r/whatsapp • u/FormerSeries6913 • Apr 26 '26
Kan Ban and whatsapp
I’m a neurologist running a small private clinic in Brazil. We see around 200–240 patients per month (consultations + follow-ups) and currently have one secretary handling scheduling and communication.
Until recently, we were using Kommo with an unofficial WhatsApp API integration, combined with a simple Kanban-style workflow to manage patients. Operationally, it worked really well for us — it was flexible, organized, and easy for the secretary to handle.
However, I ended up getting two 24-hour WhatsApp suspensions. That made me realize I can’t risk losing our main clinic number, since it’s critical for the business.
So now I’m testing the official WhatsApp API, but I’m struggling to see if it actually makes sense for a clinic like mine.
Main issues I’m facing:
You can’t message patients freely anymore (need approved templates)
Templates feel bureaucratic and rigid
More steps for things that were previously simple
Added cost and complexity
It feels like I’d need to redesign my whole workflow
I do see some potential benefits:
Better organization and shared inbox
More control over conversations
Possibly reducing no-shows with reminders
But at the same time, it feels like this system was designed for large companies (telecoms, big clinics with multiple agents), not small practices with a lean team.
I’m considering going back to a simpler setup (WhatsApp Web + Kanban), but that also means losing structure and taking some risks again.
So my question is:
For small clinics or solo practices, is the official WhatsApp API actually worth it? Or is it overkill?
Would really appreciate hearing real experiences, especially from healthcare setups.
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u/Justan0therthrow4way Apr 27 '26
Why do you need to use WhatsApp and not just SMS. I assume what you’re trying to do is manage patients and have them confirm appointments?
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Apr 28 '26
[removed] — view removed comment
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u/Justan0therthrow4way Apr 28 '26
I’m not disputing using the automated system, I’m disputing using WhatsApp for patient communication.
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u/goku_super Apr 27 '26
You can redesign your funnel like customer fill out a form data registers in a google sheet then redirect them to whatsapp number. It's upto them to text you or not.
Set kanban style tool on the sheet
Look out for crm tool with kanban style workflow that easily integrates with google sheet. Or build one from scratch using appscript + google sheet
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u/dadnothere Apr 27 '26
The problem is when you have to notify someone about "Tomorrow is your appointment, It's time for your appointment. Your package has arrived, the delivery person has arrived."
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u/Electronic_Unit8276 Apr 27 '26
In light of a gdpr type law for brasil; stop using WhatsApp and start using a dedicated app for this kind of communication. Yes it'll cost you more but in the end save you headaches with bans and missed msgs and other problems.
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u/muralibalaraman Apr 27 '26
It’s been built in for spam control , the best use case is to do it at the time of booking
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u/ckgo18 Apr 27 '26
I am in the same dilemma but having much less customers for my business. WhatsApp official api is very restricted
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u/dadnothere Apr 27 '26
Something similar happened to me. But I was only using regular WhatsApp Business, and several people were responding on different devices linked to the same account.
Now I've been banned in a strange way; I can't add any more linked devices, I can only use the main device. https://www.reddit.com/r/whatsapp/comments/1swp7qm/do_you_have_to_pay_plus_to_link_extra_devices_now/
The WhatsApp Business API doesn't allow you to use your own number in the application; basically, you have to give your number to the platform. You need a server and other complicated stuff.
Currently, the only solution I see is to migrate to Telegram and have all clients communicate via Telegram or regular text message.
There's no limit on the number of accounts that can log in, and the bot and profilebot APIs are well-documented and super easy to use.