Smile Heritage Enquiry System

What you told us

Three things are costing you cases

Timing

After hours messages wait until the next morning
New messages go unnoticed when staff are chairside
Clearing first in, first out puts a hot lead behind yesterday's

Consistency

The same questions daily, even though the website answers them
Reply quality depends on who is on shift
A veneer enquiry is handled like a scaling enquiry

Visibility

No way to measure who responds well and who does not
No alert when a conversation goes quiet
No record of which enquiries became treatment

Before and after

Your inbox, on either side of go live

Smile Heritage All channels, both branches

0 unanswered

Berapa harga veneer atas? Answered, consultation offered. Farah, BBU.

4s High valueBBU

Clinic buka sampai pukul berapa? Answered automatically. No staff time used.

2s AI handled

Nak buat braces, ada slot tak? Answered, details captured. Aina, Kebun Teh.

6s High valueKebun Teh

Boleh walk in esok pagi? Answered automatically. No staff time used.

3s AI handled

Smile Heritage 017-826 8994, shared handset

47 unread

Berapa harga veneer atas? +60 19 ••• 4412

14h ago

Clinic buka sampai pukul berapa? +60 13 ••• 7730

12h ago

Nak buat braces, ada slot tak? +60 11 ••• 2096

9h ago

Boleh walk in esok pagi? +60 17 ••• 5583

6h ago

Today After go live

Drag the handle to compare

The setup

How enquiries reach you, today and after

Today

Instagram

Facebook

TikTok

each app checked separately

One WhatsApp number017-826 8994, on one handset

Spare numberUnused

everything lands on

One person replyingFor Kebun Teh and Bandar Baru Uda, between patients

She is chairside, on leave or off shift: nothing moves
After closing: silence until morning
Nobody else can see what was asked or promised
The handset is the only record of every conversation

With respond.io

Instagram

Facebook

TikTok

all flow into

One shared inboxEvery chat visible to the team, tagged by branch

answered first by

AI assistant, trained on Smile HeritageWarm, natural replies in Malay or English, at any hour

Handles itself Prices and packages Hours, location, parking Collecting booking details

Flags to a human Complaints after treatment Collaboration requests Anything clinical or unusual

handed over with full context to

Kebun Teh

BBU

Manager

The AI is an assistant, not a replacement. It answers what it has been trained on and passes the rest to your team.

Phase 1 scope

What gets built

Core 01

The no reply tracker

You set a reasonable reply time. If a chat is still waiting past it, the staff member is reminded. If it keeps waiting, the manager is told who, which chat, and for how long.

Example, target 10 minutes

2:14 PMVeneer enquiry arrives. Assigned to Farah.

2:24 PMNo reply. Farah gets a reminder.

2:34 PMStill no reply. Atikah is notified.

2:36 PMFarah replies. Tracker clears.

Sent to Atikah Farah has a veneer enquiry waiting 20 minutes at BBU. Tap to open the chat.

Core 02

High value cases flagged on arrival

Veneer, implant, braces and aligner enquiries are spotted from the first message, tagged, and moved ahead of routine questions.

Example queue

High valueBerapa harga veneer atas?

High valueImplant satu gigi berapa?

RoutineAda parking tak dekat situ?

RoutineBuka hari Ahad?

Every chat gets a branch and an owner

WhatsAppNak buat bracesKebun Teh

InstagramVeneer berapa?BBU

TikTokWhitening ada promo?BBU

03

One inbox, two branches

WhatsApp, Instagram, Facebook and TikTok in one place. No more switching apps or guessing which branch.

Example, 11:20 PM

Clinic buka hari Ahad tak?

Buka ya, setiap hari. Kebun Teh 9 pagi hingga 9 malam, BBU 10 pagi hingga 10 malam. Nak saya bantu set temujanji?

04

Instant first reply

The same correct answer every time, in your clinic's voice. Staff stop retyping what the website already says.

Example, after a price is sent

SentVeneer price range and consultation fee

1 hourNo reply. A short, friendly nudge.

12 hoursStill quiet. One follow up question.

Hi, ada apa-apa yang saya boleh bantu jelaskan pasal veneer? Kalau nak, saya boleh semak slot konsultasi minggu ni.

05

Follow up while she is still deciding

Two light touches inside the first day, then it stops. Enough to stay in the running without chasing.

respond.io Reports, illustrative figures

Under 30s58%

30s to 2 min19%

2 to 5 min12%

5 to 10 min7%

Over 10 min4%

Average first response time Average response time Resolution time Conversations opened and closed Per staff and per team Per channel Staff leaderboard CSV export

06

Staff performance, in numbers

respond.io's built in Reports show how fast each person and each branch replies. No spreadsheet, no guessing.

Also in Phase 1

What your team will see on screen

Example, one patient on two apps

Instagram@nurul.ainaVeneer berapa ya?

WhatsApp+60 19 ••• 4412Hi, saya yang DM tadi

Merged into

One contactNurul AinaInstagram and WhatsApp, one history, one owner

07

Contact merging

She DMs on Instagram, then WhatsApps. Staff see one person and the whole story, so nobody asks her to repeat herself.

Example, Instagram ad enquiry

Came from ad Veneer Promo Oktober, Instagram

Hi, berminat

Salam, terima kasih berminat dengan promo veneer kami. Nak saya kongsikan harga dan contoh hasil?

08

Ads connected to the chat

Meta and TikTok ads are linked, so when someone taps an ad and writes only "berminat", we already know what she is asking about.

Example, AI sends photos and pricing

Boleh tengok contoh hasil veneer?

BeforeAfter Ini salah satu kes veneer di Smile Heritage. Pakej bermula dari RM[X] sebatang gigi.

09

An AI agent that shows, not only tells

It can send your approved before and after photos and price lists when asked. We design its structure first: what it knows, what it may send, when it stops.

Example, handover from AI to staff

Saya buat veneer 2 minggu lepas, sekarang rasa ngilu

Maaf dengar tu. Saya sambungkan kepada team kami sekarang supaya doktor boleh semak.

Handover note for Farah Veneer done 2 weeks ago at BBU. Reports sensitivity. Wants a callback today. Not yet answered: is the review visit free?

10

Escalation with a follow up note

When a chat needs a person, the AI steps back and leaves a summary. Staff pick up mid conversation without scrolling.

Example, where each patient stands

New enquiryPrice sentConsult bookedTreatedRecall due

Consult bookedNurul Aina, veneer, BBU

Price sentHafiz, braces, Kebun Teh

11

Customer lifecycle

Every patient sits at a stage, from first message to treatment. You can finally see which enquiries became cases.

Example template, approved by Meta

Salam {{nama}}, ini peringatan temujanji anda di Smile Heritage {{cawangan}} pada {{tarikh}}, {{masa}}. Balas 1 untuk sahkan, 2 untuk tukar masa.

12

WhatsApp templates, written for you

Reminders, follow ups and recalls need Meta approved templates. We write them in your voice and submit them.

The same enquiry

9:47 PM, after go live

9:47

SH

Smile Heritage

Online

Hi, saya nak tanya pasal veneer. Berapa harga ya?9:47 PM

Salam, terima kasih hubungi Smile Heritage. Veneer bermula dari RM[X] sebatang gigi, bergantung jenis dan berapa batang.9:47 PM

Harga tepat perlu konsultasi dulu supaya doktor boleh periksa. Konsultasi RM[X].9:47 PM

Cawangan mana lebih dekat, Kebun Teh atau Bandar Baru Uda?9:47 PM

Bandar Baru Uda9:49 PM

Baik. Team BBU akan hubungi esok pagi untuk set temujanji.9:49 PM

Four seconds to first reply, with the clinic closed and nobody on duty
Price answered consistently, without committing the dentist to a number
Branch captured, so the right team picks it up in the morning
Tagged high value, so it sits at the top of the queue, not the bottom
If nobody has replied by your target time, staff are reminded and the manager is told

Prices shown are placeholders. Wording, ranges and escalation targets are confirmed with you before go live.

Investment

Two phases

Phase 1, live in 4 to 5 weeks

RM 4,980RM 3,980One time setup, RM 1,000 off

WhatsApp API, Instagram, Facebook and TikTok connected
Meta page and TikTok ads linked, so each chat shows the ad it came from
AI agent structure designed and planned before anything is built
AI agent trained on your treatments, pricing and policies, able to send photos and price lists
Escalation from AI to staff, with a handover note
Branch routing, chat ownership and contact merging
No reply tracker with staff reminders and manager alerts
High value tagging for veneer, implant and braces enquiries
Customer lifecycle stages, from enquiry to treatment
1 hour and 12 hour follow up for quiet price enquiries
WhatsApp templates written and submitted for approval
respond.io Reports set up
Training and handover for both branch teams

Three months support included. Prompt tuning, workflow changes and reporting adjustments from go live at no extra cost. Retainer begins in month four.

Phase 2, after Plato access

Scoped separately

Live appointment booking from WhatsApp
Existing patient recognition on arrival
Appointment reminders to cut no shows
Post treatment follow up and six month recalls
Revenue attribution per conversation

Quoted once Plato API access is confirmed. Phase 1 does not depend on it and will not wait for it.

Platform subscription, paid to respond.io

Recommended plan: Growth

USD 199 a month on monthly billing, paid to respond.io directly. Growth is the first plan that includes AI agents, workflows and the staff response reports, which this build depends on. Paying yearly brings it to about USD 159 a month.

StarterUSD 99

GrowthUSD 199

AdvancedUSD 349

Per month on monthly billing, from respond.io's published pricing. Yearly billing is about 20% less. Final cost also depends on contact volume. WhatsApp template messages are charged separately by Meta.

Timeline

Wk 1Kickoff and content gathering. Meta verification started, channels connected, current response times measured.
Wk 2Inbox structure: branch routing, ownership, contact merging, lifecycle stages, ads linked. AI agent structure agreed with you.
Wk 3AI agent built and trained, with photos, pricing and handover notes. WhatsApp templates written and submitted.
Wk 4No reply tracker, high value tagging, follow up and reports configured. Testing with your team on real scenarios.
Wk 5Training for both branches, soft launch on one branch, then both. Handover.

What we need from you

Treatment list with price ranges we may quote
Your answers to the most common questions, in your own words
Facebook Business Manager access for WhatsApp verification
Your target first response time, and who the escalation manager is
One hour of each branch team for training

Terms

respond.io platform subscription is billed separately by respond.io and is not included in this fee. Staff response reports need the Growth plan or above.
WhatsApp API requires a verified Facebook Business account. Verification is done by Hartika Group with our guidance.
Moving your existing number to the API means chat history on the current handset does not carry over. We plan the cutover with you.
No clinical records, diagnoses or images are stored in respond.io. That data stays in your clinic system.
Timeline assumes content and access are provided within the first week.
Setup fee is non refundable once work has commenced.

Every enquiry answered. Even the one at 11pm.