WhatsApp template for clinics: pending copay notice

Has it happened that a patient forgets to pay the copay after the consultation or the study? With this WhatsApp message, you remind them clearly and professionally without sounding pushy. It is a transactional template (utility category), so it does not require marketing opt-in: you can send it to those who have already written to you or have an appointment.

• {{1}}: patient's name.
• {{2}}: name of the clinic or medical center.
• {{3}}: exact copay amount (e.g., $15,000).
• {{4}}: concept (consultation, study, procedure).
• {{5}}: available payment method (Mercado Pago, bank transfer, etc.).

1. 1Copy the message and replace each {{variable}} with the patient's actual data.
2. 2In WhatsApp Business: use the template function (if you have the app) or send the message directly from a chat. If you use Meta's official API, load it as a utility template and wait for approval (it can take up to 48 hours).
3. 3In Wando: you load the template in the panel, the AI learns it and suggests it automatically when it detects a pending copay. You review it and send it with one click.

Important: this type of message is transactional (utility), so it does not require marketing opt-in, but it must include a way for the patient to cancel or notify if they have already paid. In Wando, the AI learns from your responses and can suggest this reminder at the right moment, with the tone your team approves. Try the free 14-day trial without a card at wando.online.

When to send this message (and when not to)

Timing matters as much as the text. This reminder works when the patient already knows they owe the copay, but forgot to pay it. Send it within 48 hours after the appointment or study, while the service is still fresh in their mind. If more than a week goes by, the message can sound like a claim rather than a reminder.

Do not send it if the patient already paid in cash and did not confirm it, if they have an agreed payment plan, or if the amount is in dispute. Do not use it to collect old debts either: there is another type of communication for that, more formal and with more context. And never send it outside business hours (for example, after 20:00 or on Sundays): a payment reminder at 23:00 creates friction, it does not collect.

• Send it: between 24 and 48 hours after the service.
• Do not send it: if there is a payment plan, a dispute, or an unconfirmed payment.
• Avoid nighttime hours or weekends.

What to reply when the patient responds (3 typical cases)

A payment reminder generates responses. The three most common ones are: that they already paid, that they cannot pay now, or that they have a question about the amount. Each one needs a different response, and if you use Wando, the AI suggests them to you automatically.

If the patient says they already paid: "Thank you {{1}}! We confirm that we registered your payment of {{2}} for {{3}}. If you see any error, write to us and we will review it."

If they say they cannot pay now: "We understand {{1}}. Would you like us to send you the installment payment options or an agreed plan? We will be waiting for you at {{2}}."

If they ask about the amount: "The copay of {{1}} for {{2}} is {{3}}, as we indicated to you at the appointment. If you have any questions, stop by reception and we will look at it together."

How to know if the message worked

The clearest sign is the payment: if the patient pays after receiving the reminder, it worked. But there are also intermediate signs you can measure with Wando's statistics.

Look at the response rate: how many patients replied something, even just "already paid"? A high response rate means the message arrived and was understood. Then, check how many of those payments were completed within 24 hours after sending. If the number is low, the problem may be the payment method (is it easy? does it take long?) or the tone of the message, not the reminder itself.

Also check opt-outs: if a patient asks you not to write to them anymore, respect that and note it in the system so you don't include them in future campaigns.

Why Meta may reject this template (and how to fix it)

Meta does not approve templates that sound like spam or that lack a clear purpose. The most common rejection reasons for this type of message are: lack of an option for the patient to indicate they already paid (or to opt out), poorly defined variables, or text that does not match the utility category.

If you get rejected, check three things. First, that the message includes an escape route: the "If you already paid, ignore this message" is not always enough; sometimes Meta asks for something more explicit like "reply PAID if you have already paid." Second, that the variables are clear: use {{1}}, {{2}}, etc., but define well what each one means in the template description. Third, that the text has no promises or false urgency: nothing like "last chance" or "reply now."

Fix it and upload it again: approval can take up to 48 hours, so don't leave it to the last minute.

Variants: when to use the formal and when to use the close one

You already have both variants on the page. The question is when to use each one. The formal ("Estimado/a {{1}}") goes to patients you don't know well, who are older, or who had a more distant relationship with the clinic: for example, a first consultation or a study referred by another institution.

The close one ("¡Hola {{1}}! 👋") is for regular patients, those who have been coming for a while and have trust with the team. If the clinic has a young or relaxed tone, this variant works better and creates less friction.

The general rule: if you're in doubt, use the formal one. A payment reminder is a sensitive issue, and closeness is built in person, not on WhatsApp. But if the patient writes to you with emojis and confidence, the close variant works better.