Healthcare and Clinics

At-Home Lab Testing and Nursing Services

Medicine / Private Health Services — lab tests and nursing services at the customer's home

Two partners out in the field who can't pick up the phone — and now every unanswered call automatically becomes a sorted inquiry on WhatsApp, instead of a lost lead.

WhatsApp Business API

Meta Business Manager

n8n

CRM

Phone system

Challenge

The Challenge

The business is run by two partners who spend most of the day in the field, and a call that comes in while they're unavailable simply goes unanswered — and the caller is lost. There was no way to capture inquiries when no one was free, no single place that consolidated all the leads with source and status, and a lot of time was burned re-explaining the same types of tests and services. On top of that, a previous experience with an external vendor left a bad taste: the previous bot stopped working, and control of the channel stayed in the vendor's hands rather than the business's.

Solution

The Solution

The company set up a complete WhatsApp system on its existing business number. First — a direct connection to the WhatsApp Business API via Meta, including disconnecting from the external vendor and transferring full control to the client. On top of it runs a button-based bot only, with a fixed and controlled script and no free-form AI, that sorts every inquiry by language ← service type (lab tests / nursing services) ← test type ← sub-options, including an 'other' path that asks the caller to attach a referral or a list of tests. The bot is triggered automatically from the phone system based on the scenario — no answer or end of call — so an unanswered call continues immediately on WhatsApp. At the end of the script an organized inquiry summary is sent (name, phone, what was requested) directly to the partner's WhatsApp for personal handling. All inquiries — phone, WhatsApp and form — are saved in a basic, free CRM with inquiry source and handling status. Everything was built on n8n infrastructure with full access handed over to the client, and the team was trained to self-edit the wording, links and options in the bot.

Our Approach

Setting up the WhatsApp Business API directly via Meta on the existing business number, including disconnecting from the external vendor and transferring full control to the client

A button-based WhatsApp bot, with a fixed script and no AI, with a conversation tree: language ← lab tests / nursing service ← test type ← sub-options, including an 'other' path for attaching a referral or a list of tests

Connecting the phone system to trigger the bot automatically based on the scenario — no answer / end of call

An automatic inquiry summary at the end of the script (name, phone, test type) sent directly to the partner's WhatsApp

A basic, free CRM to save all inquiries (phone, WhatsApp, form) with inquiry source and handling status: new lead / in progress / got back to the customer / closed

Automation infrastructure on n8n with full access handed over to the client

Training and access to self-edit the wording, links and options in the bot

Technologies Used

WhatsApp Business APIMeta Business Managern8nCRMPhone system

The service behind this project

WhatsApp Bot for Business

Results

The Results

Every call that goes unanswered while they're working in the field automatically becomes a sorted inquiry on WhatsApp instead of a lost lead. The bot captures, sorts and summarizes the inquiry on its own, and the partner steps in for personal handling when it suits him — with an organized summary of the name, phone and what the customer requested already in hand. All inquiries are consolidated in one CRM with source and status, instead of scattered manual management, and control of the channel returned fully to the business — the number stays theirs, access to the system is theirs, and they can edit the bot themselves without depending on a vendor. (No documented monetary savings metrics for this client — the results are qualitative.)

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