Automating Appointment Booking
Case Study — Dental Clinic using Make.com
🦷 Introduction
In today's fast-paced world, convenience is key. Patients expect easy and efficient ways to interact with healthcare providers. Our client, a dental clinic, approached us to simplify their appointment booking process. They wanted an automated system that would allow patients to book via WhatsApp while ensuring the doctor’s availability was seamlessly managed.
Our solution was a customized, fully automated workflow built using Make.com, integrated with Google Calendar, Google Sheets, and Twilio WhatsApp API.
📋 Client Request Overview
Below is a simple diagram illustrating the initial requirements provided by the client:
- Allow patients to book appointments via WhatsApp
- Ensure appointment times do not overlap
- Send appointment confirmations automatically
📌 Project Overview
The goal was to build an automated appointment system using WhatsApp as the entry point. Patients send their preferred date and time via WhatsApp. The system checks the dentist’s availability, books the appointment, sends confirmation back via WhatsApp, logs the data in Google Sheets, and updates the doctor's Google Calendar in real-time — ensuring a smooth, error-free experience for both patients and the clinic.
⚙️ Solution Details
Below is a complete diagram representing the solution we developed:
- Patient Initiates Appointment via WhatsApp: Message handled through Twilio API. Bot collects patient name, date, and time.
- Webhook Captures Patient Information: Make.com webhook captures responses and triggers the scenario.
- Availability Check in Google Calendar: System checks the dentist’s calendar and offers alternative if slot is taken.
- Scheduling & Recordkeeping: Confirms slot, creates Google Calendar event, logs all data in Google Sheets.
- WhatsApp Confirmation: Sends the confirmed date, time, and unique appointment number to the patient.
💡 Benefits to the Client
This solution has dramatically reduced manual workload, allowing the staff to focus on patient care. It eliminates double bookings, reduces errors, and gives patients timely confirmations — all via WhatsApp, their preferred communication channel.
✅ Conclusion
The automated booking solution has transformed how the clinic manages appointments, improving both operational efficiency and patient satisfaction. This case study shows how simple, well-designed automation can make a meaningful impact in healthcare.