Take appointment requests your staff confirm

Patients book in the chat at midnight; your reception stays in control of every appointment.

Good for

• Clinics and polyclinics
• Dental centers
• Dermatology and aesthetics

The situation

Many clinics cannot let a bot confirm appointments on its own: a doctor’s day changes, some cases need a longer slot, and reception wants to check first. But patients still expect an answer when they write, not a call back the next day. Request mode gives you both: the agent collects a complete, tidy request, and a person turns it into a booking.

How it works

CustomerAsks for an appointment

tkanaFinds the service and doctor, suggests times from the weekly schedule

tkanaSends the request and says it is not reserved yet

Your teamReviews the request on the ticket and clicks Create booking

From request to confirmed appointment

What the conversation looks like

Customer: Good evening, I would like a dermatology appointment next Monday morning.

Agent: Of course. Dr. Layla has 9:00 am and 10:30 am on Monday. Which would you prefer?

Customer: 10:30, please.

Agent: I’ve sent your request for Monday at 10:30 am with Dr. Layla. This time is not reserved yet; our reception team will confirm it with you.

What you switch on

1. Set up your services and doctors. Add each service, add each doctor as a resource with a weekly schedule, and link them. See Set up your services and resources.
2. Install Request appointments. It has no settings. Install either Request appointments or Book appointments, not both.
3. Check that Support tickets has a Support team email, since every request lands on a ticket and your team is emailed about new tickets.
4. Add your clinic details to your knowledge base: opening hours, location, which doctor treats what, and what to bring. See Write your content, FAQs, and guidelines.
5. Test a request in Try your agent, then confirm it from the ticket.

What your team sees

• A ticket for the conversation with a Requested appointment card: the service, doctor, date, time, and duration, marked as not reserved.
• Create booking on the card opens Create booking from request, already filled in. Change the time or doctor if needed, then click Create Booking. The card then links to the booking with View booking, and a ticket opened only for this request is resolved automatically. See Take appointment requests for your team to confirm.
• The booking in the calendar like any other. See Manage bookings in the calendar and pipeline.

Tips and limits

Caution

Because nothing is reserved, the times the agent suggests do not take existing bookings into account, and two patients can request the same time. Your team decides who gets it and offers the other patient a new time.

• The first teammate to click Create booking wins; anyone who clicks afterwards sees the existing booking instead of a duplicate.
• Booking confirmations and the WhatsApp reminder 2 hours before the appointment (by default) are part of the booking notifications. Check Settings > Notifications to see which booking messages are active on your account. See Booking notifications and reminders.
• If your team is happy for the agent to reserve times on its own, switch to Book appointments. The agent then checks live availability and books straight away.