Overview
Reduce no-shows and improve patient communication with automated SMS and WhatsApp notifications.
Key Benefits
- Reduce No-Shows – Typical reduction of 30–40%
- Save Time – No more manual reminder calls
- Higher Engagement – SMS has a 98% open rate
- WhatsApp Preferred – Popular among patients
- Global Reach – Works worldwide via Twilio
- Custom Templates – Fully personalized messages
Prerequisites
Twilio Account Required
For SMS
- Twilio account (free trial available)
- Account SID
- Auth Token
- Twilio phone number
For WhatsApp
- Twilio account with WhatsApp enabled
- WhatsApp Business Account
- Approved WhatsApp message templates
Cost Estimate
- SMS: ~$0.01 – $0.05 per message (varies by country)
- WhatsApp: ~$0.005 – $0.01 per message (usually cheaper)
Quick Setup Guide (SMS)
Step 1: Create a Twilio Account
- Visit twilio.com/try-twilio
- Sign up (free $15 credit included)
- Verify email and phone number
- Open the Twilio Console
Step 2: Get Twilio Credentials
From the Twilio Console:
- Click Account (top right)
- Copy Account SID
- Copy Auth Token
- Store them securely
Step 3: Buy a Twilio Phone Number
- Go to Phone Numbers → Buy a Number
- Select your country
- Choose a number with SMS support
- Purchase and copy the number
+15551234567
Step 4: Configure SMS in KiviCare
- Go to Settings → Pro Settings
- Scroll to Twilio SMS Configuration
- Enter:
Account SID Auth Token Phone Number
- Enable SMS Notifications
- Click Save Settings
Step 5: Test SMS
- Go to Settings → SMS/WhatsApp Templates
- Click Test SMS
- Enter your phone number
- Click Send Test
✅ If you receive the SMS, the setup is complete.
Creating SMS Templates
Template Structure
Each template requires:
- Template Name
- Event Trigger
- Message Body
- Dynamic Placeholders
Available Placeholders
Patient Information
{patient_name}{patient_first_name}{patient_email}{patient_phone}
Appointment Information
{appointment_date}{appointment_time}{appointment_day}{doctor_name}{service_name}
Clinic Information
{clinic_name}{clinic_phone}{clinic_address}
Billing Information
{bill_amount}{payment_status}
SMS Template Examples
Appointment Confirmation
Event Trigger: Appointment Booked
Channel: SMS
Hi {patient_name},
Your appointment with Dr. {doctor_name} is confirmed for {appointment_date} at {appointment_time}.
Location: {clinic_name}
{clinic_address}
Please arrive 10 minutes early.
Call {clinic_phone} for changes.
24-Hour Appointment Reminder
Reminder: You have an appointment tomorrow ({appointment_day}) at {appointment_time} with Dr. {doctor_name}.
{clinic_name}
{clinic_address}
Appointment Cancellation
Hi {patient_name},
Your appointment on {appointment_date} at {appointment_time} has been cancelled.
To reschedule, call {clinic_phone}.
{clinic_name}
Payment Confirmation
Thank you for your payment!
Amount: ${bill_amount}
Date: {appointment_date}
{clinic_name}
Receipt sent to {patient_email}
WhatsApp Notifications Setup
Step 1: Enable WhatsApp in Twilio
- Twilio Console → Messaging → WhatsApp
- Complete the setup wizard
- Connect WhatsApp Business Account
- Wait for approval (1–3 business days)
Step 2: Configure WhatsApp in KiviCare
- Go to Settings → Pro Settings
- Open Twilio WhatsApp Configuration
- Enter:
Account SID Auth Token WhatsApp Number (whatsapp:+15551234567)
- Enable WhatsApp
- Save Settings
Step 3: WhatsApp Template Example
WhatsApp uses numbered placeholders ({{1}}, {{2}})
Hi {{1}},
Your appointment is confirmed:
📅 {{2}} at {{3}}
👨⚕️ Dr. {{4}}
📍 {{5}}
See you soon!
Notification Events
Supported Triggers
Appointment Events
- Appointment Booked
- Appointment Rescheduled
- Appointment Cancelled
- 24 Hours Before Appointment
- 1 Hour Before Appointment
- Appointment Completed
- Missed Appointment
Billing Events
- Payment Received
- Payment Reminder
- Bill Generated
Other Events
- Lab Results Ready
- Prescription Ready
- Birthday Greetings
- Follow-up Reminders
Reports & Monitoring
SMS Reports
Access via Reports → SMS Notifications
Includes:
- Messages sent
- Delivery status
- Failure reasons
- Cost analysis
Cost Management Tips
- Prefer WhatsApp over SMS
- Keep messages under 160 characters
- Avoid unnecessary reminders
- Use local numbers
- Set spending limits in Twilio
Troubleshooting
SMS Not Sending
- Verify Twilio credentials
- Check Twilio balance
- Confirm phone number format (+CountryCode)
- Ensure template is active
WhatsApp Template Rejected
- Avoid promotional language
- Keep content transactional
- Remove sensitive medical info
- Resubmit after edits
Compliance & Best Practices
- Do not include medical diagnoses
- Do not send sensitive health data
- Always include opt-out instructions
- Respect patient consent
Patient Experience Example
Hi John,
Your appointment with Dr. Smith is confirmed for Jan 20, 2026 at 10:30 AM.
Downtown Clinic
123 Main Street
Call 555-1234 for changes.
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