> For the complete documentation index, see [llms.txt](https://docs.physiqo.in/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.physiqo.in/04-product/prd-4.md).

# WhatsApp

## WhatsApp Module

***

## 1. Purpose

The WhatsApp Module enables patients and physiotherapists to interact with the PhysiQo platform through the official WhatsApp Business account.

The objective is to provide a fast, conversational and mobile-first experience while minimizing manual customer support.

***

## 2. Business Objectives

The WhatsApp Module shall:

* Simplify appointment booking.
* Reduce customer support workload.
* Automate onboarding.
* Provide instant booking updates.
* Deliver payment links.
* Improve booking conversion.
* Improve patient engagement.

***

## 3. Supported Users

Current

* Patient
* Physiotherapist

Future

* Customer Support
* Corporate Partners

***

## 4. Supported Features

Current

* OTP Verification
* Patient Onboarding
* Physiotherapist Onboarding
* Booking
* Payment Link Sharing
* Booking Confirmation
* Booking Status
* Assignment Notification

Future

* AI Exercise Guidance
* Voice Messages
* Image Upload
* Report Sharing
* Live Human Support

***

## 5. Patient Conversation Flow

1. User sends "Hi"
2. AI welcomes the user.
3. User selects Patient.
4. OTP verification.
5. Patient profile completion (first-time users only).
6. Booking details collected.
7. Payment link shared.
8. Payment verified.
9. Booking confirmed.
10. Physiotherapist assigned.
11. Appointment reminders.
12. Review request after treatment.

```mermaid
flowchart TD

A[User Sends Hi]

A --> B[AI Welcome]

B --> C[Select Patient]

C --> D[OTP Verification]

D --> E[Complete Profile]

E --> F[Collect Booking Details]

F --> G[Generate Payment Link]

G --> H[Payment Success]

H --> I[Assign Physio]

I --> J[Booking Confirmed]

J --> K[Treatment]

K --> L[Review Request]
```

***

## 6. Physiotherapist Conversation Flow

1. Register
2. OTP Verification
3. Complete KYC
4. Upload Documents
5. Admin Verification
6. Approval
7. Receive Assignments
8. Accept / Reject Booking
9. Complete Treatment
10. Settlement Notification

***

## 7. Conversation State Management

Each WhatsApp conversation shall maintain a session state.

Examples include:

* NEW\_USER
* ROLE\_SELECTION
* OTP\_VERIFICATION
* PROFILE\_COMPLETION
* BOOKING\_DETAILS
* PAYMENT\_PENDING
* PAYMENT\_VERIFIED
* ASSIGNMENT\_IN\_PROGRESS
* BOOKING\_CONFIRMED
* COMPLETED

Session state shall persist until the workflow is completed or expires.

***

## 8. AI Responsibilities

The AI Assistant may:

* Guide onboarding.
* Collect booking details.
* Answer FAQs.
* Share booking status.
* Provide payment instructions.
* Assist with rescheduling.

The AI Assistant shall not:

* Diagnose diseases.
* Prescribe medicines.
* Recommend medications.
* Handle emergency medical situations.

***

## 9. Backend Mapping

Controllers

* WhatsAppWebhookController

Services

* MessageRouter
* OnboardingService
* ConversationSessionService
* BookingService
* NotificationService

Entities

* ConversationSession
* Booking
* User
* Patient
* Physio

***

## 10. Future Enhancements

* Voice Conversation
* Image Recognition
* AI Recovery Coach
* Multi-language Support
* Live Agent Handover
* Appointment Modification

***

## Related Documents

* Authentication PRD
* Booking PRD
* Notification PRD
* User Journey
* Business Rules

***

Status

Draft


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