Doctorna
OmnichannelWhatsApp, Instagram, Facebook and Google in one shared inbox

One inbox for every patient conversation

Doctorna Omnichannel brings those conversations into one shared inbox. Your team replies from a single screen, every message is linked to the patient, and nothing depends on one person’s phone.

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New message · 21:04
Doctorna · Shared inboxSample data
LM

Layla M.

via WhatsApp · earlier on Instagram

Reception
Instagram · 2 weeks ago
Saw your ad — do you do teeth whitening?
WhatsApp · today 21:04
Hi, how much is whitening? Is there a slot this week?
Hi Layla, thanks for writing again. We have Thursday at 14:30 — shall I book it for you?
Replied by Reception
Reply or insert a saved reply…
Patient recordLayla M.
ChannelsInstagram, WhatsApp
RCAssigned to Reception
01 — Definition

What is omnichannel patient communication?

Omnichannel patient communication means a patient can reach your clinic on the channel they prefer and still get one continuous conversation. It is different from simply being present on several channels.

Multichannel

Multichannel means you have a WhatsApp number, an Instagram page, a Facebook page and a Google Business Profile that are each checked separately.

WhatsApp

Checked on one phone

Instagram

Checked when someone has time

Facebook

Checked separately

Google

Checked now and then

Separate apps · separate histories

Omnichannel

Omnichannel means all of them feed the same inbox, the same patient record and the same follow-up process.

WhatsAppInstagramFacebookGoogle
01One shared inbox
02One patient record
03One follow-up process

For a clinic, the practical result is simple: the patient never has to repeat themselves, and the team never has to ask “who spoke to this person last?”

02 — The problem

The problem with scattered messages

Most clinics we speak to run patient communication through a mix of personal phones, a shared WhatsApp Business app, and social media inboxes checked when someone has time. The same problems appear again and again:

After hoursEnquiries sit unanswered after hours, and the patient moves on to the next clinic.
OwnershipTwo staff members answer the same patient, or nobody does.
HistoryConversation history stays on one person’s phone and is lost when they leave.
VisibilityManagers cannot see response times, so slow replies go unnoticed.
AdsPatients who came from an ad are never matched to the booking they eventually made.

Shared inbox

UI concept
Every channel in one shared inbox
Each conversation assigned to an owner
History saved to the patient record
Waiting chats and response times visible
Enquiries linked to the patient

An omnichannel inbox removes each of these by design, instead of asking the team to work harder.

03 — Workflow

How it works

  1. 01

    A patient sends a message on WhatsApp, Instagram, Facebook or Google.

    Step 1 of 6Sample data

    Incoming

    WhatsApp

    How much is a consultation?

    Instagram

    Replying to your ad — is this available?

    Facebook

    Can I move my appointment to Thursday?

    Google

    Are you open on Friday?

  2. 02

    The message arrives in the shared inbox and is matched to an existing patient record, or creates a new one.

    Step 2 of 6Sample data
    Hi, can I move my appointment to Thursday?
    Matched

    Existing patient record

    Sara A. · history attached

    Or

    New record created

    For a first-time patient

  3. 03

    The conversation is assigned to a team member or a department, such as reception or the call centre.

    Step 3 of 6Sample data

    Assign conversation

    RCReceptionAssigned
    CCCall centreDepartment
    NSNurseTeam member
    MGManagerCan view
  4. 04

    Staff reply from the inbox and can see the patient’s earlier messages and appointments alongside the chat.

    Step 4 of 6Sample data
    Is Dr. Noor available after my last visit?
    Yes — same doctor as your visit on the 3rd. Shall I book?

    Alongside the chat

    Earlier messages

    WhatsApp · Instagram

    Appointments

    Last visit · Dr. Noor

  5. 05

    Reminders and follow-ups are sent automatically at the right time.

    Step 5 of 6Sample data

    Appointment confirmation

    Sent when the booking is made

    Automatic

    Reminder before the visit

    Sent at the right time

    Automatic

    Follow-up after treatment

    Sent after the visit

    Automatic
  6. 06

    If the patient writes again on a different channel, the history stays together.

    Step 6 of 6Sample data
    OK

    Omar K.

    One continuous history

    Instagram · last week

    Asked about a consultation from an ad

    WhatsApp · Monday

    Booked and received a confirmation

    Asked a follow-up question — same record

04 — Channels

The channels your patients already use

WhatsApp:

the most-used messaging app for patient enquiries and appointment confirmations across the UAE.

Instagram:

direct messages from ads, stories and profile visits land in the same inbox.

Facebook:

page messages are answered by the same team, with the same history.

Google:

messages from your Google Business Profile are handled in the same inbox.

One patient, one record:

whichever channel the message arrives on, it is attached to the same person.

Need another channel? Ask us and we will confirm what is available.

05 — Teams

Built for clinic teams and call centres

Each conversation can be assigned, tagged and handed over. Reception can answer booking questions, while a nurse or doctor is brought in for clinical ones.

  • Managers see who replied, how fast, and which chats are still waiting.
  • Nothing is lost when a shift changes, because the conversation belongs to the clinic and not to a personal phone.

Conversation · Layla M.

UI concept
# Booking# Clinical question
ReceptionAnswered the booking question
NurseBrought in for a clinical question
DoctorAdded to the conversation
Evening shiftPicked up with full history
Manager viewWaiting chats
Who repliedReception
How fastResponse time
Still waitingUnanswered

Saved replies

Prepared by your team
/ booking-confirm· Arabic
شكراً لرسالتك. سيقوم فريق الاستقبال بتأكيد موعدك قريباً.

Sample saved reply. Your clinic writes and approves its own wording for each language.

06 — Language

Reply in the language your patient writes in

Dubai patients write in Arabic, English, Hindi, Urdu, Russian and more, often in the same week.

Your team can reply from one inbox with saved replies prepared in the languages your clinic serves, so a patient who writes in Arabic is not left waiting for the one colleague who speaks it.

07 — Automation

Automation that saves reception time

Automate the messages your team sends again and again: appointment confirmations, reminders before a visit, follow-ups after a treatment, and answers to common questions like opening hours and location. Automation handles the routine so staff can spend time on the patients who need a person.

Handled automaticallyUI concept

  1. Appointment confirmations

    Sent when a visit is booked

    Auto

  2. Reminders before a visit

    So patients arrive on time

    Auto

  3. Follow-ups after a treatment

    Checking in after the visit

    Auto

  4. Answers to common questions

    Like opening hours and location

    Auto

When a person is needed

Thanks for the reminder — do I need to fast before the test?

Patient replied with a questionStaff step in

Reception is not copying and pasting the same message all day. Staff step in only when the patient replies with a question.

08 — Branches

Works across branches and departments

If you run more than one branch, each branch can handle its own conversations while head office keeps a view of all of them. Patients get a consistent experience wherever they book, and managers can compare response times across locations.

Head office

A view of all branches · compare response times

Branch A

Own inbox

Its own conversations

Its own team

Branch B

Own inbox

Its own conversations

Its own team

Branch C

Own inbox

Its own conversations

Its own team

09 — Why Doctorna

Why clinics choose Doctorna Omnichannel

Faster replies, including after hours

No missed messages when staff change shifts

Every conversation saved against the patient record

Clear ownership of every chat

Reminders and follow-ups sent without manual work

Made for clinics and hospitals, not adapted from a retail tool

10 — FAQ

Frequently asked questions

Multichannel means a clinic is present on several channels that are each managed separately. Omnichannel connects those channels into one inbox and one patient record, so the conversation continues wherever the patient writes and the team always sees the full history.

Doctorna

Book a demo

See how Doctorna Omnichannel can put every patient message in one place.

Book a demo and we will show you the inbox with your own clinic’s channels and workflow.

Book a demoTalk to us
One shared inbox