Communication

WhatsApp & Notifications

Appointment reminders, OTP delivery and the fair-use policy.

Who can use: Hospital Admin · Receptionist

What it does

HMS sends appointment confirmations and reminders, OTP codes for login, and operational notifications over WhatsApp using approved message templates. Delivery status is tracked per message in the Communications console.

Who can use it

On Clinic, WhatsApp is a paid add-on (₹640/month). On Professional and Hospital Pro it is included under a fair-use allowance. Message content is template-based; message bodies and OTPs are never stored by the metering layer.

How to use it

Activate WhatsApp from Subscription add-ons, verify the sender number, and enable the notification types you want. Monitor monthly usage from the Communications console.

Important rules

Transactional messages (OTP, confirmations) always proceed — they are never silently discarded; over-limit usage is recorded in the audit log instead. Bulk traffic stops at the monthly cap without generating provider cost. If metering itself is unavailable, the gate fails open so clinical messages still send. Monthly usage resets on the UTC calendar month with a warning at 80% of the allowance.

Common problems

Messages not arriving: check the sender number verification, template approval and the patient's phone number. Over-limit notice: usage hit the monthly cap — contact support to raise the allowance.