Enhance the way your Practice notifies Patients with a WhatsApp Integration. Keeping up with patient appointments and maintaining a high standard of care can be overwhelming, ensure sending timely notifications now.
To integrate WhatsApp with your Practice, you must have a WhatsApp Business Account and a few other details handy. In case you do not have one, click on this link to view a detailed user guide for setting up your business account.
Note - When generating your WhatsApp Permanent Access Token on the Meta website, select the 'Never' option to prevent the token from expiring. Then, ensure the 'whatsapp_business_management' and 'whatsapp_business_messaging' options are also enabled.
Note - CharmHealth requires you to use a dedicated phone number for the WhatsApp integration. You can get a new number or delete any linked accounts to an existing phone number for WhatsApp integration.
Note - Facebook requires a GST number to activate WhatsApp Business accounts in India.
After creating your WhatsApp Business Account, please send a request email to support@charmhealth.com to activate the WhatsApp Interface for your Practice.
Once the WhatsApp setup is available in your CharmHealth Account, you can view the WhatsApp Notification feature on your Settings page.
The Practice will receive WhatsApp messages from Patients if they have configured a webhook in their WhatsApp Business Account.
After submitting WhatsApp templates for approval, the webhook configuration page is displayed on the screen. The Practice Admin can follow the steps below to set up a webhook for CharmHealth:
On completion, the Practice will start receiving WhatsApp messages from patients immediately.
Note - If you plan to configure a webhook later, you can access the webhook configuration page by clicking the 'Configure Two-Way Messaging' link under 'Settings > Patient > WhatsApp Notification'.
Patients will receive WhatsApp notifications if the Practice has enabled it for them. Go to the 'Patient Dashboard > Patient Details > Patient Preferences' section and choose 'Yes' for 'WhatsApp Notifications'.
Note: Once you click the 'Save' button, CharmHealth validates a patient's mobile number. You can enable the feature for Patients with a valid WhatsApp number.
The WhatsApp Notification settings page displays all the available pre-defined templates for different workflows, such as appointment booking notifications, sharing lab results, etc. The Practice Admin can select the 'Required' option against each touchpoint to enable them. The Practice Admin can disable these touchpoints later based on Practice requirements.
You can share record-based templates like visit summaries, lab results, lab reports, etc. through a password-protected link.
Practice Members can send WhatsApp Notifications from specific modules, depending on the templates enabled on the Settings page.
Note - Record-based templates can be shared through Secure URL or PDF for Practices located in specified regions (Not supported for US Practices).
CharmHealth EHR auto-triggers WhatsApp notifications to Patients for the following Calendar updates:
Note: WhatsApp notifications are automatically sent to the respective patients for updates in the Calendar section only. For updates in the remaining modules, Practice Members must send notifications manually.
You can send manual WhatsApp notifications from the respective module in the Physician or Patient Dashboard in the following ways:
Go to the 'Labs > Lab Results or Lab Orders' section and choose a signed Lab item. Click on the 'Share by WhatsApp' option to send the notification.
The patient will receive the details through a password-protected link on WhatsApp. To learn how patients can access the link within the notification, click here.
Go to the 'Chart Notes' section and choose a signed chart. Click on the 'Send > Clinical Summary to Patient via WhatsApp' option.
The patient will receive the details through a password-protected link on WhatsApp. To learn how patients can access the link within the notification, click here.
Go to the 'Documents' section and choose a signed document. Click on the 'Share by WhatsApp' option to send the notification.
The patient will receive the details through a password-protected link on WhatsApp. To learn how patients can access the link within the notification, click here.
To receive WhatsApp reminders for appointments booked through web-embed, patients can enable the 'Allow Practice to Send Notifications Through WhatsApp' checkbox.
If you want a Patient to share personal medical records with the Practice, you can send them a secure share link that allows uploading documents. Go to the 'Patient Dashboard > More Options > Send Secure Sharing Link' option. Choose 'WhatsApp and Link Expiry Date' and click on the 'Send Link' button.
Patients receive WhatsApp notifications whenever the notification touchpoints configured in the Settings get triggered automatically or manually.
Patients will receive a WhatsApp notification message containing a password-protected link to access the shared PHI data.
They can click the link provided in the WhatsApp message and validate it using the OTP (One-Time Password) and their Date of Birth to access the data.(OTP validation is required in selected regions only)
The link remains valid for a maximum of 30 days, and Patients also have the option to download the contents if they choose to.
All the outgoing WhatsApp messages to the patients are available in the 'Messages > WhatsApp Messages > Sent' section.
All the incoming WhatsApp messages from the patients are available in the 'Messages > WhatsApp Messages > Received' section.
Patient names are displayed if their phone number is registered and mapped to a single patient in your Practice records. Clicking on the message preview on the left pane shows the entire message on the right pane.
Note: The messages section does not display WhatsApp messages sent by Patients without configuring the Two-Way Messaging feature.
Note - Providers can respond to incoming messages within 24 hours of receiving them.
Messages from unknown phone numbers get auto-linked to a Patient once the Caregiver registers their phone number with the Practice.
If multiple patients share a phone number, Providers can click the 'Link Patient' option to map individual messages to any one of the linked Patients.
CharmHealth WhatsApp Integration offers an option for seamless marketing. Broadcast timely updates, exclusive offers, and important information directly to your patient.
Once the Practice has enabled a WhatsApp Business account with Two-Way Messaging, your Practice Admin can configure marketing templates by following the steps below.
Once WhatsApp approves the marketing templates, you can send bulk marketing notifications using the following steps: