Men's health clinics · After-hours AI chat
After-hours AI chat that books new patients and gives no medical advice
Your team answers during office hours. After hours and on weekends, AI chat in GoHighLevel (GHL) replies at once on text, Instagram, Facebook, WhatsApp and web chat, sends new leads your booking link, and hands existing patients and clinical questions to people.
The job
Who answers when the clinic is closed
New inquiries keep arriving after the clinic closes: a text to the clinic number, an Instagram or Facebook message, a WhatsApp chat, the chat box on the website. If nobody answers until morning, the person who wrote has had a whole night to look somewhere else. For a men's clinic we built AI chat that covers that gap and steps aside when the clinic opens.
It runs after hours and on weekends only. During office hours the AI is switched off and your team answers every conversation. The clinic asked for that, and it matches how we build chat for healthcare: the AI is backup to staff and never the first answer.
New leads and existing patients get different replies. A new lead gets an immediate answer with your online booking link, and the booking itself happens in your EHR. An existing patient gets a handoff to staff, with no times and no link. Early in the build the AI offered booking to existing patients; we changed its rules so it hands them off, and that case has been in every test run since.
Clinical questions get one approved line. The AI gives no medical advice. A question about a treatment, a dose or what someone should do next gets the deflection line the clinic approved: the answer depends on the patient's own treatment plan, and would they like time with the clinic director. The AI uses that line word for word and never rewords it.
Staff can step in at any point. When someone on your team replies in a conversation, the AI pauses on that contact so two voices never answer at once. A kill switch turns the AI off whenever the clinic wants it off.
The knowledge base is written, not scraped. A public website can name services, or make claims, that one clinic does not match. For this build we removed the website sync and wrote a static knowledge base from what the clinic confirmed. Any follow-up the AI sends is pre-written, never composed at send time.
Meta's reply windows shape the handoff. On WhatsApp a free-form reply is allowed only within 24 hours of the patient's last message; after that only a pre-approved template can go out. Instagram and Facebook Messenger allow most replies within 24 hours, with a separate 7-day window for replies typed by a person. So a Friday-night WhatsApp message left until Monday may need a template, which is one more reason the AI answers straight away. These are Meta's published platform rules, not legal advice.
What we set up
What goes into the after-hours chat build
- AI chat on SMS, Instagram, Facebook, WhatsApp and web chat
- A schedule that turns the AI on after hours and on weekends, and off during office hours
- An immediate first reply to new leads with your online booking link
- An existing-patient check that passes the conversation to staff, with no times or link
- Your clinic's approved deflection line for every clinical question
- A pause on any conversation a staff member replies to
- A kill switch that turns the AI off
- A static knowledge base written from what the clinic confirms, with website sync off
- Follow-up copy written ahead and approved, never composed by the AI as it sends
How a setup runs
How the chat build runs
A 1:1 with Rob
Rob checks which channels are connected in your HighLevel account, your office hours, and how your staff tell a new lead from an existing patient today.
The plan document
We write out the first reply, the handoff message and each knowledge-base entry word for word, and place your clinic's deflection line exactly as approved. The clinic approves the document before we build.
Test conversations
Before the AI goes live we run test chats on each channel: a new lead after hours, an existing patient, a clinical question, and a staff member taking over halfway through.
The QA report
At handover you get a QA report with screenshots of each test, showing what the AI said and where it stepped aside.
Changes later
When you want the AI to answer something new, the request gets a verdict before any work: inside the agreed scope, or new scope.
What you bring
What we need from the clinic
Office hours
The hours your team answers, including holidays, so the AI schedule matches them.
Your booking link
The online booking link from your EHR for new-patient consults.
Your clinical line
The deflection wording your clinic director approves for any medical question.
Channel access
Owner access to connect Instagram, Facebook and WhatsApp to HighLevel.
Who takes handoffs
The staff member who picks up existing patients and handed-off chats when the clinic opens.
Where it stops
The AI never schedules existing patients and never answers a clinical question. It does not run during office hours, and it does not book inside HighLevel: it sends your EHR's booking link.
Services used
Set up alongside this job
A2P 10DLC registration
Brand and campaign registration filed from your IRS EIN letter, and rejected campaigns fixed at the field the rejection code names.
See A2P 10DLC registrationConversation AI and DM bots
Chat bots for texts, web chat and social DMs that answer from your knowledge base, book the appointment and then go quiet.
See Conversation AI setupQuestions
What clinics ask about after-hours chat
Will the AI give medical advice?
What happens when an existing patient messages at night?
Can our staff take over a chat?
Why not run the AI during office hours too?
Does the AI book the appointment itself?
What if a WhatsApp message waits until Monday?
Who you talk to
Rob Eason
Rob runs HLAI Experts and takes the 1:1 calls himself.
He is a HighLevel Certified Admin with the second-most reviews in HighLevel's Certified Admin Directory worldwide, all of them 5 out of 5.
He won HighLevel's Top New Subaccounts via AI Employee award in its 2025 Summer of AI Awards and taught HighLevel's official masterclass on its AI Employee.
Before HighLevel, he co-owned a 60-employee financial services firm and sold his share.
On the call he looks at your account, not a script.
5/5 across 83 reviews in HighLevel's Certified Admin DirectoryTalk to Rob about your after-hours inquiries
On the call Rob opens your HighLevel account, checks which channels are connected and how you tell new leads from patients, and says what the chat would answer after hours.