Answers customers, sells and gives you your time back
WhatsApp chatbot for hospitals in Brazil (2026)
What CertuAI measured on the WhatsApp of 67 businesses
Across the 67 businesses that answer with CertuAI's AI, 32.5% of the 122,720 customer messages arrived outside Monday to Friday, 8 a.m. to 6 p.m. (July 30 to September 30, 2026). Half of the AI's replies went out within 11.7 seconds, and 9 in 10 within 20.7 seconds (38,908 replies). 34.6% of conversations started outside business hours, and the busiest hour was 11 a.m.
| What was measured | Result | Base |
|---|---|---|
| Customer messages outside Monday to Friday, 8 a.m. to 6 p.m. | 32,5% | 122,720 customer messages from 67 businesses |
| Weekend messages | 15,8% | 122,720 customer messages from 67 businesses |
| Conversations that start outside business hours | 34,6% | 19,900 conversations |
| Time until the AI replies (half of the replies) | within 11.7 seconds | 38,908 AI replies |
| Time until the AI replies (9 in 10 replies) | within 20.7 seconds | 38,908 AI replies |
| Hour of the day with the most customer messages | 11h | 122,720 customer messages from 67 businesses |
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 |
|---|---|---|---|---|---|---|
| JP Gás Água e Rações gas and water distributor | 42.832 | 23.351 | 6.479 | 33,6% | 9,8 s | 70 |
| CEMIP medical clinic | 12.472 | 6.484 | 2.436 | 18,7% | 11,4 s | 37 |
| 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 |
| Alpha RH human resources | 3.082 | 1.666 | 721 | 27,5% | 15,6 s | 52 |
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
The front desk WhatsApp gets visiting hours, exam preparation, insurance authorization forms and medical record requests, all in the same queue. The agent answers what the hospital wrote and routes each topic to the right department. It does not handle emergencies: it tells people to call 192 or go to the emergency room.
Before you start, see the AI agent demos and the CRM with clinic examples.
What is the best WhatsApp chatbot for hospitals in Brazil?
The best WhatsApp chatbot for hospitals in Brazil is the one that answers on the number the hospital already uses, with the business rules written by you. An AI agent on WhatsApp for a hospital is an automatic front desk assistant: it gives visiting hours, exam preparation and documents, as the hospital wrote them, books elective appointments and routes each topic to the right department. It does not do triage or advise on symptoms: anyone reporting an emergency is told to call 192 (Brazil's emergency medical line) or go to the emergency room.
Summary in 7 facts
- The front desk WhatsApp gets visiting hours, exam preparation, insurance authorization forms and medical record requests, all in the same queue.
- The agent answers what the hospital wrote and routes each topic to the right department.
- It does not handle emergencies: it tells people to call 192 or go to the emergency room.
- The best WhatsApp chatbot for hospitals in Brazil is the one that answers on the number the hospital already uses, with the business rules written by you.
- An AI agent on WhatsApp for a hospital is an automatic front desk assistant: it gives visiting hours, exam preparation and documents, as the hospital wrote them, books elective appointments and routes each topic to the right department.
- What changes is who answers first: the message no longer waits for you and is answered right away.
- These are four everyday situations at the hospital before and after the CertuAI agent.
By the numbers
| Number | What it means |
|---|---|
| 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. |
What changes at the hospital with an AI agent?
Who answers first changes: the message stops waiting for you and is answered right away. These are four everyday situations at the hospital before and after the CertuAI agent.
TodayThe front desk answers visiting hours dozens of times a day
With CertuAIThe agent answers on its own, with each ward's rule
TodayRequests for a copy of medical records and billing questions land in the same queue as bookings
With CertuAIEach topic goes to the department that solves it, with no retyping at the front desk
TodayPatient arrives for the exam without the doctor's order and without the authorized form
With CertuAIReceives the document list the hospital wrote beforehand
TodayAn urgent message sits among questions about parking
With CertuAIThe agent answers right away with the instruction to call 192 or go to the emergency room
What does a conversation handled by the AI look like?
Example conversation
Hospital AI agent
Customer: What are the visiting hours for the inpatient ward?
AI agent: The visiting hours for this ward are your hours.
Customer: Which documents do I bring on the day of my scheduled surgery?
AI agent: The documents for elective admission are what you set up.
Which is the better choice for hospitals: an AI agent or manual customer service?
The agent wins at repetitive tasks, and the person keeps winning at what takes judgment. With manual service, someone at the hospital has to stop what they're doing; with the CertuAI agent the answer goes out on its own and you step into the conversation whenever you want.
| Aspect | The manual way | With the CertuAI agent |
|---|---|---|
| Question about visiting hours and companion changes | Answered by the front desk between one counter visit and another | Answered right away, by ward, with the rule the hospital wrote |
| Exam preparation for the next morning | The patient writes at night and only gets an answer after fasting has started | The agent sends the preparation instructions the hospital set up for that exam |
| Billing, ombudsman or medical records topic | Arrives at the front desk, which notes it and passes it on when it can | The conversation goes to the department's person in charge, with the topic already identified |
| Person describing severe pain or shortness of breath | Depends on someone reading the message in time | The agent doesn't assess: it tells them to call 192 or go to the emergency room and notifies the team |
| Elective appointment request with no reply | Gets lost in the day's message queue | Stays as a contact in the CRM, with automatic follow-up |
What does the WhatsApp agent do for hospitals?
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.
Visits and companions
Hours by ward, number of visitors, companion changes and what may be brought in, as the hospital defined.
Preparation and documents
Fasting, medication and documents for each exam or elective admission, with the text written by your team.
Elective appointments
The agent offers the open slots in the outpatient clinic and books, or notes the request for the scheduling desk to confirm.
Routing by department
Billing, insurance plans, ombudsman, medical records and human resources: each conversation goes to the registered person in charge.
Rush rule
Anyone reporting a symptom or emergency is told to call 192 or go to the emergency room, and the team is notified.
What questions do patients send on WhatsApp?
They are always the same, and the agent answers each one on its own. These everyday messages at the hospital no longer depend on you having your phone in hand.
How does the agent start answering at the hospital?
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 for hospitals cost?
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 the agent, connect WhatsApp and see it working at the hospital.
Create my agentWhat needs to be ready before turning the agent on at the hospital?
The agent answers what is written, and nothing beyond that. Have these points defined before you connect WhatsApp.
- The exact emergency wording: call 192 or go to the emergency room, and the address of the emergency entrance
- The list of departments with the name of the person in charge and each one's contact: scheduling, billing, insurance plans, ombudsman and medical records
- Visiting hours and companion rules for each ward, including maternity and intensive care
- The preparation for each exam the hospital performs, reviewed by whoever is responsible for it
- The documents for elective admission, for exams and for medical record requests
Whether the agent books the elective appointment directly in the calendar or only notes the request and the scheduling desk confirms.
The most common mistake: Turning the agent on without the emergency rule written and tested. At a hospital, someone will write in with a symptom on day one, and the only acceptable answer is to call 192 or go to the emergency room.
Frequently asked questions about hospitals
Does the agent do triage for people who write in with a symptom?
No. It does not rate severity, does not suggest medication and does not say whether the case can wait. When someone describes a symptom or an emergency, it tells them to call 192, the SAMU number, or go to the emergency room, and notifies the team.
Does it give the status of an admitted patient?
No. Patient information doesn't go out through the agent. It explains the path the hospital defined for the family to get news and passes the conversation to the responsible department.
Does the agent connect to the hospital's system?
No. It answers from what the team wrote in the Brain and books on the platform's own calendar. Exam results, medical records and insurance authorizations remain in the hospital's systems, with the people in each department.
Does it work for a hospital of any size?
The agent was built for small and medium businesses. It fits well at the front desk of small and mid-sized hospitals, day hospitals and maternity wards, where few people share the desk and WhatsApp.
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
Hospital front desk on WhatsApp: visiting hours, exam preparation, documents and elective appointments, each topic to the right department and in the CRM, with no triage.
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