Templates, knowledge, and insights

Fatma does not create clinic truth from an unreviewed conversation. Wareed separates approved content, structured clinic data, suggestions, and operational interpretation.

Templates

Templates are first-class communication content. They cover appointment confirmations, reminders, reschedule notices, cancellations, payments, feedback, closures, and other operational messages.

A template can move through:

• Draft
• AI review
• Platform review when required
• External channel review when required
• Active

Other states include needs changes, rejected, paused, and superseded.

The editor shows variables, patient preview, version history, inheritance, linked automation, and approval state. Channel requirements stay visible. A normal WhatsApp reply may not be valid outside the active conversation window, so Wareed guides staff to an approved template when needed.

Knowledge

Fatma answers clinic-specific questions from structured Wareed data and active approved Knowledge. If the answer is missing, she does not improvise.

Knowledge can be scoped to the organization or a branch. More specific branch information wins when it intentionally differs from the organization default.

Wareed product instructions use a separate approved staff-help catalog. That catalog is available only to authenticated staff Fatma experiences and never enters patient-facing clinic Knowledge or receptionist context.

Knowledge suggestions

If a staff member gives a useful repeated answer that Knowledge is missing, Fatma can prepare a suggestion with the source conversation attached. An authorized reviewer can approve, edit then approve, reject, ignore, or open the source conversation. The suggestion is not clinic truth until approved.

What Fatma Did Today

This operational view answers three questions: what happened, what needs attention, and what did Fatma do.

Activity can include handled conversations, appointment actions, suppressed reminders, template review, handoffs, failures, Cleanup items, and Knowledge suggestions. Estimated time saved uses platform averages and is always labeled as an estimate.

Nightly insights

Normal metrics such as appointment counts, revenue, cancellations, response time, and failure counts stay deterministic.

A scheduled nightly job interprets qualitative patterns, stores the result, and shows when it last ran. It may notice repeated parking questions, missing insurance information, or conversations that often need handoff.

Insights are suggestions only. They never silently modify settings or Knowledge. Their lifecycle tracks new, seen, actioned, dismissed, resolved, and recurring so one observation does not become daily noise.

When AI is unavailable

Human messaging, appointments, booking, deterministic automation, templates, and outbound queues keep working. Staff see actionable failures without patient content leaking into platform telemetry.