WhatsApp Integration

Overview

WhatsApp is the primary patient communication channel in Odento. The integration uses the WhatsApp Business API (via Meta's Cloud API) to send and receive messages programmatically. This powers appointment reminders, OTP verification, post-treatment follow-ups, and Neurax's AI-powered patient conversations.

WhatsApp messaging in Odento is centralized in the core notification system. Every message send checks the organization's notification credit balance and decrements on success. OTP messages are always free — they are billed at the platform level, not the organization level.

Setup Guide

Prerequisites

• A dedicated phone number for your practice (not currently used with standard WhatsApp).
• A Facebook Business Manager account (Odento assists with setup).
• Business verification (Odento handles this as part of onboarding).
• Display name approval from Meta (typically 1-2 business days).

Connecting Your WhatsApp Number

1. Navigate to Settings → Integrations → WhatsApp.
2. Click Set Up WhatsApp Business.
3. Enter your practice phone number (with country code, e.g., +91 98XXXXXXXX).
4. Verify the number via SMS or voice call OTP.
5. Enter your business display name (e.g., "Smile Dental Clinic").
6. Submit for Meta review. Odento monitors the approval process.
7. Once approved, the integration status changes to "Connected" and messaging is enabled.

Message Types

WhatsApp Business API distinguishes between template messages (pre-approved by Meta) and free-form messages (sent within a 24-hour customer service window). Odento uses both:

Template Messages

Template messages are pre-approved message formats used for outbound proactive messaging — reminders, notifications, and OTP. Each template must be approved by Meta before use. Odento ships with a library of pre-approved templates:

• Appointment reminder: Sent 24h and 2h before the appointment.
• Appointment confirmation: Sent when a booking is confirmed.
• Post-care instructions: Sent after a procedure with care tips.
• Feedback request: Sent 24h after the appointment asking for a rating.
• Recall reminder: Sent when a patient is due for a check-up.
• Payment reminder: Sent for outstanding balances.
• OTP (nexabase_otp): Used for authentication — always free.

Free-Form Messages (24-Hour Window)

When a patient sends a message to your WhatsApp number, a 24-hour customer service window opens. During this window, you (or Neurax) can send free-form messages without needing a template. This is how Neurax conducts natural conversations with patients. After 24 hours of inactivity, only template messages can be sent until the patient messages again.

Message Templates

Templates use variable placeholders that are filled in at send time. Here is an example appointment reminder template:

Template name: appointment_reminder
Language: en_US
Category: UTILITY
Status: APPROVED

Body:
Hi {{1}}, this is a reminder for your dental appointment
with Dr. {{2}} on {{3}} at {{4}}.

Location: {{5}}

Reply with:
✅ CONFIRM  - to confirm your appointment
🔄 RESCHEDULE - to change the time
❌ CANCEL - to cancel

Thank you!
Smile Dental Clinic

Variables:
  {{1}} = Patient name
  {{2}} = Dentist name
  {{3}} = Date (e.g., "Monday, 15 Jan")
  {{4}} = Time (e.g., "10:30 AM")
  {{5}} = Clinic address

Creating Custom Templates

You can create custom templates for practice-specific messaging:

1. Go to Settings → Integrations → WhatsApp → Templates.
2. Click Create Template.
3. Enter the template name, language, and category (UTILITY, MARKETING).
4. Write the message body using {{variable}} placeholders.
5. Add header (text, image, or document) and footer if needed.
6. Add quick reply buttons (e.g., CONFIRM, RESCHEDULE, CANCEL).
7. Submit for Meta approval (typically 1-4 hours for utility templates).

OTP Authentication

Odento uses WhatsApp OTP as the primary authentication method. When a user logs in or registers, a 6-digit OTP is sent via WhatsApp using the nexabase_otp template. OTP messages are always free — they are billed at the platform level, not the organization level.

If WhatsApp delivery fails (e.g., the user does not have WhatsApp), the system automatically falls back to SMS via the 2Factor API. This ensures OTP delivery regardless of the user's messaging setup.

Neurax AI Conversations

When Neurax is enabled, patients can send free-form messages to your WhatsApp number and receive AI-powered responses. Neurax handles booking, FAQs, cost inquiries, and post-treatment follow-ups. When a situation requires human judgment, Neurax escalates to the dentist or front desk. See the Neurax platform documentation for details.

Notification Credits

WhatsApp messages consume notification credits. The system administrator creates alert packages (a set number of credits for a price). Businesses buy packages and choose which alerts to enable per location and channel. Every send checks the credit balance and decrements on success.

• OTP messages: Always free (platform-level billing).
• Template messages: 1 credit per message sent.
• Free-form messages (Neurax): 1 credit per message sent.
• Failed sends: No credit deducted.

Troubleshooting

• Messages not delivered: Check if the patient's number has WhatsApp. Verify the number format includes the country code.
• Template rejected: Ensure the template follows Meta's guidelines. Avoid promotional language in utility templates.
• 24-hour window expired: If free-form messages fail, the window has closed. Send a template message instead.
• Low quality rating: If patients report or block your messages, Meta may reduce your messaging limits. Ensure messages are relevant and not spammy.
• Insufficient credits: Purchase additional notification credits from the dashboard.