Watcher at the clinic counter.
How our reusable agent platform became the Arabic-first AI receptionist for a prominent multi-branch dermatology clinic in Egypt — now live, booking, verifying, updating Salesforce and knowing when to call a person.
- Client
- Multi-branch dermatology clinic, Egypt
- Status
- Live in production
- Languages
- Egyptian Arabic · English · Franco
- Systems
- Salesforce · booking calendar
- Channels
- WhatsApp · voice
Clinic reception
WhatsAppHi, 3ayza a7gez ma3ad fe far3 el Tagamo3 youm el khamis
أهلاً بيكِ! فرع التجمع متاح الخميس الساعة خمسة ونص أو سبعة. تحبي أنهي معاد؟
5:30 please
تمام، ممكن تأكديلي رقم الموبايل المسجّل عندنا؟
010 •••• 4821
تم الحجز: الخميس خمسة ونص، فرع التجمع. هنبعتلك تذكير قبلها بيوم.
Ticket A-047 · journal
Synthetic- 14:02:10ticket.print whatsapp · franco
- 14:02:11intent booking
- 14:02:11branch "el Tagamo3" = new-cairo
- 14:02:12calendar thu: 17:30, 19:00
- 14:02:31verify phone match · 1 record
- 14:02:33booking thu 17:30 · confirmed
- 14:02:34salesforce contact + event + transcript
- 14:02:34reminder wed 17:30 · whatsapp
Patient · verified
- branch
- New Cairo
- event
- Thu 17:30
- source
- WhatsApp · Watcher
- language
- ar-EG · franco
Salesforce contact record
No person needed
No sensitive intent detected. Transcript attached to the record.
Reception is where the patient is won or lost.
Patients ask the same questions across every branch — which location, what hours, is there a slot on Thursday — and expect the answer in the language they typed. An unanswered message is a booking that goes elsewhere; an answer that stops short of booking still leaves the work with the front desk.
The clinic needed a receptionist that finishes the job: find the slot, book it, update the record, and recognise when a message is not a booking at all.
One queue system, configured per operation.
Tickets arrive from
WhatsApp, web chat, Instagram, Messenger, email, SMS, voice, mobile apps and helpdesks.
Watcher calls and serves them
Business knowledge, approved actions, escalation paths and an evaluation harness — the parts that change per business, and the controls that never do.
Counters it acts on
Salesforce, the booking calendar, helpdesk tickets, workflows — and a person, with the conversation intact.
What Watcher handles at the counter.
Nine front-desk jobs, printed the way the counter logs them. Each line is a capability it completes end to end, live.
- Egyptian Arabic, English and Franco-Arabic
- Branch selection and operating-hour guidance
- Live appointment availability and creation
- Patient-detail collection and identity verification
- Salesforce record updates
- Voice interaction
- Emergency-intent routing
- Human handoff with conversation context
- Structured evaluation before deployment
Three ways to ask. One ticket.
عايزة أحجز معاد في فرع التجمع يوم الخميس بعد الخمسة
3ayza a7gez ma3ad fe far3 el Tagamo3 youm el khamis ba3d el 5
I'd like to book at the New Cairo branch on Thursday, after 5.
When the ticket is not a booking.
E-003 · WHATSAPP
عندي حساسية شديدة بعد الجلسة
Emergency intent
Leaves the booking flow; safe guidance only.
On-duty staff
Called with the full transcript attached.
Identity is verified before any record changes. Medical questions are never answered as advice. When a person takes over, the whole conversation goes with the ticket.
Rehearsed before the doors open.
- A-101New bookingar-EGOffers real slots at the right branch; books after verification.[to publish]
- A-102ReschedulefrancoFinds the appointment, moves it, updates Salesforce.[to publish]
- A-103Branch hoursenAnswers from branch knowledge, then offers to book.[to publish]
- A-104Identity mismatchar-EGChanges no record; asks for another identifier.[to publish]
- E-105Emergency intentar-EGLeaves the booking flow, gives safe guidance, escalates.[to publish]
- A-106Medical questionenDeclines to advise; offers a consultation or a person.[to publish]
- A-107Asks for a personfrancoHands over with the full transcript attached.[to publish]
Outcomes, now that it’s live.
Measured live at the clinic.
Built from an agent already on shift.
Watcher began as a WhatsApp receptionist and maintenance-monitoring agent for Flex Living, a London property-management platform operating across London, Paris and Algiers — tested against structured scenarios before every release.
Flex Living: four systems, one operation
Flex Living · Counters A · W · T
Read the case