Managing appointments effectively is critical for any clinic, especially one like Basil’s Dental Clinic. To enhance efficiency and streamline communication, we have developed an automation solution that integrates Twilio’s WhatsApp API with Make (formerly Integromat) to notify the clinic’s administrator of new bookings made on their website.
Here’s a breakdown of the project, how it works, and why it benefits the clinic.
The Problem: Delayed Notification of Website Bookings
Basil’s Dental Clinic has a functional website, www.basilsdentalclinic.com, where patients can book appointments using the “Book Appointment” button in the menu. While the system sends booking details to the clinic’s email address, admin@basilsdentalclinic.com, checking emails frequently is not always practical for the administrator. This could lead to delays in responding to patients, especially during busy hours.
The clinic needed a real-time notification system that would alert the administrator immediately after a booking was made.
The Solution: Integrating Twilio with Make
To solve this, we built an automation workflow using Make and Twilio’s WhatsApp API. The automation ensures that every booking made on the website is instantly sent to the administrator’s WhatsApp number. This allows the clinic to respond to bookings faster and more effectively.
How the Automation Works
Here’s a step-by-step explanation of how the workflow operates:
1. Monitoring the Email Account
- The automation begins with the Watch Emails module in Make.
- This module continuously monitors the inbox of admin@basilsdentalclinic.com for new booking emails sent by the website.
2. Extracting Booking Details
- Once a booking email is detected, the automation uses a Text Parser module to extract key details from the email, including:
- Patient Name
- Email Address
- Phone Number
- Appointment Date and Time
- Service Booked
3. Sending WhatsApp Notifications
- The extracted details are formatted into a clear and concise WhatsApp message.
- Using Twilio’s WhatsApp API, the automation sends the message directly to the administrator’s number .
Example Notification Message
When a patient books an appointment on the website, the administrator will receive a message like this:
Hi admin,
You have a new appointment booking from your website:
- Name: Bryan Kyamaggwa
- Service: General Consultation
- Date: November 22, 2024
- Time: 3:00 pm – 4:00 pm
- Phone: +256 782 807098
Get in touch with the client as soon as possible to verify and confirm the booking.
Regards,
Basils Dental Clinic website
Benefits of the Automation
- Real-Time Alerts:
The administrator no longer needs to manually check emails for new bookings. Notifications are instant, ensuring timely follow-up with patients. - Enhanced Efficiency:
Automating the process saves time and reduces the risk of missed appointments. - Improved Patient Experience:
Patients receive quicker responses to their bookings, enhancing their trust in the clinic’s services.
Tools and Technology Used
- Make (formerly Integromat):
- Modules: Watch Emails, Text Parser, Twilio (create a message module).
- Used to monitor the email inbox, extract booking details, and trigger the WhatsApp message.
- Twilio’s WhatsApp API:
- Enabled sending WhatsApp messages directly to the administrator.
Challenges and Lessons Learned
- Setting Up Twilio Sandbox:
Initially, messages could only be sent via the WhatsApp Sandbox. Upgrading to production mode requires undergoing a verification process with the Twilio team. - Handling Message Formatting:
Ensuring the parsed email data was formatted correctly for WhatsApp required very careful testing.
This automation not only simplifies operations at Basil’s Dental Clinic but also showcases how integrating tools like Twilio and Make can revolutionize communication workflows.
If you’re a business looking to streamline your appointment notifications or automate other repetitive tasks, tools like Make and Twilio offer powerful and flexible solutions.
