Medivana uses official WhatsApp (WhatsApp Cloud API) for sign-in OTPs, patient verification in the portal, appointment reminders, receipts, and broadcasts.
Message types
| Type | Needs broadcast consent? | Uses quota? |
|---|---|---|
| Staff sign-in / patient portal OTP | No | According to your plan's terms |
| Follow-up/booking appointment reminders | No (part of the service) | Yes |
| Receipts and results requested by the patient | No | Yes |
| Promotional/informational broadcasts | Yes | Yes |
Monthly quota: Praktik 200, Klinik 1,000, Klinik Pro 3,000, Enterprise 5,000 per branch. Add more with a quota add-on (per 1,000 messages).
Common problems
| Symptom | Cause | What to do |
|---|---|---|
| "WhatsApp message not sent: …" | The number is not registered on WhatsApp, the number format is wrong, or WhatsApp rejected it | Check the number (format 08… or 62…); update the patient record |
| Messages delayed | Quota used up or WhatsApp disrupted | Check the quota in Settings → Plan; messages are resent automatically after recovery |
| OTP not received | A different number on the account, or the phone is offline | Sign in with email and password; update the number on the account |