Conversation best practices
Proven rules for fast first replies, a well-built first message, collecting photos and X-rays, and a smooth handover to the coordinator.
3 min read
In medical tourism, patients message three or four clinics at the same time. The clinic that gives the first and clearest reply usually wins the consultation. This article sums up the habits that turn your inbox into booked patients.
1. Speed: the first 5 minutes
Replying to a lead-form enquiry within 5 minutes makes a booking many times more likely than replying hours later. The patient is still holding their phone and remembers you.
- During working hours, appoint someone "on duty" who keeps the Unread tab open.
- Set up an Assigned = Unassigned view so no conversation is left without an owner (see Filters and views).
- Think about the patient's time zone outside your hours: a message from the Gulf arrives in your evening.
You'll find targets and how to measure them in the Speed to lead playbook.
2. Structuring the first message
A good first message has four parts:
- Introduction: your name and the clinic's name. Patients want to know who they're talking to.
- Confirmation: repeat their request ("thanks for your enquiry about a hair transplant"). They know they've reached the right place.
- One clear ask: what you need to give a price (photos, an X-ray). One ask per message.
- Next step: suggest a short video call or a pre-assessment with the doctor, and offer two options ("today or tomorrow?").
Tip
Don't send a price list in the first message. A price looks more valuable after the assessment, alongside a personal treatment plan. Save this first message as a snippet in every language.
3. Collecting photos and X-rays
Ask for the right material in one go so your doctor can assess the case:
| Treatment | What to ask for |
|---|---|
| Dental (implants, veneers) | Panoramic X-ray, smile photo (front), upper/lower jaw photos |
| Hair transplant | 4–5 photos: front, top, back and both sides |
| Aesthetics (rhinoplasty etc.) | Front, profile (left/right) and three-quarter photos |
| Bariatric surgery | Height, weight, chronic conditions, current medication |
- Prepare an image with example photos, keep it in Media Storage and send it with your first message.
- Received files stay in the thread. Record important documents as a note on the contact (see Tasks and notes).
- Once the material arrives, move the opportunity forward (e.g. Photos received).
Important
Health data is sensitive personal data. Don't forward X-rays and photos to personal phones or personal WhatsApp accounts; keep them in the panel. More in Data privacy.
4. Handing over to the coordinator
When the patient agrees to the deposit, the process moves from sales to operations. The handover is where most information gets lost.
- Change the conversation's assignment to the coordinator.
- Leave a short handover summary as an internal comment: agreed treatment and price, dates, transfer/hotel needs, special notes. Tag the coordinator with @.
- Have the coordinator send a message introducing themselves to the patient. The patient now knows who to write to.
5. Short rules for consistency
- One person writes to each patient: whoever the conversation is assigned to.
- Prices are given only after the doctor's assessment, and in writing.
- Every conversation ends with a next step (a question, an appointment, a reminder).
- Voicemails and missed calls are returned the same day.
- At the end of the day, the Unread tab should be empty.
For the end-to-end process, see the Lead to procedure flow playbook.
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