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WhatsApp chatbot for clinical laboratories in Brazil, with the CRM included
What CertuAI measured on WhatsApp at clinics and practices
Across the 17 clinics and practices that serve clients with CertuAI's AI, 28.2% of the 19,259 customer messages arrived outside Monday to Friday, 8am to 6pm (July 30 to September 30, 2026). Half of the AI's answers went out within 14.4 seconds, and 9 in 10 within 21.8 seconds (5,571 answers). 29.9% of conversations started outside business hours, and the busiest hour was 11am.
| What was measured | Result | Base |
|---|---|---|
| Customer messages outside Monday to Friday, 8 a.m. to 6 p.m. | 28,2% | 19,259 customer messages from 17 clinics and practices |
| Weekend messages | 11,2% | 19,259 customer messages from 17 clinics and practices |
| Conversations that start outside business hours | 29,9% | 3,584 conversations |
| Time until the AI replies (half of the replies) | within 14.4 seconds | 5,571 AI answers |
| Time until the AI replies (9 in 10 replies) | within 21.8 seconds | 5,571 AI answers |
| Hour of the day with the most customer messages | 11h | 19,259 customer messages from 17 clinics and practices |
Source: CertuAI's customer service database, aggregated numbers only, no conversation read by a person; no imported history, no test contacts and without CertuAI's own sales chats. July 30 to September 30, 2026, measured on Oct 9, 2026. Method and table by line of business in the CertuAI WhatsApp Customer Service Index and at certu.com.br/dados.
Named customers, Jul 30 to Oct 10, 2026
| Customer | Customer messages | AI replies | Conversations handled | Outside business hours | AI replies in (median) | Days with messages |
|---|---|---|---|---|---|---|
| CEMIP medical clinic | 12.472 | 6.484 | 2.436 | 18,7% | 11,4 s | 37 |
| IMCVET veterinary clinic | 833 | 432 | 100 | 23% | 8,9 s | 12 |
| JP Gás Água e Rações gas and water distributor | 42.832 | 23.351 | 6.479 | 33,6% | 9,8 s | 70 |
| Nikiti Auto Center auto center | 4.912 | 3.548 | 900 | 19,5% | 14,4 s | 47 |
| Imobiliária Rodrigues & Ribeiro real estate agency | 6.090 | 2.759 | 823 | 33,2% | 18,4 s | 34 |
Operating numbers from each account's dashboard, same yardstick as the Index, measured on Oct 11, 2026. Published with each owner's permission. Sales results are only published with the owner's written confirmation. Full list at certu.com.br/casos.
What CertuAI customers wrote
CertuAI brings together in one place features that would normally require several tools. Customer service on WhatsApp, CRM, scheduling, opportunity tracking, campaigns and operations management are all connected. Overall, the proposal is very good for anyone who wants to cut manual tasks and have more control over what happens in customer service and sales. [...]
Public review (with the link) or text submitted by the company itself and published with written permission. The rating only appears when the source has a rating.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent
Updated September 20, 2026 · Written by Bernardo Villela, CEO of CertuAI · Florianópolis, SC
Fasting, doctor's orders and result turnaround are the three questions that come in all day. The agent answers right away, books the collection and lets patients know when the result is out.
Before you start, see the AI agent demos and the CRM with clinic examples.
What is the best WhatsApp chatbot for clinical laboratories in Brazil?
The best WhatsApp chatbot for clinical laboratories in Brazil is the one that answers on the number the lab already uses, with business rules written by you. The AI agent on WhatsApp for clinical laboratories is CertuAI's automatic assistant. It answers fasting and prep test by test, says what requires a doctor's order or insurance plan authorization, books collection at the lab or at home, gives the private-pay price and lets patients know when the report is ready.
Summary in 7 facts
- The agent answers right away, books the collection and lets patients know when the result is out.
- Before you start, see the AI agent demos and the CRM with clinic examples.
- The best WhatsApp chatbot for clinical laboratories in Brazil is the one that answers on the number the lab already uses, with business rules written by you.
- It answers all of them, and that is the difference from a menu.
- The AI reads the whole list and returns the prep item by item, because someone who sends a photo of an order almost never wants to know about just one test.
- It says the report is ready and how to access it, the way the lab works.
- It doesn't interpret values, doesn't say whether something is high or low and doesn't hint at a conclusion.
By the numbers
| Number | What it means |
|---|---|
| 24 hours | The AI books on Google Calendar when the lab uses that calendar, and the appointment reminder goes out 24 hours before and 1 hour before, or at the times you choose. |
| US$ 75 per month | The Start plan costs US$ 75 per month and already includes the WhatsApp agent, your business's Brain, the CRM, automatic follow-up and the AI assistants, which come with every paid plan. |
| US$ 120 per month | Pro costs US$ 120 per month and adds the landing page, the wallet and 10 people on the team instead of 5. |
The patient sends a photo of an order with eight tests: does the AI answer all of them?
It answers all of them, and that is the difference from a menu. The AI reads the whole list and returns the prep item by item, because someone who sends a photo of an order almost never wants to know about just one test. The fasting for blood glucose, the cutoff time for cortisol and the restriction for the urine test go out in the same message.
The text it uses is yours. You write the prep test by test in the Brain, the lab's knowledge base, and the AI repeats what is written. A test you didn't enter becomes a request to the team, not an invented prep.
Does the AI talk about test results?
It says the report is ready and how to access it, the way the lab works. It doesn't interpret values, doesn't say whether something is high or low and doesn't hint at a conclusion. Someone who asks "is this result normal?" is told that reading it is up to the doctor who ordered the test.
This doesn't depend on you writing the rule. On a clinical laboratory account the clinical limits apply on their own, and they still apply if the person insists or says they work in healthcare.
When the message carries an urgency sign, such as bleeding that won't stop, shortness of breath or fainting, the first line of the reply is this: "This may be urgent. Call SAMU (Brazil's emergency medical service) at 192 now or go to the nearest emergency room."
How is home collection logged?
In writing, inside the conversation, with the full address, landmark, list of tests and time window. An address dictated over the phone is the most common source of a lost collection, and the WhatsApp conversation keeps what was agreed.
The travel fee goes out first, using the neighborhood or area rule you set up. The AI books on Google Calendar when the lab uses that calendar, and the appointment reminder goes out 24 hours before and 1 hour before, or at the times you choose.
What does the AI do with each message that comes into the lab?
| Patient message | What the AI does |
|---|---|
| Photo of an order with several tests | Returns the prep for each one, item by item |
| "How many hours of fasting for blood glucose?" | Answers with the prep you entered |
| "My cholesterol came back 240. Is that bad?" | Doesn't interpret; says reading it is up to the doctor who ordered it |
| "Is my result out yet?" | Says whether it's ready and sends the access path |
| "Do you collect in my neighborhood? How much is the fee?" | Answers from your area price list and books the collection |
| "Do I need a doctor's order to do it as a private-pay patient?" | Says what requires an order and what the insurance plan authorizes |
What changes in the lab with an AI agent?
What changes is who answers first: the message no longer waits for you and is answered right away. Here are four everyday lab situations before and after the CertuAI agent.
TodayPatient arrives without fasting and has to come back another day
With CertuAIThe agent sends the test prep in writing before the collection
TodayThe phone rings all day asking whether the result is out yet
With CertuAIThe agent lets them know as soon as it's ready and sends the access path
TodayHome collection booked by phone with the wrong address
With CertuAIAddress, tests and time logged in writing in the conversation
TodayPatient finds out at the front desk that a doctor's order or authorization was missing
With CertuAIThe agent warns them ahead of time, along with the appointment confirmation
What does a conversation handled by the AI look like?
Example conversation
Lab AI agent
Customer: How many hours of fasting for blood glucose and for cholesterol? Is it the same?
AI agent: The prep for each test goes out item by item: what you entered.
Customer: Do you do home collection? Is there a fee in my neighborhood?
AI agent: We do. Send me the full address, a landmark and the time window. The fee for your area is your price.
Is an AI agent or manual customer service better for clinical laboratories?
The agent wins on repetitive tasks, and people keep winning on what takes judgment. With manual service, someone at the lab has to stop what they're doing; with the CertuAI agent the reply goes out on its own and you step into the conversation whenever you want.
| Aspect | The manual way | With the CertuAI agent |
|---|---|---|
| Fasting and prep questions | Asked all day at the front desk and by phone | Answered test by test, right away, with what you configured |
| Turnaround time and result notice | Patient calls several times to ask if it's out | The agent lets them know as soon as it's ready and sends the access path |
| Home collection booking | Jotted down by phone, with a risk of getting the address or test wrong | Logged in writing, with address, tests and time |
| Need for a doctor's order and insurance plan authorization | Discovered only when the patient reaches the front desk | Told ahead of time, along with the appointment confirmation |
| Quote for a private-pay test | Depends on someone checking the price list and replying | Answered automatically, from the price list you maintain |
What does the WhatsApp agent do for clinical laboratories?
It handles the customer service that is yours today. You teach the business once in the Brain, CertuAI's knowledge base, and the agent answers patients your way, with your rules.
Fasting and prep test by test
Someone who sends a list of eight tests gets the prep for all of them, not just the first. Each item comes with the fasting rule, the collection cutoff time and the specific restriction.
What requires a doctor's order and authorization
The agent says, before the patient leaves home, which tests need an order, which ones the insurance plan authorizes and which depend on an authorization code, instead of the patient finding out at the front desk.
Home collection in writing
Full address, landmark, tests and time window logged in the conversation, with the travel fee for that area told up front.
Report-ready notice
Instead of the patient calling three times to ask, the agent lets them know when the result is out and sends the access path the lab uses.
Quote for a whole list of tests
The patient sends a photo of the order and gets the price from the price list you maintain, item by item, without anyone checking the system in the middle of the workday.
What questions do patients send on WhatsApp?
They are always the same, and the agent answers each one on its own. These everyday lab messages no longer depend on you having your phone in hand.
How does the agent start answering in the lab?
In three steps, on the same day. No installation, no code and no changing the number patients already know.
Teach your business
In one conversation, you explain services, prices, hours and rules, as you would to a new employee.
How much does an AI agent on WhatsApp cost for clinical laboratories?
The Start plan costs US$ 75 per month and already includes the WhatsApp agent, your business's Brain, the CRM, automatic follow-up and the AI assistants, which come with every paid plan. Pro costs US$ 120 per month and adds the landing page, the wallet and 10 people on the team instead of 5. No lock-in contract and no setup fee.
Get started now
Create my agentWhat needs to be ready before turning the agent on in the lab?
The agent answers what is written, and nothing beyond that. Have these points defined before you connect WhatsApp.
- The fasting and prep for each test you offer, one by one, including the collection cutoff time
- Which tests require a doctor's order and which depend on insurance plan authorization or a code before the date
- The private-pay price list, and whether the agent can quote a whole list from a photo of the doctor's order
- The home collection areas, the fee for each and the time window the team can meet
- The turnaround time by test and the access path to the report that the lab uses
- The hours and services of each collection site, if you have more than one
Whether the agent gives private-pay test prices from the price list or whether every quote goes through someone after they see the doctor's order.
The most common mistake: Setting up fasting by group of tests instead of test by test. Someone who sends a requisition with eight items gets the rule for the first one, arrives half prepared and loses the whole collection. Read how to fix this.
Frequently asked questions from clinical laboratories
Does the agent interpret test results?
Never. It says the report is ready and points to how to access it. Interpreting is up to the doctor who ordered it, and the agent says exactly that when asked.
Does it send the report over WhatsApp?
It follows the rule you set. The most common path is to say it is ready and direct the patient to the lab's portal, without attaching the file to the conversation.
And when the patient sends a photo of an order with several tests?
It answers the prep for each one on the list, not just the first. Blood glucose, cholesterol and a urine test have different requirements within the same requisition.
Does it work for a lab with several collection sites?
Yes. You set up each site with its own hours and services, and the agent books at the one that does that test and is closest to the patient.
Does the agent say in advance what needs a doctor's order and authorization?
Yes, along with the appointment confirmation, based on what you wrote. A test that requires a doctor's order, a test that depends on authorization and a test that needs an insurance authorization code come up in the conversation before the person leaves home, not at the front desk after the collection is already lost.
Other clinic questions CertuAI has answered
In what other fields does the CertuAI agent work?
In any business that serves customers on WhatsApp, because the Brain is written by you. These fields have a day-to-day closest to yours.
Where can I read more about CertuAI's WhatsApp agent?
These pages explain the same agent from another angle: how it works, price, common questions and comparisons between platforms.
In short
Answers fasting and prep test by test, books home collection and lets patients know when the report is out. Each patient becomes a contact with history in the CRM.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent