WhatsApp Business for Medical Practices: How the Integration Works (Setup, 24-Hour Rule, Costs)

HeroMed connects WhatsApp, SMS and voice calls to one dedicated practice number, so patient messages land in the practice system instead of on someone's phone. This guide explains how that works, what changes for your team, and what to expect before you go live.

The short version

• You get a dedicated practice number. One number handles WhatsApp and SMS, plus calls in and out where voice is available on the number you buy.
• It's one-to-one only. The practice number chats with one patient at a time. It can't be part of WhatsApp group chats.
• You own the number. It sits in your own Twilio account, which you open as part of setup.
• It can't stay in the WhatsApp app on a phone. A number lives either in the phone app or in the practice system, not both.
• There's a 24-hour reply window. After a patient messages you, you can reply freely for 24 hours. Outside that window, only pre-approved message templates (like reminders) can be sent.
• Meta charges for some messages, not HeroMed. Meta's usage charges are billed to your own Twilio account. Your HeroMed plan stays a flat monthly fee.

Phone WhatsApp vs integrated WhatsApp

Integrated WhatsApp works differently from the app on your phone. It belongs to the practice, not to whoever holds the phone.

Your dedicated practice number

Think of it as your practice's official line, running in the cloud instead of on a SIM card.

1. Open a Twilio account. Twilio is the telecoms service that carries the messages and calls. The account and number are in your practice's name, so you keep them.
2. Choose your number. Buy a new number in Twilio, or move a mobile number you already use for WhatsApp (see the next section). For calls in and out on the same number, pick a number with voice available in your country.
3. Register the number for WhatsApp. Meta checks your business details and approves your WhatsApp business profile: name, logo and description.
4. Connect it to HeroMed. Paste your Twilio integration keys into HeroMed's settings to link the number. Some accounts need a little extra setup, and we'll guide you through it. From then on, reminders, confirmations and patient conversations run through that number.
5. Set your reminders. Pick up to three sending times per appointment. They go out automatically from the diary.

The big one: it can't stay on your phone

Once a number runs in the practice system, you can no longer use it in the WhatsApp app on a phone. This is Meta's rule, not a HeroMed choice. Plan for it before you start.

You have two options:

Before moving a current WhatsApp number:

• Back up or export any chats you need to keep. Old chats do not move across.
• Expect a short gap while the number switches over.
• After the move, that phone can no longer send or receive WhatsApp messages on the number.

The 24-hour window, explained simply

When a patient messages you, a 24-hour reply window opens.

Patient sends a message
        |
        v
 [ 24-hour window open ]  --> reply freely, in your own words
        |
 patient replies again? --> the clock restarts at 24 hours
        |
 24 hours pass with no patient message
        v
 [ window closed ]  --> only pre-approved templates can be sent
                         (reminders, confirmations, account notices)

• Inside the window: your team can chat normally: answer questions, send directions, confirm details.
• Outside the window: you can't send a free-typed message. You can send an approved template, such as an appointment reminder. If the patient replies, the window opens again.
• Why it exists: Meta uses it to stop businesses from spamming people. It's the same for every business on WhatsApp.

No group chats

The practice number works one-to-one only. It can't take part in WhatsApp groups.

• The number can't be added to a normal WhatsApp group. If someone tries, the practice won't see that group's messages.
• Every conversation is between one patient and the practice, and it's saved against that patient.
• Keep staff group chats on staff phones, and patient conversations in HeroMed.

When costs apply and when they don't

HeroMed doesn't charge per message. Meta's WhatsApp charges are billed through your own Twilio account.

• Replying to a patient inside an open 24-hour window is generally not charged by Meta.
• Template messages your practice starts, such as reminders and confirmations sent outside an open window, are charged by Meta per message. The rate depends on the message type (utility, marketing or authentication) and the patient's country.
• SMS and voice calls are charged at Twilio's rates for your country.
• Rates change. Check Meta's official WhatsApp Business pricing page and Twilio's pricing page for current figures.

To keep costs low, use email for routine messages, and keep WhatsApp for reminders and conversations patients actually reply to.

What to send on WhatsApp, and what not to

Use WhatsApp for appointments and admin, not clinical information.

• Good for WhatsApp: booking confirmations, appointment reminders, intake form links, directions and parking, account and payment notices, recall prompts.
• Keep off WhatsApp: results, diagnoses, detailed clinical notes, and anything urgent. Add a line to your profile telling patients what to do in an emergency.

Go-live checklist

• Decide on your number: a new Twilio number (recommended) or your moved WhatsApp mobile number
• Back up chats if you're moving an existing WhatsApp number
• Open your Twilio account and complete Meta's business check
• Add your Twilio integration keys in HeroMed settings to link the number
• Set your reminder times and check your message templates
• Brief the front desk: replies are handled in HeroMed, not on a phone

Want the background on why practices move to WhatsApp? Read Moving your practice to WhatsApp or see the WhatsApp & SMS module.

New to the idea? Start with WhatsApp medical practice integration for what it changes day to day.