Intelligent conversation operations
"Your prescription is ready", the repeat-medication reminder, the nurse's arrival window and the insurance pre-approval status — to a patient who sent a photo of the prescription and expects the medicine tonight. Messages about the patient's own order and care are utility; the vitamins promotion is marketing, and medicines cannot be promoted at all.
The category decides everything else: the price, whether it reaches somebody who opted out, and the criteria it is reviewed against.
| Message | Category | What that means |
|---|---|---|
| Prescription received — ready for collection at 18:00, or delivery by 21:00 | Utility | The patient sent the prescription, which opened the window; the confirmation can be free text and the ready notice hours later a template. Name the medicine only if the patient did. |
| Your {{medication}} repeat is due in 5 days — reorder? | Utility | About the patient's own ongoing prescription: utility, and the reorder button is what keeps a chronic patient from running out on a Friday. |
| Nurse {{name}} arrives between {{from}} and {{to}}; DHA licence {{number}} | Utility | The licence number in the arrival message is what a family expects before opening the door to a stranger with a blood-pressure cuff. |
| Insurance pre-approval for {{item}}: approved / needs a report from your doctor | Utility | The status the patient is waiting on. Sent as a template, it arrives at 11pm when the approval comes through, rather than the next morning when the pharmacist remembers. |
Every Gulf health regulator — DHA, DoH, MOHAP, the Saudi SFDA and MOH — prohibits promoting prescription medicines to the public, and Meta's own commerce policy prohibits selling them through catalogs. So the pharmacy that photographs its shelves into a WhatsApp catalog gets the catalog rejected and the licence queried in the same week. What is allowed, and what customers actually want, is the transactional flow: the prescription photo in, the confirmation and price out, the ready or delivery notice, the repeat reminder for a medicine the patient is already on. Over-the-counter and wellness products can be marketed to opted-in customers, with the same care as any other retailer. Zanii's template classifier flags a marketing template that names a medicine before it reaches Meta's review, and the consent receipt per opted-in customer is what the inspector asks to see.
Hi {{1}}, your order {{2}} is ready at {{3}} — total {{4}}, insurance applied. Collect until {{5}} today, or tap Deliver for home delivery.
Category: Utility
The double braces are variables WhatsApp fills per recipient. Meta rejects a template whose numbering has gaps, and Zanii catches that before you submit it.