WhatsApp template for clinics: request documentation before the appointment
Tired of chasing patients to send their test results or forms before the appointment? With a well-crafted WhatsApp template, you remind them what you need and avoid back-and-forth. Here we leave you a model message that you can copy, paste, and adapt.
Hello {{1}}, we are writing to you from {{2}} to remind you that your appointment on {{3}} at {{4}} requires you to have the following documentation ready: {{5}}. Please send it to us via this chat before your appointment. If you have any questions, reply to this message. Thank you!
What goes in each variable
- {{1}}: patient's first name (e.g., 'Maria').
- {{2}}: clinic or professional's name (e.g., 'Clinica Dental Sonrisa').
- {{3}}: appointment date (e.g., 'Monday, August 12').
- {{4}}: appointment time (e.g., '10:30').
- {{5}}: list of documents or tests (e.g., 'panoramic X-ray, completed admission form, and ID').
How to upload it in WhatsApp Business
- 1Open WhatsApp Business and go to the 'Message Templates' section.
- 2Choose 'Create Template' and select the 'Utility' category (it's a transactional notice, not marketing).
- 3Paste the message with the variables {{1}}, {{2}}, etc., and save it.
- 4Send it to Meta for approval: it can take up to 48 hours.
- 5Once approved, you can use it from the chat or schedule sends. In Wando, you upload it in the panel and the AI uses it automatically when appropriate, without having to copy and paste each time.
More formal variant: 'Dear {{1}}: we remind you that your appointment at {{2}} is scheduled for {{3}} at {{4}}. For optimal care, we kindly ask you to send the following documentation before your appointment: {{5}}. We remain at your disposal for any questions. Best regards.'
More casual variant: 'Hi {{1}}! 👋 We'll see you on {{3}} at {{4}} at {{2}}. To make everything go quickly, could you send us {{5}} here? If anything, just give us a shout. Thanks!'
Note: this message is transactional (documentation reminder), so it falls under the 'utility' category of the WhatsApp API. No additional opt-in is required if they've already written to you before, but Meta's conversation prices vary by country: check the official documentation to avoid surprises.
When to send this message (and when not to)
This message is for specific, transactional notices. Send it between 24 and 48 hours before the appointment, during business hours (ideally from 9:00 to 18:00). If the patient has already confirmed the appointment and has written to you before, there's no need to request opt-in again: the documentation notice falls under the utility category.
Don't send it if the patient has never written to you and you don't have prior consent. Also, don't use it to sell, promote, or greet for birthdays: that's marketing and requires a different template category. If the appointment is in less than 3 hours, better to send a direct message without a template, because Meta's approval can take up to 48 hours and you won't make it.
What to reply if the patient responds: the three most likely responses
The patient may respond with three typical things. Prepare short replies for each one.
If they say 'I'll send it to you now' or 'OK, I'll look for it': 'Thanks {{1}}! When you have it, send it to me here. Anything else, let me know.'
If they say 'I don't have the study' or 'I can't find it': 'No worries, {{1}}. Would you like to reschedule for date {{2}}? You can also request the study at {{3}} and bring it the same day, but let us know so we can coordinate.'
If they say 'What documentation exactly?': 'I'll send you the list: {{1}}. If you're missing something, let me know and we'll figure out how to resolve it.'
- {{1}}: patient's name.
- {{2}}: new suggested date.
- {{3}}: location where they can request the study.
How to know if the message worked
The message worked if the patient sends the documentation before the appointment or responds confirming they have it. If they don't respond, don't assume everything is fine: follow up manually by chat or phone call.
In Wando, message statistics show you how many were delivered and read. With that, you can see if the problem is the content or the sending time. If the response rate drops, try sending earlier or with different wording.
Why Meta may reject this template and how to fix it
Meta rejects templates if the message is vague, promotional, or if the variables are not clear. For example, if you put '{{5}}' without explaining what goes there, or if the text sounds like a sales pitch ('Take advantage of this opportunity!').
To fix it: use descriptive variables (e.g., '{{documento}}' instead of '{{5}}'), make sure the message is a concrete notice without promises, and check that there are no spelling errors. After editing, resubmit it to Meta; approval can take up to 48 hours.
Formal variant and close variant: when to use each one
The formal variant is for new patients, specialty consultations, or when the interaction is more distant. Use it if you don't have prior familiarity or if the clinic has a strict protocol.
The close variant is for regular patients or when the consultation atmosphere is relaxed (e.g., pediatric dentistry, aesthetics). If you're unsure, start with the formal one and adjust based on the patient's response.
What to answer if the patient responds: the three most likely responses
The patient may respond with three typical things. Prepare short answers for each one.
If they say 'I'll send it to you' or 'Ok, I'll look for it': 'Thank you {{1}}! When you have it, send it to me here. If anything comes up, let me know.'
If they say 'I don't have the study' or 'I can't find it': 'No problem, {{1}}. Would you like to reschedule it for date {{2}}? You can also request the study at {{3}} and bring it the same day, but let us know so we can coordinate.'
If they say 'What documentation exactly?': 'Here's the list: {{1}}. If you're missing something, tell me and we'll figure out how to resolve it.'
- {{1}}: patient's name.
- {{2}}: new suggested date.
- {{3}}: place where the study can be requested.
How to know if the message worked
The message worked if the patient sends the documentation before the appointment or responds confirming they have it. If they don't respond, don't assume everything is fine: follow up manually via chat or a phone call.
In Wando, message statistics show you how many were delivered and read. That helps you see if the issue is the content or the sending time. If the response rate is low, try sending earlier or with different wording.
Why Meta may reject this template and how to fix it
Meta rejects templates if the message is vague, promotional, or if the variables are not clear. For example, if you put '{{5}}' without explaining what goes there, or if the text sounds like a sales pitch ('Take advantage of this opportunity!').
To fix it: use descriptive variables (e.g., '{{documento}}' instead of '{{5}}'), make sure the message is a concrete notice without promises, and check for spelling errors. After editing, resubmit it to Meta; approval can take up to 48 hours.
Formal variant and casual variant: when to use each
The formal variant is for new patients, specialty consultations, or when the interaction is more distant. Use it if you don't have prior rapport or if the clinic has a strict protocol.
The close variant is for regular patients or when the consultation atmosphere is relaxed (e.g., pediatric dentistry, aesthetics). If in doubt, start with the formal one and adjust based on the patient's response.
Frequently asked questions
Can I use this template without Meta approving it?+
No. In the official WhatsApp API, any template (even utility-type ones) must be approved by Meta before use. Approval can take up to 48 hours. In Wando, you load it in the panel and the AI uses it when appropriate, but Meta approval is a mandatory prior step.
What if the patient doesn't send the documentation on time?+
With this template, you give a clear notice and a direct channel to respond. If they don't respond, you can follow up manually or use a reminder campaign (if you have the corresponding opt-in). We don't recommend spamming: respect schedules and patient privacy.
Does Wando help me build this template?+
Yes. In Wando, besides having a template editor, the AI learns from your real replies and suggests personalized messages for each patient. You load the template once, and the AI uses it when it detects the context warrants it, always with your prior approval (human-in-the-loop).
Can I use this template to remind about payments?+
No. This template is for documentation. To remind about payments, you need another utility-type template with specific text and Meta approval.
What do I do if the patient replies outside business hours?+
Set up an automatic out-of-hours reply in Wando, letting them know they'll be attended to the next day. Don't reply yourself at 3 AM.
How do I add this template to Wando?+
In Wando, go to the templates section, create a new one, paste the message with the variables, and save it. The AI will use it when it detects it's appropriate, always with your prior approval.