and the site send what patients do, and the booking session itself. The reminders you already send become events. Every confirmation, read and keypad answer comes back to the same record.
Your reminders are already behaviour data.
A template declares which of its fields count as an event. The appointment reminder you send today becomes an appointment event with clinic, doctor and date, with no SDK and no release. The confirmation the patient sends back becomes the next event. Behaviour history starts on day one, from the traffic you already send.
Catch the patient who is drifting away.
Nobody tells you they have moved to another hospital. The annual check is skipped, the refill is collected elsewhere, the app is opened less often. Segments on your own definitions catch each one, RFM scores visits and refills separately on windows you set, and entering a segment starts a journey. One message from the clinic, on their channel, then silence.
Offer the health check when the pattern says it is due.
A patient not seen in fourteen months, with a screening your system says is due, starts the journey. It asks your hospital system whether the check is due and not already booked, and only then sends one WhatsApp with Book a slot or Not now. A tap fetches open slots from your scheduler and the booking is written back. No call list, no campaign, no offer to a patient who booked last week.
Offer the next service on the signal, not the calendar.
A test ordered is home sample collection. A maternity booking is an antenatal package. A third refill of a chronic medicine is a refill plan with delivery. Each signal asks your system whether the service applies and is not already taken, then sends one offer on the channel the patient answers. Whether a service is clinically right stays with your system; the journey carries the answer. If they do not act, the journey ends.
Turn a booking session into a booking.
The booking screen opened three times with no appointment made, the slot picker abandoned at the payment step. A session rule fetches the open slots from your scheduler and sends one WhatsApp with the slot they were looking at. Consent checked first, and the journey stops when the booking is made.
See where the app and the portal lose people.
The SDK and the web tracker capture what patients do in the app and on the portal. Funnels show where booking, registration and refill ordering stop. A session rule turns what did not happen into a trigger: the result notice opened and the result never viewed, a refill reminder tapped and no order placed. Ask the question in plain language and get the answer this session, not a ticket.
Explain the visit with Stories you can measure.
A text says one thing and reports one delivery. A Story in your app, on your domain or inside an email walks the patient through what to bring, where to go and how to change the time, page by page, and reports views, completion, the drop between pages, poll answers and form submissions. Pre-visit instructions, a new clinic's first week, a screening explainer: built in the builder, withdrawn in one action, no release.
Results-ready notices that carry no result.
A notice that a result is ready travels by push and the app Inbox over our own network, encrypted to a key held only on the patient's device. The notice says a result is ready; the result itself stays in your system, behind your login. Device-targeted, not end-to-end, and the platform says so. Read state comes back, so the journey knows who has not looked.
Confirmations that wait for an answer.
A reminder goes out on the channel the patient answers, and the journey waits for a button tap, a reply or a keypad press. Confirm, reschedule and cancel each take their own path; silence takes a call. Reschedule asks your scheduler for open slots mid-journey, and the patient picks in the message.
Consent, per channel, with history.
A patient opted in to WhatsApp and out of SMS is treated as exactly that, and the change is dated. A journey checks consent before it sends. A reply of STOP or a keypad opt-out writes the record back the same minute.
Every message on the record.
One record per message: route, attempts, delivery, read and the time of each, exportable, and posted to your own system as it happens. When a patient says nobody told them, you can show what was sent, on which channel, and when.
Deployed where patient data must stay.
Operational data in its own databases. A dedicated or in-country installation with high-availability pairs and a separate disaster-recovery site, on the same platform.
A journey you could ship in the pilot.
Result released (your lab system) → notice to the Inbox, no result inside → viewed within 48 hours? yes: stop → no: WhatsApp: View result / Call me → call me: task to your desk → no reply: a call.
Playbooks you can configure.
Ten journeys a hospital group, clinic chain, lab or pharmacy can configure, from the result nobody opened to the slot a cancellation frees, each drawn as it runs in the builder.
- 01Reach the result nobody opened.
- 02Offer the health check when the pattern says it is due.
- 03Offer home sample collection the day a test is ordered.
- 04Book the follow-up the discharge letter asked for.
- 05Catch the refill before it lapses.
- 06Turn a booking session into a booking.
- 07Confirm tomorrow's appointment, or reschedule it in the message.
- 08Fill the slot a cancellation frees.
- 09Check in after discharge, and escalate the worried.
- 10Bring back the patient who has drifted.
These are configurations you build in the pilot, not documented deployments. This page describes platform controls; it is not a regulatory or certification attestation. See Deployment & Trust and request the security white paper.