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Solutions for clinics and medical centers
Chatbot for clinics and medical centers
The bot accepts an appointment with a doctor in Telegram, MAX, VKontakte and on the website: direction, convenient time and phone number. The registrar confirms the slot according to the MIS schedule in the same chat, and the bot responds about preparation for analysis and reminds about the appointment.
Recording template - on the Free planTelegram, MAX, VKontakte and websiteThe time is confirmed by the registrar
What does the bot do for the clinic?
Making an appointment with a doctor by request
The patient selects a direction with a button, writes a convenient day and time in his own words and leaves his phone number - the bot will check the number format. The registrar receives a “New Entry” notification and confirms the scheduled time in the MIS.
Agreement before the first question
The first message is the text of consent to the processing of personal data, a button with a link to your policy and “Continue”. After clicking, the tag records consent in the patient’s card, and in Telegram the click is also visible in the conversation history.
Answers instead of registration
Template "Autoresponder FAQ": themes buttons and keywords. Prices, work schedule and address are already in it, add preparation for ultrasound and tests with your own topics. The texts are approved by the head physician, “Call a person” is called by the registrar.
All channels - one list
Telegram, MAX, VKontakte and chat on the site work according to the same flow, and correspondence is collected in “Conversations”. The registrar responds to the same chat, inserts templates from “Quick Replies” and leaves notes for colleagues.
Reminder before your appointment
From Basic: tag of the day of appointment in the patient’s card and mailing with “Delayed start” the day before. The response “transfer” will reach the registrar if his conversation or word leads to “Operator”. At any plan, you can remind manually from “Conversations”.
Visit assessment and routine inspection
Template "Collecting reviews" asks for a numerical rating and gives 1–3 to the administrator with the negative tag. Month tags and newsletters (from Basic) remind you of a medical examination - without medical details in the text.
How to launch a clinic bot
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1
Take a post template
Click "Use Post Template" and register - the script will open in the editor. From the account: “flows” → “Start with a template” → “Customer registration” → “Take”.
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2
Rewrite for a clinic
Add the consent step first, replace the buttons with directions, insert “Data collection” → “Name”, at the end - the “Operator” block, change the final text. In the "Triggers" tab, both triggers lead to agreement.
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3
Connect channels
In “Channels” insert the Telegram and MAX bot tokens, if desired, connect VKontakte. In the “Widget”, enable “Ask for contacts before starting a conversation” with the phone number and specify the domain of the clinic website.
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4
Check and enable
There are no buttons in the “Check script” test chat - go through the thread from your phone in the messenger. Turn on the script and invite registrars in the “Access” section (from Basic).
Ready recording script
Template “Registration of clients”: service with a button, time in text, phone number with verification and notification to the registrar. For the clinic, add consent as a first step, replace the buttons with directions and rewrite the texts.
Appointment requests Service, day and time as text, phone, notification to you. Open →How the recording works: from button to confirmation
Template "Customer registration" assembled for the salon; For the clinic, the steps and texts change. Everything below, except for threads with a direction tag, is available on the Free plan in the “Steps” mode.
| Step | Script block | What to do for the clinic |
|---|---|---|
| Consent | “Message” with buttons “Continue” (“Leads to a script step”) and “Policy” (“Opens a link”) | Add first. In the “Triggers” tab, for both template triggers (“Keywords” and “Command (/start)”), in the “Which step to start with” field, select this step |
| Direction | "Message" with buttons | “Therapist”, “Dentistry”, “Ultrasound”, “Analysis”, “Pediatrician”, “Another specialist”. The registrar sees the pressed button in the conversation history only in Telegram (as its “Label (payload)”); in MAX, VKontakte and chat on the website, clicks are not displayed in the history. To make a direction a tag (eg ultrasound) in all channels, lead each button to its own “Action” → “Add Tag” step, and from there to the “Time” step: in “Steps” each step has one exit to the next, so such branches are collected on the “Canvas” (from Basic) |
| Name | “Data collection” → “Name” | Add: how to register a patient |
| Time | “Data collection” (in the template – step “Time”) | Question text: “Convenient day and time? Write in text - the registrar will select the nearest available one" |
| Phone | “Data collection” → “Phone” with format check | Already in the template. The owner receives a letter about the lead to the patient’s first phone number |
| Mark | "Action": tag "record" and "Notify operator" | Already in the template. You can add a “Transaction in CRM” with the name “Record - {{name}}” |
| Response to patient | "Message" | Replace the template text with a clinic-specific one: “Application accepted. The receptionist will confirm times on this chat during clinic hours. Urgently - by calling the reception..." |
| Transfer | “Operator” | Add to the end: the request will appear in “Waiting for a response” in “Conversations” |
The receptionist opens “Conversations”, sees the correspondence and phone number in the patient’s card, checks the schedule in the MIS and replies: “I made an appointment with Petrova for Friday, 10:40, room 12.” There is no calendar or slots in CHBT, the bot does not check the doctor’s employment - this remains in the MIS.
- Keywords can be triggered from anywhere in the conversation, even in the middle of a recording. If the FAQ contains the word “ultrasound,” the answer “Friday, after the ultrasound” will lead the patient to prepare for the ultrasound. In the keywords, take phrases (“preparing for an ultrasound”), fill in the “Label (payload)” in the Latin alphabet for the buttons.
- Two included scripts with “Command (/start)” - the one created earlier will respond. When adding "Autoresponder FAQ" or "Feedback Collection" to an entry, leave the /start entry only.
- In VK, up to 10 buttons, two per row; in MAX, buttons are placed one per row, as in Telegram.
- The registrar’s response in the chat on the site is visible only while the patient is on the site or returned to the same browser, so in the “Widget” ask for the phone number before starting the conversation.
- Registration hours - “Scheduled” mode in the “Widget” and your own text “When no one answers” up to 160 characters. “Allowed domains” will leave the chat only on the clinic website.
Boundaries of 152-FZ: what to collect in a bot and what not
By privacy policy CHBT personal data operator is the clinic: she decides what to ask patients and is responsible for consent, and CHBT processes the data on her behalf. It also says that databases with personal data of Russian citizens are located in Russia. For the flow, a simple rule follows from this: the bot works with administrative information, the human - with medical information.
| Data | In the bot | Why |
|---|---|---|
| Name, phone number, direction, convenient time | Yes | Regular personal data - consent is sufficient for recording |
| Complaints, symptoms, diagnoses, prescriptions | No | Information about health is a special category (Article 10 152-FZ), the messenger is not the place for it. Instead of the “Describe your complaints” field, there is a referral button and the phrase “Tell the doctor the details at your appointment.” |
| Test results, pictures, extracts | No | The bot does not transfer files to Telegram, MAX and VKontakte, and there is no need to send results in text. Report the fact of readiness and where to receive it: at the registration desk or in your personal account on the website |
| Passport, policy, date of birth | No | They will be needed at the clinic - in the chat this is extra data |
Consent. There is no checkbox either in instant messengers or in the chat form on the website. The working option is the first message of the bot: “By clicking “Continue”, you agree to the processing of personal data to make an appointment” and the “Policy” button with a link. Next, select “Action” → “Add tag” consent-pd: the tag will remain in the patient’s card in all channels, but without a date. The “Continue” click itself is visible in the conversation history only in Telegram - in MAX, VKontakte and chat on the website, button presses are not displayed in the history. There is no separate consent log in CHBT. The “Ask for contacts before starting a conversation” form in the chat on the website does not show the consent text and asks for the phone number before the bot: by turning it on, place the consent text and a link to the policy on the website page next to the chat.
AI. To answer the AI agent, the patient’s question, knowledge base and the latest conversation messages are sent to the developer of the selected model through a foreign provider - processing takes place outside of Russia. For the clinic, this is a separate solution: the patient can write to the agent about the symptoms, and this text will leave the country. A detailed analysis of roles, consent and storage is in the article "152-FZ and bot". This is not legal advice: agree on the wording of consent and policy with the clinic’s lawyer, the bot only shows them to the patient at the right time.
- In the chat on the site, the patient can attach a file up to 10 MB, and the clip cannot be disabled. Write in the greeting that there is no need to send results and pictures to the chat.
- The bot does not save photos and files that the patient sends to Telegram, MAX and VKontakte: it only reads the text.
- The patient card fields are cleared by the owner and admin. There is no button for deleting contacts and correspondence in your account - please request complete deletion from support CHBT.
- The database is uploaded by “Export CSV” in “Contacts”, and any participant in the bot, including the operator, can download it. Store the file as you would any patient data and delete it after use.
- Invite registrars to “Access” each by their own e-mail, and not under a common login: this way, you remove the departed employee in one action.
Reminder, rescheduling and return visit without MIS
The bot does not know the exact time of the appointment - it is assigned by the registrar at the MIS. Therefore, the reminder is collected in one of two ways.
| Method | How it works | plan |
|---|---|---|
| Tag of the Day and Delayed Launch | When confirming the appointment, they put the appointment day tag on the contact card: appointment-2026-10-02. The day before at 18:00 a newsletter goes out to this tag: “{{name}}, we remind you about your appointment tomorrow. Take your passport and insurance policy. If you can’t come, answer “reschedule” | From Basic |
| Manually from “Conversations” | With ten appointments a day, the registrar himself reminds: the blank “We remind you about your appointment tomorrow at... Take your passport and insurance policy” is inserted from “Quick replies” with one click, he adds the time - there are no variables in quick replies | Any |
How the “transfer” response reaches the registrar depends on the status of the conversation. If the conversation is still with the registrar, the message will immediately go to “Conversations” with a push notification. If the conversation is closed with the “Close” button, the response will open a new conversation: the registrar will receive a push “New conversation”, but the bot will not respond to “transfer”, and the conversation will remain in the “Bot’s” tab. In order for such a response to immediately fall into the “Waiting for response”, you need a script with a trigger “Keywords” (“move”) → “Action” “Notify operator” → “Operator”. How to formulate such service messages and why the bot writes only to those who wrote first - in the article about service notifications via MAX bot.
Repeat visits — medical examination at the dentist once every six months, control at the endocrinologist, second vaccination — in the same manner: month tag repeat-2027-03 upon confirmation and mailing at the beginning of the month: “{{name}}, the time for a scheduled examination is approaching. Reply “make an appointment” and we’ll find a time.” The word “enroll” starts the entry pattern. No medical details in the text, just the fact that it’s time.
Evaluation of the visit. The morning after the reception, the mailing list for the tag of the day asks: “How was the reception? Answer "score." The “Collecting reviews” template is installed with template pages with the “Use this template” button or through the “Getting Started” wizard - it is not among the four templates in the “flows”. Add a “Keywords” trigger with this word and the script will ask for a rating with one number and a couple of words. With a score of 1–3, the patient receives a negative tag and goes to the administrator, the bot thanks the rest; You can add a “Opens link” button to the thank you note on the clinic’s page in the maps. Low ratings remain in Conversations and are not published anywhere. For the keywords to work, close the dialog after confirming the entry: while he is at the receptionist, the patient’s answers go past the scripts.
- The tag in the contact card is placed by the owner and admin - the operator only sees the tags. The registrar who keeps reminders needs the “Admin” role; she also opens the script editing.
- Newsletter - text only and only in Telegram, MAX and VKontakte. Remind patients who wrote in the chat on the site by calling.
- The text of the mailing does not go into the conversation history: the registrar will see the “transfer” response without the reminder itself.
- The tag in the “To” field is compared letter by letter, case sensitive. The “Delayed Start” time zone is not selectable - check the time on the first mailing.
- MIS itself cannot remind you through a bot: “Incoming webhook” launches a script from a service chat contact on the site and does not write to the patient, but the API writes only to an already existing conversation and transfers it to the operator. More details in webhook help.
What the clinic bot doesn’t do
The limits are clear before you launch.
- Doesn’t put the patient on the doctor’s schedule and doesn’t see free windows: there is no calendar or slots in CHBT. The patient writes the time in text, confirmed by the registrar according to the schedule in the MIS.
- There is no ready-made integration with MIS - Infoclinic, Medialog, 1C: Medicine and others: the recording is transferred to the schedule manually. You can send a request to your system using the “HTTP request” action through Make, n8n or your server - this is the job of a programmer.
- Doesn’t write to the patient first and doesn’t send messages to phone numbers: only those who started a conversation with the bot themselves receive reminders. Why - in the article why can't the bot write first?.
- Does not send files to Telegram, MAX and VKontakte - neither from the script nor from “Conversations”: the bot will not transmit directions, extracts and test results.
- Does not distinguish a complaint from a question about prices: there is no filter for medical topics. The bot responds only with what you wrote into the script; AI agent - based on the knowledge base, through an external service outside of Russia.
- There is no consent checkbox and consent log: consent is a button in the first message, mark is a tag in a card without a date; the click itself is visible in the conversation history only in Telegram.
Available plans
Templates for recording, FAQ and reviews, consent, “Conversations”, CRM and all four channels work on Free. 30 conversations per month means 30 different contacts across all channels together (a patient who wrote in both Telegram and MAX has two contacts), and only the owner can respond: that’s enough for a pilot in one direction. In excess of the limit, a new patient will receive a message from the bot about the plan limit, and his message will not be saved. Reminders and return visits by mailing, invited registrars, AI agent and “Canvas” mode - from Basic, 650 ₽ per month per bot. Business for 1290 ₽ differs only in the number of AI credits. Network of clinics - a separate bot for each clinic in one account, plan - for each bot.
Works with
FAQ
Is there integration with MIS (Infoklinika, Medialog, 1C:Medicine)?
Not ready. The record comes to CHBT as an lead, the registrar transfers it to the MIS manually. A reminder from the MIS via a bot is also not collected: the “Incoming webhook” does not write to the patient in the messenger, and the API writes only to an already existing conversation and transfers it to the operator. The working scheme is the tag of the day upon confirmation and mailing with “Delayed launch”.
Will the bot put the patient on the doctor’s schedule?
No. The patient selects a direction with a button and writes a convenient time in text, the registrar checks the schedule in the MIS and confirms the slot in “Conversations” - the answer goes into the same chat. There is no calendar or check of the doctor’s employment in CHBT.
How to obtain consent to the processing of personal data?
There is no checkbox either in instant messengers or in the chat form on the website. The first message of the bot contains the text of consent and a button with a link to the policy, after “Continue” “Action” puts a consent tag in the card. The click itself is visible in the conversation history only in Telegram. Agree on the wording with the clinic’s lawyer.
Is it possible to send test results to patients via a bot?
It is not necessary, and the bot does not transfer files to Telegram, MAX and VKontakte - neither from the script nor from “Conversations”. Report only the fact of readiness and where to get the result: at the reception or in your personal account on the clinic’s website.
Where is patient data stored and how to delete it?
According to the privacy policy CHBT, the operator of personal data is the clinic, CHBT processes them on behalf, databases with data of citizens of the Russian Federation are located in Russia. The exception is the AI agent: response texts go to the developer of the selected model outside of Russia. The card fields are cleared by the owner and admin, and the contact can be completely deleted through support.
Is it possible to entrust the answers to AI patients?
From Basic, the AI agent answers the knowledge base of up to 15,000 characters: price list, hours, preparation for research, list of doctors. In “Persona”, prohibit advice about symptoms and treatment, enter the “didn’t understand” output into “Operator” - it does not work for every refusal. The default answer for models is 1 credit, more expensive for powerful models; on Basic 150 credits per month. The texts are sent to the model developer abroad. More reliable - push-button FAQ.
How many registrars can work in the bot?
On Free - only the owner. From Basic - without restrictions: invite them to “Access” by e-mail, they must already have an account in CHBT. The “Operator” answers in “Conversations”, writes notes and makes quick replies, but does not change the script or edit contacts - the tag of the day is set by the owner and admin.
Make an appointment with a doctor - in the patient’s messenger
Start with a recording template on the Free plan: 30 conversations per month is enough for a pilot in one direction. You don't need a card for Free.