Clients can now send a WhatsApp message using a WhatsApp username instead of a phone number. Here's a quick guide to what happens.
New Client Messages Using a Username
If a client messages you via WhatsApp using a username, and you haven't heard from them by phone number before, here's what happens:
They receive your clinic's automatic welcome message.
They're automatically asked to share their contact number.
They can share their contact number easily by selecting the button in the WhatsApp message.
Their number is automatically matched to their client record and saved, so they won't be asked again in the future.
You'll see the information on-screen in the Digital Practice conversation once this is done. No action is needed from you.
If the client chooses not to share their number, you can still continue the conversation as normal. They'll simply be asked again the next time they get in touch.
Returning Client
Where a client has messaged you previously using their phone number, their username-based messages are matched automatically, and the conversation behaves just like any other standard conversation.
Replying to Clients
Reply to any client as normal, including username-only ones. If the client has no phone number associated, Digital Practice displays their username on screen instead, so you know who you're talking to.
Good to Know
If a client hasn't shared their phone number yet, some features that need a linked client record won't be possible until it's matched.
Username-only conversations are sent directly via WhatsApp, with no SMS fallback, since there's no number to fall back to.