Booking, engagement and admin
What is the WhatsApp 24-hour rule for clinics?
When a patient messages your practice, you can reply freely for 24 hours. After that, only pre-approved templates such as reminders can be sent.
Written by the HeroMed team · Last reviewed 2 October 2026
In HeroMed, patient WhatsApp conversations follow Meta's 24-hour window. A patient's message opens the window, and every new message from them restarts it. Inside the window, your team can type any reply. Outside it, only approved templates can go out, such as appointment reminders and confirmations. Replies inside an open window are generally not charged by Meta. Template messages the practice starts are charged per message.
Read the full guide: WhatsApp Business for medical practices.