WhatsApp Chatbot Service Blueprint
Four-row service blueprint structured across four customer-facing phases: Hear About It → Send a Message → Get Guidance → Take Action. Maps customer actions, frontstage bot behaviour, backstage processes, and supporting infrastructure.
Blueprint summary
Customer actions flow from hearing about the bot via WhatsApp groups → typing symptoms in their own language → reading a plain-language triage response with clinic address → calling the clinic or walking in. The frontstage bot sends welcome messages, detects language, delivers triage results, and sends 48hr follow-ups. Backstage processes include NLP keyword processing and monthly clinical reviewer validation. Support processes span WhatsApp Business API, Translation API, Region Skåne clinic database, and Swish/card payment infrastructure.