WhatsApp Template for Clinics: Preparation for a Medical Study

When a patient needs to undergo a test, clear communication is key: avoid them arriving fasting when it wasn't necessary, forgetting to bring something, or showing up without the documentation. With this template message, you give them all the info at once and in a friendly tone.

• {{1}}: patient's name (e.g., "Maria").
• {{2}}: name of the clinic or medical center.
• {{3}}: type of test (e.g., "abdominal ultrasound").
• {{4}}: appointment date (e.g., "Friday, April 12").
• {{5}}: appointment time (e.g., "9:30").
• {{6}}: specific instructions (e.g., "8-hour fast, come in comfortable clothing, bring previous test results").
• {{7}}: contact phone number (e.g., "11 5555 5555").

1. 1Copy the template message and replace each {{number}} with the patient's actual data.
2. 2In WhatsApp Business, use the template feature (catalog > templates) to save and reuse it; if you use the Meta API, upload it to the provider panel and wait for approval (up to 48 hours).
3. 3In Wando, you load the template in the panel and the AI automatically suggests it when a related message arrives; the team approves it with one click before sending.

This type of message is transactional (appointment reminder), so in the official WhatsApp API it falls under the utility category, which requires a template approved by Meta. Approval time can be up to 48 hours, and conversation costs vary by country; check Meta's official documentation for more details.

When to send this message and when NOT to send it

The right moment makes all the difference. Send it between 24 and 48 hours before the appointment: the patient has time to organize, but not to forget. If the test requires fasting or special preparation, that window is ideal for questions to come up in time.

Don't send it as soon as the appointment is scheduled: at that point, the information goes in one ear and out the other. Also, don't send it on the same day, unless it's a real emergency: the patient might not have their phone at hand, and the message loses its effect.

Avoid sending it at odd hours. WhatsApp is invasive if it arrives at 7 in the morning or after 21:00. Aim for office hours: from 9:00 to 18:00, Monday to Friday. If the appointment is early Monday, send it the previous Friday.

And be careful: this message is to remind about an already confirmed appointment. Don't use it to confirm whether the patient will go: for that, there is another template, with a questioning tone and response options. Mixing the two confuses and lowers the response rate.

How to respond to the three most likely customer responses

The patient will respond with something, and it's not always 'thank you'. Prepare for the three most common responses: confirming, asking about preparation, or wanting to reschedule.

Confirmation: 'Great, I'll be there!' → 'Awesome, {{1}}! We'll see you on {{4}} at {{5}} at {{2}}. For anything, write to us.' Short, without repeating everything again.

Question about preparation: 'Did I have to fast?' → 'Yes, {{1}}, for this test {{3}} you need to fast for 8 hours. You can drink water. If you have questions, reply to this message.' Use the {{6}} variable to remind them of key points.

Want to reschedule: 'I won't be able to make it' → 'No problem, {{1}}. We'll send you the next available slots: does {{4}} at {{5}} work for you, or would you prefer the following day? Let us know and we'll move it.' Offer concrete alternatives, not a 'write to us whenever you want.'

How to tell if the message worked

Success isn't measured by 'I sent it and that's it.' Look at these indicators:

Response rate: if more than 30% respond with something (even a 'thanks'), the message got through. Below that, review the time or tone.

No-show rate: compare last month's no-shows. If they go down, the reminder is doing its job.

Follow-up questions: if the patient asks about preparation, the message generated attention. If they ask about something already in the text, the message was confusing.

And a detail: if the patient replies 'ok' or 'got it,' that's a good sign. If they don't reply at all, don't assume they read it: WhatsApp shows you if it was delivered, but not if it was opened. If there's no response and the appointment is important, a follow-up call doesn't hurt.

What causes Meta to reject such a template, and how to fix it

Meta rejects templates for several reasons. The most common: that it looks like spam or promotional. If you include offers, excessive emojis, or phrases like 'Take advantage!', the template is rejected.

Another reason: that the message does not match the category. This is utility (transactional), so it cannot include marketing content. If you add a discount, they reject it.

They also reject if the message is ambiguous: for example, if it is not clear who the sender is or what is expected from the patient. If the text says 'come' without saying where, it is grounds for rejection.

How to fix it: read the rejection reason in the Meta panel (it is usually specific), adjust the text, and resubmit. Use a neutral tone, without all caps, and verify that the placeholders are clear. If you are rejected twice, try a shorter and more direct version.

A more formal variant and a more casual one: when to use each

The formal variant ('Dear {{1}}') is for patients you do not know, who are older, or in contexts where the relationship is more distant. Use it for first consultations or with sensitive specialties, such as mental health studies.

The casual variant ('Hi {{1}}! 👋') is for regular patients, young people, or when the relationship is already trusting. The emoji adds warmth, but do not overdo it: one or two at most.

Practical rule: if the patient addresses you informally in their message, respond with the casual variant. If they address you formally, use the formal one. If you are unsure, the formal one is safer: you can always lower the tone later.

And one detail: the formal variant doesn't have to sound cold. 'Estimado/a' + the patient's name is enough to be respectful without being distant. The close variant doesn't have to sound too informal: '¡Hola! 👋' + name is sufficient.