Reception is on the phone all day. Enquiries outside hours are simply lost.
A clinic reception desk in the UAE spends its day on the phone, answering the same questions about timings, insurance and directions while patients stand in front of them. A Wakil agent takes those questions on WhatsApp or voice, in Arabic or English, and leaves your team free for the people in the room.
It handles administration only. The agent collects insurance details, preferred timing and history, reads the live practice calendar, and proposes real slots. It gives no clinical advice at all, and reception approves every appointment before the patient is told it is confirmed.
A Dubai medical clinic answered 96% of after-hours patient messages in its first month and booked 240 extra appointments without adding front-desk staff.
Anonymised example. Figures are indicative.
7 steps · 1 human checkpoints · the agent handles everything in between.
WhatsApp · Voice
Answers in Arabic or English, on whichever channel the patient used.
Intent routing
Reads the intent and routes to the right department. It gives no clinical advice.
Clinic CRM
Collects insurance, preferred timing and history, the administrative facts, never medical judgement.
Practice calendar
Looks at the live calendar for genuinely open slots.
Booking request
Offers options and records the patient’s preference.
Approval
The booking is routed to reception for approval. Clinical scheduling stays in human hands.
Clinic CRM
Creates the record with a written summary attached.
Anonymised results from live deployments with Clinics clients in the UAE. Names are withheld at their request and figures are indicative.
After hours WhatsApp messages piled up and were answered the next morning.
The agent answers administrative questions and proposes real slots, with reception approving each booking.
The front desk missed calls while treating patients in the room.
Voice and WhatsApp enquiries are taken in Arabic and English, with insurance details captured before arrival.
No. It answers administrative questions only: timings, insurance, directions, preparation instructions you have approved, and booking. Anything clinical is routed to your staff.
Yes. The same agent can answer calls in Arabic and English, and the booking logic is identical whichever channel the patient used.
The agent reads your live calendar, offers genuinely open slots, and records the patient’s preference. Reception confirms before the patient receives confirmation.
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