For Training

What staff need to know before using this

1. This only appears on a conversation that has already expired — the red "Conversation Expired" text is the

signal. On an active conversation, keep messaging normally; this feature isn't involved.

1. It can only send messages that are simple enough to need nothing but the patient's name. If a message needs an

appointment date, a doctor, or anything else specific, it won't be sendable this way — that's expected, not a bug to work around.

Step-by-step (web)

1. Open WhatsApp → Conversations and select an expired conversation (marked "Conversation Expired" in red, next

to a Send Template button).

1. Click Send Template. A modal opens with a search field.
2. Search for the message to send by name. Selecting one shows a live preview of exactly what the patient will

receive, with their name already filled in.

1. If the preview shows a red line listing missing values (e.g. @DATE, @DOCTOR_NAME), that message can't be sent

this way — pick a different one, or use the normal reminder system once the conversation reopens.

1. If the preview looks right and there's no red line, click Send. The message appears at the bottom of the

conversation like any other sent message.

Step-by-step (mobile)

1. Open the conversation. If it's expired, a Send Template button appears in the header next to "Conversation

Expired."

1. Tap it to open the Send Template screen.
2. Search for and select a message the same way as on web — the screen shows the same live preview and the same red

warning if something can't be filled.

1. Tap Send in the top-right header once an eligible message is selected.

Common training pitfalls to call out

• "Why can't I just type the date in myself?" There's no free-text box here on purpose — this only sends

pre-approved WhatsApp templates, and the template's wording (including which values it needs) was fixed when it was created and approved. If a message needs values this flow can't supply, the right fix is to wait for the patient's reply (which reopens normal messaging) rather than trying to work around the restriction.

• "Can I use this to start a brand-new conversation?" No — this only works on a conversation that already exists

and has expired. It's a re-engagement tool, not a first-contact tool.

• Permission required. Staff need the same WhatsApp-sending permission (SEND_WA) they'd need to send a normal

WhatsApp message — if they can already reply to conversations, they can use this too.