Questions, answered
29 straight answers about setup, WhatsApp, the assistant, your data and what it costs. If yours isn't here, ask us.
Getting started
What is Mediora?
Mediora runs a clinic's front desk in one place: a shared WhatsApp inbox, an appointment calendar that refuses double bookings, patient records, clinical notes and prescriptions, campaigns, and an optional AI assistant that answers patients on WhatsApp and books them in.
What kinds of clinics is it for?
Any clinic that books appointments and talks to patients on WhatsApp: dental, dermatology and aesthetics, physiotherapy, paediatrics, general practice, eye care, therapy, and polyclinics with many doctors. Services, durations, prices and doctor rosters are all yours to define.
How long does setup take?
Most of it is typing in what you already know: your opening hours, your services with their durations and prices, your team, and each doctor's weekly roster. Connecting WhatsApp needs your own WhatsApp Business account on Meta's platform. Our setup guide walks through every step in order.
Who on my team can see what?
There are three roles. The owner sees and configures everything. Receptionists work the inbox, the calendar and patient records, but cannot open clinical notes or prescriptions. Doctors see the calendar and their own day, write clinical notes and prescriptions, and cannot see the WhatsApp inbox.
Can patients book online themselves?
Not through a booking page yet. Today patients book by messaging your clinic on WhatsApp, where your staff or the assistant books them into the calendar. A patient self-service page is on our roadmap.
Does it work for clinics with more than one branch?
Not yet. Each Mediora account is one clinic with one timezone and one set of opening hours. Multi-branch support is on the roadmap, and we'd rather tell you that now than after you've signed up.
Do I need the WhatsApp Business app or the Business Platform?
Mediora connects to the WhatsApp Business Platform (Meta's Cloud API) using your own WhatsApp Business account. You enter its account ID, phone number ID and access token, and we check them with Meta before saving anything. The number you connect is your clinic's number, not ours.
Can my whole front desk use one WhatsApp number?
Yes. That's the point of the shared inbox. Every receptionist sees the same conversations in real time, can assign a conversation to a colleague, and sees who replied: a named staff member or the assistant.
What is the 24-hour window?
WhatsApp only lets a business send free-form replies within 24 hours of the patient's last message. After that, you can only send a template Meta has approved. Mediora shows how long the window has left, disables the reply box when it closes, and lets your team send an approved template to restart the conversation.
Can patients send voice notes, photos and documents?
Yes. The inbox shows images, audio, video, documents, stickers, locations, contacts and button replies. Media is shown through a secure proxy and isn't stored by Mediora; Meta keeps it for 30 days. Staff replies are text only for now.
Do appointment reminders go out automatically?
Yes. Every booking and reschedule sends a WhatsApp confirmation using a template you choose, and a reminder goes out at a lead time you set, anywhere from 15 minutes to 14 days before (24 hours by default). A failed message never cancels the booking.
Can I send campaigns to my patients?
On Starter and above. Pick patients from your registry or paste numbers, choose an approved template, map its variables, and send now or schedule between 8am and 9pm clinic time. Sending is throttled and each recipient gets up to three attempts. There's no built-in opt-out list yet, so you're responsible for not messaging patients who've asked you to stop.
The assistant
What does the AI assistant actually do?
It answers patients on WhatsApp using your service list, prices, doctors and the knowledge entries you write. It can check real availability and book appointments with the same rules your staff use. It never invents prices, and it doesn't give diagnoses or medication advice.
Which plans include the assistant?
Professional (3,000 assistant replies a month) and Enterprise (25,000). It's off until the owner switches it on, and booking and cancelling can each be turned on or off separately.
What happens when the assistant can't help?
It hands the conversation to your team. Medical emergencies and requests for a person mute the assistant on that conversation straight away. For emergencies, the handoff message also gives the local emergency number. Other cases, like complaints, billing questions or your own escalation keywords, alert your staff while the assistant keeps the patient informed.
Can my receptionist take over a conversation?
Any time, with one click. Taking over mutes the assistant on that conversation and assigns it to you. Hand it back when you're done. If a conversation goes quiet, the assistant resumes after 24 hours of no messages.
Does the assistant read clinical notes?
No, and it can't. Clinical notes and prescriptions are outside everything the assistant is able to reach. That's enforced in how the system is built, not by asking the AI nicely. It talks to whoever holds a patient's phone, so it never gets near a diagnosis.
Does it understand voice notes and photos?
Not yet. If a patient sends media without a caption, the assistant hands the conversation to your staff instead of guessing.
How fast does the assistant reply?
Not instantly, by design. It waits about eight seconds so a patient who sends three short messages gets one answer, then checks your catalog and calendar before it writes back. In our testing so far, replies have typically taken 20 to 30 seconds.
Data and security
Can another clinic see our data?
No. Every record carries your clinic's ID, and the database itself enforces row-level security on every table, so a query made for one clinic cannot return another clinic's rows even if application code has a bug. The application also connects with a database role that cannot bypass those rules.
What happens when a staff member leaves?
The owner suspends them. Their very next request is refused, on every device, and their seat frees up immediately. Their past appointments, messages and notes stay intact, because nothing in Mediora is ever hard-deleted.
Is Mediora HIPAA, UK GDPR or SOC 2 certified?
Not yet. We have not completed a formal compliance audit or certification. The security page lists exactly what the system does today, so your compliance team can judge it against your obligations, and we're happy to answer their questions directly.
Who owns the patient data?
Your clinic does. Mediora stores and processes it on your behalf to run the service. Archived patients, staff and services are kept rather than deleted so your history and reports stay correct.
Is there an audit trail?
Yes. Every change made in Mediora is recorded with who did it, their role, what changed, when, and from which IP address. The database refuses edits or deletions of audit entries. Clinical content is deliberately left out of the audit log so it stays visible only to the people allowed to read it.
Plans and billing
Is there a free plan?
Yes. The Free plan covers one doctor, two staff accounts, ten services and 100 template messages a month, with the inbox, calendar, patient records and clinical notes included. No card is needed to sign up.
How do I upgrade?
Talk to us and we'll move your clinic to the plan you choose. There's no online checkout yet; plan changes are handled by our team, and your data stays exactly where it is.
What happens if I hit a plan limit?
The action is stopped with a clear message saying which limit you reached, for example adding a fourth doctor on Starter. Nothing you've already created is touched. Limits are checked on our servers, not just hidden in the interface.
What counts as a template message?
Messages sent with a Meta-approved template: confirmations, reminders, campaign messages and templates used to reopen a conversation. Ordinary replies inside the 24-hour window don't count toward your allowance. Assistant replies are counted separately against your plan's assistant allowance.
What happens if a payment is late?
Your clinic keeps working while we sort it out with you. Access is only blocked if a subscription is cancelled, and even then your records are not deleted.