> ## Documentation Index > Fetch the complete documentation index at: https://docs.neuroncx.in/llms.txt > Use this file to discover all available pages before exploring further. # WhatsApp Channel: Setup, Flows, and Monitoring > Configure your WhatsApp business number, manage message types and templates, and track rate limits, quality errors, and topical intent performance. WhatsApp is the primary messaging channel in Neuroncx AI. It powers the end-to-end conversational flows your patients use to book, reschedule, and cancel appointments — entirely without agent intervention. Because WhatsApp sits at the centre of your automation stack, understanding how to monitor it and respond to platform-level signals (rate limits, quality ratings) is essential to keeping your workflows healthy. ## How the Booking Flow Works When a patient initiates a booking conversation on WhatsApp, Neuroncx AI guides them through a structured multi-step funnel. Each step is mapped to a topic in your Ontology, which in turn maps to a registered message template. **1. Select Location** The patient chooses the clinic or hospital branch they want to visit. This step filters the available consultants and slots shown in subsequent steps. **2. Select Consultant** The patient picks their preferred doctor or specialist from the filtered list. If only one consultant is available for the chosen location, this step is skipped automatically. **3. View Available Slots** Neuroncx AI queries your scheduling integration and presents open appointment slots for the selected consultant. The patient chooses a date and time. **4. Confirmation** A confirmation message is sent summarising the booking details. The lead status is updated in the Transactions Console and the outcome is logged in the Channels Overview dashboard. > [!NOTE] > > If a patient drops off at any step, the flow is recorded as **Failed** or **Modified** in the Booking Channel Performance panel, depending on whether a partial booking was saved. Use the step-level drop-off data to identify where patients are abandoning the conversation. ## Message Types WhatsApp business messaging distinguishes between three categories of messages. Each type has different use cases, template approval requirements, and cost implications — make sure your templates are registered under the correct category. > [tab] Marketing > > **Marketing messages** are promotional in nature. Use them to announce new services, share health campaigns, or re-engage inactive patients with offers or reminders. > > * Require explicit opt-in from the patient before sending. > * Subject to stricter quality review by WhatsApp. > * Count against your marketing template rate limits. > > Examples: "Book your annual health check-up this month and get a free consultation." > [tab] Service > > **Service messages** are transactional responses to an active patient-initiated conversation. These can be sent within the 24-hour customer service window without a pre-approved template. > > * Do not require a pre-approved template during an open session. > * Must be directly relevant to the patient's query or action. > * The most common type used in live booking flows. > > Examples: Slot availability responses, booking confirmations, in-flow clarifications. > [tab] Utility > > **Utility messages** cover operational communications that the patient expects to receive as part of a service. They require a registered template but are not subject to the same opt-in constraints as marketing messages. > > * Appointment reminders, rescheduling notifications, and cancellation confirmations fall into this category. > * Lower cost per conversation than marketing messages. > * Must match a template approved under the Utility category in WhatsApp Business Manager. > > Examples: "Your appointment with Dr. Sharma is confirmed for tomorrow at 10:00 AM." ## Monitoring Rate Limits and Quality Errors WhatsApp enforces rate limits and quality ratings at the business number level. Neuroncx AI surfaces both signals directly in the WhatsApp channel dashboard so you can act before your number gets restricted. ### Rate Limits WhatsApp restricts the number of unique users you can message within a 24-hour rolling window. Your tier determines this limit, and it increases automatically as you demonstrate consistent, high-quality messaging. > [!WARNING] > > If you approach your rate limit, outbound campaign messages pause first — active booking flows are prioritised. However, if the limit is hit entirely, all outbound messaging stops until the window resets. Monitor the rate limit gauge daily during high-volume campaign periods. To increase your tier, maintain a low block rate and high message-read rate over several weeks. Avoid sending bulk marketing messages to users who have not recently engaged with your brand. ### Quality Errors WhatsApp tracks how often recipients report your messages as spam or block your number. A decline in quality rating signals that your templates or targeting need adjustment. | Quality Rating | Meaning | Recommended Action | | - | - | - | | **Green** | Healthy — no action needed. | Continue monitoring. | | **Yellow** | Quality is declining. | Review recent templates and targeting segments. | | **Red** | Number is at risk of restriction. | Pause non-critical campaigns immediately and audit your opt-in list. | ## Topical Usage and Template Optimisation The Topical Usage panel in the Channels Overview dashboard shows which intents — mapped to your registered templates — are being triggered most frequently. Common high-volume topics include **AppointmentBook** and **AppointmentFollowup**. Use topical data to: * Identify templates that handle the most traffic and prioritise keeping them up to date. * Spot topics with high trigger counts but low success rates, which often point to a template that is confusing or poorly worded. * Discover new intents that patients are expressing but that have no mapped template yet — these appear as unhandled or fallback interactions. > [!TIP] > > When you update a high-traffic template, test it with a small segment before rolling it out broadly. A poorly worded change to a top-performing template can cause a rapid quality rating drop. ## Connecting WhatsApp Templates to Ontology Every message template used in a WhatsApp flow must be registered in the **Ontology** section of Neuroncx AI. The Ontology maps intent labels (topics) to specific templates, so the platform knows which message to send when a patient triggers a particular intent. If you create or modify a WhatsApp template in Meta Business Manager, update the corresponding Ontology entry to keep your flows in sync. Out-of-sync mappings are one of the most common causes of **Failed** outcomes in the Booking Channel Performance panel. ## Blocking a WhatsApp Number You can block a phone number so it can no longer interact with your WhatsApp channel. This is useful for spam senders, abusive users, test numbers, or anyone who has asked not to be contacted. > [!NOTE] > > This is different from a patient blocking your business number, which is covered under Quality Errors above. Blocking a number here is an action you take, and it does not affect your quality rating. ### Open the Block Number Page **1. Go to the WhatsApp channel** From the side menu, go to **Home > Channels > WhatsApp**. **2. Open Block Number** In the **Action** section, click **Block Number**. The page shows every number that is currently blocked. Each row has an **Id**, the **Blocked Whatsapp Number**, and a settings icon. Click the refresh icon at the top to reload the list. ![Blocked Number List](https://mintcdn.com/neuroncx/gSyt0-xMIiBNDekB/images/blocked_number_list.png?fit=max\&auto=format\&n=gSyt0-xMIiBNDekB\&q=85\&s=b109a5927e543100a04cade72cdf7c6e) ### Block a Number **1. Open the block window** Click **+ Block WhatsApp** at the top right of the page. ![Block Whatsapp Number](https://mintcdn.com/neuroncx/gSyt0-xMIiBNDekB/images/block_whatsapp_number.png?fit=max\&auto=format\&n=gSyt0-xMIiBNDekB\&q=85\&s=e2c0a60eb2e071a231a61f0d4bedf621) **2. Choose Block** Make sure the **Block** tab is selected. ![Select Block](https://mintcdn.com/neuroncx/gSyt0-xMIiBNDekB/images/select_block.png?fit=max\&auto=format\&n=gSyt0-xMIiBNDekB\&q=85\&s=6eaea76ef379aa7e54808ba27d801e7b) **3. Enter the phone number** Type the number with the country code first, with no plus sign, spaces, or dashes. For example, an Indian number starts with 91 followed by the 10 digit number. ![Enter Number 1](https://mintcdn.com/neuroncx/gSyt0-xMIiBNDekB/images/enter_number-1.png?fit=max\&auto=format\&n=gSyt0-xMIiBNDekB\&q=85\&s=da31d0042479338992e004946bc70fd5) **4. Block the number** Click **Block Whatsapp**. The number now appears in the blocked list. ![Click Block](https://mintcdn.com/neuroncx/gSyt0-xMIiBNDekB/images/click_block.png?fit=max\&auto=format\&n=gSyt0-xMIiBNDekB\&q=85\&s=a199c19fad1d683cbc0001ce531ba426) ### Unblock a Number **1. Open the block window** Click **+ Block WhatsApp** at the top right of the page. ![Block Whatsapp Number 2](https://mintcdn.com/neuroncx/gSyt0-xMIiBNDekB/images/block_whatsapp_number-2.png?fit=max\&auto=format\&n=gSyt0-xMIiBNDekB\&q=85\&s=21cb71c625ecd2f439f74693d0df8978) **2. Choose Unblock** Select the **Unblock** tab. ![Select Unblock](https://mintcdn.com/neuroncx/gSyt0-xMIiBNDekB/images/select_unblock.png?fit=max\&auto=format\&n=gSyt0-xMIiBNDekB\&q=85\&s=799e18ae94d797b817ed6f43d217db86) **3. Enter the phone number** Type the number exactly as it appears in the blocked list. ![Unblock Phone Number](https://mintcdn.com/neuroncx/gSyt0-xMIiBNDekB/images/unblock_phone_number.png?fit=max\&auto=format\&n=gSyt0-xMIiBNDekB\&q=85\&s=c923cce8f1c1fb9e2542afd46a6ac90d) **4. Unblock the number** Click **Unblock Whatsapp**. The number is removed from the blocked list. ![Unblock Button](https://mintcdn.com/neuroncx/gSyt0-xMIiBNDekB/images/unblock_button.png?fit=max\&auto=format\&n=gSyt0-xMIiBNDekB\&q=85\&s=d66198cd3fa405fee9fae26d4a1cb65c) > [!TIP] > > Check the number carefully before you block it. A single wrong digit will block someone else. If a number you just blocked or unblocked does not show the change, click the refresh icon. 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