{"id":2177,"date":"2026-01-23T04:44:12","date_gmt":"2026-01-23T04:44:12","guid":{"rendered":"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/?p=2177"},"modified":"2026-01-27T13:12:03","modified_gmt":"2026-01-27T13:12:03","slug":"sms-whatsapp-notifications","status":"publish","type":"post","link":"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/kivicare-pro\/documentation\/features\/sms-whatsapp-notifications\/","title":{"rendered":"SMS &amp; WhatsApp Notifications"},"content":{"rendered":"<div class=\"nolwrap\">\n<h2 class=\"wp-block-heading\">Overview<\/h2>\n\n\n\n<p>Reduce no-shows and improve patient communication with automated SMS and WhatsApp notifications.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Key Benefits<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Reduce No-Shows<\/strong> \u2013 Typical reduction of 30\u201340%<\/li>\n\n\n\n<li><strong>Save Time<\/strong> \u2013 No more manual reminder calls<\/li>\n\n\n\n<li><strong>Higher Engagement<\/strong> \u2013 SMS has a 98% open rate<\/li>\n\n\n\n<li><strong>WhatsApp Preferred<\/strong> \u2013 Popular among patients<\/li>\n\n\n\n<li><strong>Global Reach<\/strong> \u2013 Works worldwide via Twilio<\/li>\n\n\n\n<li><strong>Custom Templates<\/strong> \u2013 Fully personalized messages<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\">Prerequisites<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Twilio Account Required<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\">For SMS<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Twilio account (free trial available)<\/li>\n\n\n\n<li>Account SID<\/li>\n\n\n\n<li>Auth Token<\/li>\n\n\n\n<li>Twilio phone number<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">For WhatsApp<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Twilio account with WhatsApp enabled<\/li>\n\n\n\n<li>WhatsApp Business Account<\/li>\n\n\n\n<li>Approved WhatsApp message templates<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Cost Estimate<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>SMS:<\/strong> ~$0.01 \u2013 $0.05 per message (varies by country)<\/li>\n\n\n\n<li><strong>WhatsApp:<\/strong> ~$0.005 \u2013 $0.01 per message (usually cheaper)<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\">Quick Setup Guide (SMS)<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Step 1: Create a Twilio Account<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Visit <strong>twilio.com\/try-twilio<\/strong><\/li>\n\n\n\n<li>Sign up (free $15 credit included)<\/li>\n\n\n\n<li>Verify email and phone number<\/li>\n\n\n\n<li>Open the Twilio Console<\/li>\n<\/ol>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h3 class=\"wp-block-heading\">Step 2: Get Twilio Credentials<\/h3>\n\n\n\n<p>From the Twilio Console:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Click <strong>Account<\/strong> (top right)<\/li>\n\n\n\n<li>Copy <strong>Account SID<\/strong><\/li>\n\n\n\n<li>Copy <strong>Auth Token<\/strong><\/li>\n\n\n\n<li>Store them securely<\/li>\n<\/ol>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h3 class=\"wp-block-heading\">Step 3: Buy a Twilio Phone Number<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Go to <strong>Phone Numbers \u2192 Buy a Number<\/strong><\/li>\n\n\n\n<li>Select your country<\/li>\n\n\n\n<li>Choose a number with SMS support<\/li>\n\n\n\n<li>Purchase and copy the number<code>+15551234567<\/code><\/li>\n<\/ol>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h3 class=\"wp-block-heading\">Step 4: Configure SMS in KiviCare<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Go to <strong>Settings \u2192 Pro Settings<\/strong><\/li>\n\n\n\n<li>Scroll to <strong>Twilio SMS Configuration<\/strong><\/li>\n\n\n\n<li>Enter:<code>Account SID Auth Token Phone Number<\/code><\/li>\n\n\n\n<li>Enable <strong>SMS Notifications<\/strong><\/li>\n\n\n\n<li>Click <strong>Save Settings<\/strong><\/li>\n<\/ol>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h3 class=\"wp-block-heading\">Step 5: Test SMS<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Go to <strong>Settings \u2192 SMS\/WhatsApp Templates<\/strong><\/li>\n\n\n\n<li>Click <strong>Test SMS<\/strong><\/li>\n\n\n\n<li>Enter your phone number<\/li>\n\n\n\n<li>Click <strong>Send Test<\/strong><\/li>\n<\/ol>\n\n\n\n<p>\u2705 If you receive the SMS, the setup is complete.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\">Creating SMS Templates<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Template Structure<\/h3>\n\n\n\n<p>Each template requires:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Template Name<\/li>\n\n\n\n<li>Event Trigger<\/li>\n\n\n\n<li>Message Body<\/li>\n\n\n\n<li>Dynamic Placeholders<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h3 class=\"wp-block-heading\">Available Placeholders<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\">Patient Information<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><code>{patient_name}<\/code><\/li>\n\n\n\n<li><code>{patient_first_name}<\/code><\/li>\n\n\n\n<li><code>{patient_email}<\/code><\/li>\n\n\n\n<li><code>{patient_phone}<\/code><\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Appointment Information<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><code>{appointment_date}<\/code><\/li>\n\n\n\n<li><code>{appointment_time}<\/code><\/li>\n\n\n\n<li><code>{appointment_day}<\/code><\/li>\n\n\n\n<li><code>{doctor_name}<\/code><\/li>\n\n\n\n<li><code>{service_name}<\/code><\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Clinic Information<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><code>{clinic_name}<\/code><\/li>\n\n\n\n<li><code>{clinic_phone}<\/code><\/li>\n\n\n\n<li><code>{clinic_address}<\/code><\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Billing Information<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><code>{bill_amount}<\/code><\/li>\n\n\n\n<li><code>{payment_status}<\/code><\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\">SMS Template Examples<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Appointment Confirmation<\/h3>\n\n\n\n<p><strong>Event Trigger:<\/strong> Appointment Booked<br><strong>Channel:<\/strong> SMS<\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>Hi {patient_name},\n\nYour appointment with Dr. {doctor_name} is confirmed for {appointment_date} at {appointment_time}.\n\nLocation: {clinic_name}\n{clinic_address}\n\nPlease arrive 10 minutes early.\nCall {clinic_phone} for changes.\n<\/code><\/pre>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h3 class=\"wp-block-heading\">24-Hour Appointment Reminder<\/h3>\n\n\n\n<pre class=\"wp-block-code\"><code>Reminder: You have an appointment tomorrow ({appointment_day}) at {appointment_time} with Dr. {doctor_name}.\n\n{clinic_name}\n{clinic_address}\n<\/code><\/pre>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h3 class=\"wp-block-heading\">Appointment Cancellation<\/h3>\n\n\n\n<pre class=\"wp-block-code\"><code>Hi {patient_name},\n\nYour appointment on {appointment_date} at {appointment_time} has been cancelled.\n\nTo reschedule, call {clinic_phone}.\n\n{clinic_name}\n<\/code><\/pre>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h3 class=\"wp-block-heading\">Payment Confirmation<\/h3>\n\n\n\n<pre class=\"wp-block-code\"><code>Thank you for your payment!\n\nAmount: ${bill_amount}\nDate: {appointment_date}\n\n{clinic_name}\nReceipt sent to {patient_email}\n<\/code><\/pre>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\">WhatsApp Notifications Setup<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Step 1: Enable WhatsApp in Twilio<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Twilio Console \u2192 <strong>Messaging \u2192 WhatsApp<\/strong><\/li>\n\n\n\n<li>Complete the setup wizard<\/li>\n\n\n\n<li>Connect WhatsApp Business Account<\/li>\n\n\n\n<li>Wait for approval (1\u20133 business days)<\/li>\n<\/ol>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h3 class=\"wp-block-heading\">Step 2: Configure WhatsApp in KiviCare<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Go to <strong>Settings \u2192 Pro Settings<\/strong><\/li>\n\n\n\n<li>Open <strong>Twilio WhatsApp Configuration<\/strong><\/li>\n\n\n\n<li>Enter:<code>Account SID Auth Token WhatsApp Number (whatsapp:+15551234567)<\/code><\/li>\n\n\n\n<li>Enable WhatsApp<\/li>\n\n\n\n<li>Save Settings<\/li>\n<\/ol>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h3 class=\"wp-block-heading\">Step 3: WhatsApp Template Example<\/h3>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>WhatsApp uses numbered placeholders ({{1}}, {{2}})<\/p>\n<\/blockquote>\n\n\n\n<pre class=\"wp-block-code\"><code>Hi {{1}},\n\nYour appointment is confirmed:\n\ud83d\udcc5 {{2}} at {{3}}\n\ud83d\udc68\u200d\u2695\ufe0f Dr. {{4}}\n\ud83d\udccd {{5}}\n\nSee you soon!\n<\/code><\/pre>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\">Notification Events<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Supported Triggers<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\">Appointment Events<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Appointment Booked<\/li>\n\n\n\n<li>Appointment Rescheduled<\/li>\n\n\n\n<li>Appointment Cancelled<\/li>\n\n\n\n<li>24 Hours Before Appointment<\/li>\n\n\n\n<li>1 Hour Before Appointment<\/li>\n\n\n\n<li>Appointment Completed<\/li>\n\n\n\n<li>Missed Appointment<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Billing Events<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Payment Received<\/li>\n\n\n\n<li>Payment Reminder<\/li>\n\n\n\n<li>Bill Generated<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Other Events<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Lab Results Ready<\/li>\n\n\n\n<li>Prescription Ready<\/li>\n\n\n\n<li>Birthday Greetings<\/li>\n\n\n\n<li>Follow-up Reminders<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\">Reports &amp; Monitoring<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">SMS Reports<\/h3>\n\n\n\n<p>Access via <strong>Reports \u2192 SMS Notifications<\/strong><\/p>\n\n\n\n<p>Includes:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Messages sent<\/li>\n\n\n\n<li>Delivery status<\/li>\n\n\n\n<li>Failure reasons<\/li>\n\n\n\n<li>Cost analysis<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\">Cost Management Tips<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Prefer <strong>WhatsApp<\/strong> over SMS<\/li>\n\n\n\n<li>Keep messages under <strong>160 characters<\/strong><\/li>\n\n\n\n<li>Avoid unnecessary reminders<\/li>\n\n\n\n<li>Use local numbers<\/li>\n\n\n\n<li>Set spending limits in Twilio<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\">Troubleshooting<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">SMS Not Sending<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Verify Twilio credentials<\/li>\n\n\n\n<li>Check Twilio balance<\/li>\n\n\n\n<li>Confirm phone number format (+CountryCode)<\/li>\n\n\n\n<li>Ensure template is active<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h3 class=\"wp-block-heading\">WhatsApp Template Rejected<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Avoid promotional language<\/li>\n\n\n\n<li>Keep content transactional<\/li>\n\n\n\n<li>Remove sensitive medical info<\/li>\n\n\n\n<li>Resubmit after edits<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\">Compliance &amp; Best Practices<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Do not include medical diagnoses<\/li>\n\n\n\n<li>Do not send sensitive health data<\/li>\n\n\n\n<li>Always include opt-out instructions<\/li>\n\n\n\n<li>Respect patient consent<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\">Patient Experience Example<\/h2>\n\n\n\n<pre class=\"wp-block-code\"><code>Hi John,\n\nYour appointment with Dr. Smith is confirmed for Jan 20, 2026 at 10:30 AM.\n\nDowntown Clinic\n123 Main Street\n\nCall 555-1234 for changes.\n<\/code><\/pre>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\">Related Features<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/kivicare-pro\/documentation-kivicare-pro\/configuration-kivi-pro\/custom-notification-settings-documentation\/\">Custom Notifications<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/kivicare-pro\/documentation-kivicare-pro\/configuration-kivi-pro\/pro-settings\/\">Pro Settings Dashboard<\/a><\/li>\n\n\n\n<li>Appointment Management<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Overview Reduce no-shows and improve patient communication with automated SMS and WhatsApp notifications. Key Benefits Prerequisites Twilio Account Required For SMS For WhatsApp Cost Estimate Quick Setup Guide (SMS) Step 1: Create a Twilio Account Step 2: Get Twilio Credentials From the Twilio Console: Step 3: Buy a Twilio Phone Number Step 4: Configure SMS [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":0,"parent":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[35],"tags":[],"class_list":["post-2177","post","type-post","status-publish","format-standard","hentry","category-features-documentation-kivicare-pro"],"featured_image_src":null,"author_info":{"display_name":"wordpressadminiq","author_link":"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/author\/wordpressadminiq\/"},"_links":{"self":[{"href":"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/wp-json\/wp\/v2\/posts\/2177","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/wp-json\/wp\/v2\/comments?post=2177"}],"version-history":[{"count":3,"href":"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/wp-json\/wp\/v2\/posts\/2177\/revisions"}],"predecessor-version":[{"id":2343,"href":"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/wp-json\/wp\/v2\/posts\/2177\/revisions\/2343"}],"wp:attachment":[{"href":"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/wp-json\/wp\/v2\/media?parent=2177"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/wp-json\/wp\/v2\/categories?post=2177"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/documentation.iqonic.design\/kivicare-wordpress\/wp-json\/wp\/v2\/tags?post=2177"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}