WhatsApp Business integration guide for clinics

What the WhatsApp Business integration does

MedOS connects the clinic’s own WhatsApp Business account for supported appointment messages, including confirmations, reminders, reschedules and cancellations. Messages sent by MedOS are recorded on the patient’s Messages tab, so authorized staff can review what was sent.

Automated messages use templates approved by Meta. Message delivery and charges are subject to the clinic’s WhatsApp Business and Meta setup.

Before you start

• A MedOS administrator who can manage workspace integrations.
• Access to the clinic’s WhatsApp Business account and the authority to approve its connection.
• Approved message templates for the message types the clinic plans to send.
• A test phone number and permission to receive a test message.

Connect WhatsApp Business

1. In MedOS, open the workspace integration settings and choose WhatsApp Business if it is available for your workspace.
2. Follow the on-screen connection flow to authorize the clinic’s WhatsApp Business account and number.
3. Confirm the connected account and review the available automated message settings.
4. Enable only the message types the clinic intends to use, and confirm their required templates are approved by Meta.
5. Use a test appointment to verify that the expected message is sent to the correct number and appears in the patient record.

The integration uses the clinic’s account and number, not a shared MedOS sender. Setup steps and menu labels can vary by workspace; contact MedOS support if the option is not listed. Messaging charges depend on the clinic’s Meta account and terms.

Manage message settings

• Review the message types enabled for the workspace and turn off any the clinic does not want sent automatically.
• Keep approved templates current and check their content before enabling them.
• Review a patient’s Messages tab when staff need to confirm which MedOS messages were sent.
• Use the clinic’s own consent, privacy and patient-communication policies when deciding who should receive messages.

Troubleshooting

• If the connection is missing, confirm the workspace integration is still connected and authorized.
• If a message is not sent, check that the relevant message type is enabled and its Meta template is approved.
• If a patient says a message did not arrive, verify the number and delivery status in the connected WhatsApp Business setup.
• If a message was sent to the wrong patient, review the patient record and contact support before changing integration settings.

Disconnecting

Disconnect WhatsApp Business from its workspace integration settings. Before disconnecting, review any appointment communications the clinic relies on and confirm what message delivery will stop. Messages already sent remain part of the patient communication history in MedOS.

Related MedOS guides

• All MedOS integrations
• Appointment board
• Patient records and message history
• All MedOS integrations

Need help?

Contact support@medos.one or use the contact page.