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Follow-up appointment message: templates to call the patient back
Quick answer
The follow-up message reminds the patient that it is time to come back, gives the reason in plain words, without exposing the diagnosis, and offers two times so they can choose with a short reply. Send it close to the date the professional agreed on, not months later. Below are 8 templates, from the agreed return visit to the patient who disappeared.
About CertuAI: CertuAI is the AI that answers a small business's WhatsApp, Instagram and Messenger 24/7, with a built-in CRM, and is a Tech Provider on Meta's WhatsApp Business Platform. Paid plans start at US$ 75 a month, with no lock-in. Create my agent
The return visit is the appointment that gets lost the most. The patient got better, forgot, or thought they didn't need it. A message at the right time, with a time slot in hand, brings back many people who wouldn't have come back on their own.
Replace what is in brackets. If the appointment hasn't even happened yet, see post-appointment message.
Summary in 7 facts
- The follow-up message reminds the patient that it is time to come back, gives the reason in plain words, without exposing the diagnosis, and offers two times so they can choose with a short reply.
- Send it close to the date the professional agreed on, not months later.
- Overdue return visit A few weeks after the agreed deadline, with no booking.
- Periodic checkup For a routine checkup, like a cleaning at the dentist.
- The safest way is to book the return visit before the patient leaves the appointment.
- With the time in the calendar, the appointment gets a reminder like any other, and nobody has to remember to call.
- CertuAI measured when patients write on WhatsApp across 17 clinics and practices that use CertuAI's AI: 28.2% of messages arrived outside Monday to Friday, 8 a.m. to 6 p.m., almost 3 in every 10.
By the numbers
| Number | What it means |
|---|---|
| 8 templates | Below are 8 templates, from the agreed return visit to the patient who disappeared. |
| 24 hours | On CertuAI, this is how it works: a booked appointment gets a reminder, by default 24 hours and 1 hour before. |
| 1 hour | What exists is automatic follow-up, which goes back to people who stopped replying in a conversation, after a delay you choose between 1 hour and 30 days. |
| 28,2% | CertuAI measured when patients write on WhatsApp at 17 clinics and practices that answer with CertuAI's AI: 28.2% of messages arrived outside Monday to Friday, 8am to 6pm, almost 3 in… |
| 19,259 messages | Source: CertuAI service database, 17 clinics and practices, 19,259 patient messages on WhatsApp from Jul 30 to Sep 30, 2026, measured Oct 1, 2026. |
Follow-up appointment message with the agreed date
1. The date has arrived
One week before the deadline the professional asked for.
Hi [name]. It is almost time for your return visit with [professional], agreed for [month or timeframe].
I have [day] at [time] or [day] at [time]. Which works better?
2. With test results ready
When the return visit depends on a test result.
Hi [name]. If your test results are already out, we can book the return visit with [professional].
I have [day] at [time] or [day] at [time]. Bring the results with you.
3. Free return visit within the deadline
When the clinic has a rule of free return visits up to a certain date.
Hi [name]. Your return visit with [professional] is free until [date].
Want to take advantage of it? I have [day] at [time] or [day] at [time].
See the 172 message templates for clinics, by situation
Free for your clinic
Your clinic can have a free booking page. You choose the link name and get an address like certu.com.br/agendar/clinica-sorriso. The patient opens it, sees the free times and books on their own, without logging in to anything. No booking limit and no commission. See how to create yours.
Message for an overdue return visit
4. Overdue return visit
A few weeks after the agreed deadline, with no booking.
Hi [name]. I noticed your return visit with [professional] still needs to be booked.
There is still time. I have [day] at [time] or [day] at [time]. If you prefer another time of day, let me know.
5. Patient who hasn't come in for a long time
More than a year without an appointment.
Hi [name]. It has been a while since you visited [clinic name].
If you would like to book a follow-up appointment with [professional], just reply and I will find a time.
Follow-up message for checkups and ongoing care
6. Periodic checkup
For a routine checkup, like a cleaning at the dentist.
Hi [name]. It has been [timeframe] since your last checkup at [clinic name].
Want to book the next one? I have [day] at [time] or [day] at [time].
7. Ongoing care
For patients in care that lasts months, without naming the condition.
Hi [name]. It is time for your follow-up appointment with [professional].
I have [day] at [time] or [day] at [time]. If you have new test results, bring them with you.
8. Reply to "Do I really need to come back?"
When the patient asks whether the return visit is necessary. A person on the team replies.
Good question, [name]. [Professional] decides that, so I will pass it along to him/her and get back to you.
In the meantime, I will hold [day] at [time] for you, no commitment.
What not to write in the follow-up?
- The name of the condition or test in the message. "Your follow-up appointment" is enough.
- Pressure or fear, like "your case may get worse if you don't come back".
- An open question with no time slot, like "when can you come in?".
- A clinical answer to "Do I really need to come back?". The professional decides.
How to send the follow-up on the right day?
The safest way is to book the return visit before the patient leaves the appointment. With the time in the calendar, the appointment gets a reminder like any other, and nobody has to remember to call.
On CertuAI, this is how it works: a booked appointment gets a reminder, by default 24 hours and 1 hour before. CertuAI's AI does not contact the patient on its own when the return deadline for each treatment arrives. What exists is automatic follow-up, which goes back to people who stopped replying in a conversation, after a delay you choose between 1 hour and 30 days.
So an overdue return visit is a job for the team, using templates 4 and 5. For the full plan against patients who disappear, see how to reduce patient no-shows.
What CertuAI measured on clinic and practice WhatsApp
CertuAI measured when patients write on WhatsApp at 17 clinics and practices that answer with CertuAI's AI: 28.2% of messages arrived outside Monday to Friday, 8 a.m. to 6 p.m., almost 3 in 10. If the front desk works those hours, that's the part that waits until someone comes back.
| What was measured | Result |
|---|---|
| Patient messages that arrived outside Monday to Friday, 8am to 6pm | 28,2% |
| Messages that arrived on the weekend | 11,2% |
| Messages that arrived at night on a weekday, 6pm to midnight | 11,7% |
| Conversations that started outside Monday to Friday, 8am to 6pm | 29,9% |
On a phone, drag the table sideways.
Source: CertuAI service base, 17 clinics and practices, 19,259 patient messages on WhatsApp from Jul 30 to Sep 30, 2026, measured on Oct 1, 2026. Business hours are Monday to Friday, 8 a.m. to 6 p.m., in each clinic's time zone. Test accounts, test contacts and imported history are excluded.
Frequently asked questions
When should I send the follow-up message?
One week before the deadline the professional agreed on. A return visit mentioned months later is much less likely to get booked.
Can I give the reason for the return visit in the message?
In general words, like "follow-up appointment". The name of the condition or test can show on the lock screen and be read by someone else.
Does CertuAI call the patient back on its own?
Not by the deadline of each treatment. A return appointment that is already booked gets a reminder, and follow-up goes back to people who stopped replying in a conversation.
How much does CertuAI cost?
The Start plan costs US$ 75 per month, or R$ 9.97 (Brazilian reais) per day, with no long-term contract.
Want the AI to do this on your WhatsApp?
CertuAI is AI automation software for small and medium-sized Brazilian businesses. The AI answers on the clinic's WhatsApp, books on the calendar and records each conversation. The Start plan costs US$ 75 per month, no lock-in contract.
Set up my clinic's AIYou connect the number the clinic already uses.
Just want the booking link? It's free, it's yours forever and doesn't need a card. Create my booking page.
Other clinic questions CertuAI has answered
In short
The follow-up message reminds the patient that it is time to come back, gives the reason in plain words, without exposing the diagnosis, and offers two times so they can choose with a short reply. Send it close to the date the professional agreed on, not months later. Below are 8 templates, from the agreed return visit to the patient who disappeared.
About CertuAI: CertuAI is the AI that answers a small business's WhatsApp, Instagram and Messenger 24/7, with a built-in CRM, and is a Tech Provider on Meta's WhatsApp Business Platform. Paid plans start at US$ 75 a month, with no lock-in. Create my agent