WhatsApp patient communication with clear setup and sending rules

Connect the clinic’s WhatsApp business assets

A clinic administrator can connect through Meta’s signup flow, selecting the clinic’s business account and phone number. The clinic retains ownership of those assets. Availability requires the Dentix integration to be configured and the relevant Meta account, number and permissions to be ready.

Before using an existing number, confirm its migration or coexistence requirements with Meta. Account verification, approval and any applicable Meta billing are external setup steps. The current onboarding flow supports one connected number per clinic; additional numbers should not be assumed to work through the same setup.

Match the message to the conversation window

Dentix permits free-form replies when the patient has sent a message within the preceding 24 hours. To initiate or reopen a conversation outside that window, use an approved template with documented patient opt-in. A previous inbound message alone is not a standing consent record for later proactive messages.

The current inbox supports text and approved body-only templates without variables or media. A template needing a patient name, appointment time or other inserted parameter requires additional support before it can be sent through this editor. Confirm the exact message you want to use during evaluation.

Make consent and delivery part of the workflow

Record the source and date of patient opt-in, and keep the communication preference current. The integration recognizes explicit STOP or unsubscribe replies and revokes the recorded consent. Staff should review conversation state before sending and avoid putting unnecessary clinical details into routine messages.

Connection health and message status matter as much as composing the text. Sent, delivered and read updates depend on provider events and recipient conditions; delivery is not guaranteed. Existing reminder settings and legacy gateway workflows are separate from the Meta inbox, so confirm the actual route and supported content before promising automated appointment reminders.

Test a real conversation before rollout

Use a consenting test recipient and the connected clinic number. Send an inbound message, locate the conversation and reply within the allowed window. Then test the approved plain template with a documented consent record, review the returned status and check what staff should do if the connection needs attention.

• Who owns the clinic number and maintains the Meta account?
• Where does reception record opt-in and find a withdrawal of consent?
• Does the intended message fit the currently supported template format?
• Who checks failed messages and handles the patient follow-up?