Maison Santé · Instagram DM plan
Five fixes that stop patient leads from falling through the cracks
A short, focused plan based on what we actually see in the clinic's Instagram conversation history. Every item here addresses a real, recurring leak — not a hypothetical one.
The goal: every patient who messages Maison Santé on Instagram leaves the conversation with a clear next step — a booked appointment, captured details, or a real answer from the team. No more dead ends.
We studied 794 real patient conversations from 2025 and ranked every leak by how often it hurts, how valuable each lost patient is, and how cheap it is to fix. The five fixes below cover the biggest leaks. A sixth item — a repair to the website's booking calendar — is the foundation everything else depends on.
~686
patient conversations per quarter currently leaking to silence, redirects, or the wrong menu
10–17 h
total build time across 5 fixes + 1 repair, spread over the first week
4 of 6
items run on their own — the system handles them end-to-end, with no team step
How to read this document
Each fix has a "Today" side and an "After" side. The left side in red shows how the conversation breaks right now. The right side in green shows how it goes once the fix is in place — step by step, with each step colored so you can see at a glance who handles what.
Red · What breaks today — patient is lost
Green · Runs on its own — system handles it
Amber · Shared — system takes details, team confirms
Grey · Team step — a person handles it
The five fixes, in order of impact
Ranked by how many real lost patients each one recovers per quarter. Each fix shows the conversation today versus after the change.
1
Patients ask about prices — we send a price, and they vanish
Green · Runs on its ownPatient: "How much is a gut health screening?"
Today — broken
1
SystemInstagram sends the saved price reply. ("AED 11,800, includes…")
✕
Dead endThe conversation ends there. The patient never replies. Nothing invites them to take the next step.
After — recovered
1
SystemInstagram sends the same price reply.
2
SystemRight after, it asks: "Would you like us to help you book?" with two tappable buttons.
3
SystemYes → the booking conversation starts straight away (see fix #2).
Maybe later → the patient's email is saved, and a gentle follow-up message goes out 48 hours later on its own.
Maybe later → the patient's email is saved, and a gentle follow-up message goes out 48 hours later on its own.
2
Patients who say "I want to book" get a generic menu instead of a real booking conversation
Amber · Shared with the teamPatient: "I would like to book an appointment"
Today — broken
1
SystemInstagram sends the generic welcome menu — three buttons, none of which say "Book."
✕
Dead endThe patient doesn't tap the "right" button, gets confused, and leaves. We found this exact phrase five times in the history — all five patients dropped off.
After — recovered
1
SystemWhen the patient writes "book" or "appointment," Instagram starts the booking conversation straight away.
2
SystemIt asks — one question at a time — for service, preferred day, name, mobile, and email.
3
SystemAll the details are saved into a simple list the team opens each morning.
4
TeamA team member picks up the list, confirms the slot, and replies to the patient with a confirmation.
Why amber and not green? For now, bookings go to a list the team reviews each morning — not directly onto the calendar. The team stays in charge of the final slot. Once the calendar repair (item #0) is done and the booking calendar is connected directly, this fix can run fully on its own.
3
New patients who DM from a story or reel are never replied to
Green · Runs on its ownPatient (doesn't follow the clinic yet): replies to a story or asks an opening question
Today — broken
✕
LostInstagram puts the message into a hidden "Message Requests" folder. Nobody at the clinic opens it. 127 out of 128 Message Requests in 2025 got zero reply — ever.
After — recovered
1
SystemInstagram accepts every Message Request on its own, instantly.
2
SystemA short welcome menu greets the patient: Booking · Prices · Services · Something else.
3
SystemTapping a button starts the same conversation that existing followers already get.
4
Late-night messages get silence until morning
Green · Runs on its own, with a safety exceptionPatient at 11:00 PM: "Hi, how much is the functional medicine consultation?"
Today — broken
✕
SilenceThe team is offline. The patient either gets the generic day-time menu or nothing at all, and waits until morning. Some lose interest and go elsewhere.
After — recovered
1
SystemInstagram replies straight away: "We're closed until 8 AM — here's the info you asked about."
2
SystemIt sends the approved answer (price, service details, opening hours, and so on).
3
SystemIt saves the patient's contact so the team has it first thing in the morning.
Safety exception (non-negotiable): if a late-night message mentions pain, pregnancy, emergency, bleeding, or similar, the system stops on its own and alerts the team immediately with an emergency contact note. It does not try to answer from a template.
5
The team's first reply is "please message us on WhatsApp"
Grey · Team habit changePatient: asks any question on Instagram
Today — broken
1
TeamA team member taps the saved reply: "Please send us a message on WhatsApp and our team will assist you."
✕
DroppedThe patient feels dismissed. In 54 conversations last year, almost none came back. Being redirected to another app feels like being ignored.
After — recovered
1
TeamThe saved reply is removed — team answers the patient's real question on Instagram instead.
2
TeamIf a patient specifically asks for WhatsApp, the team still shares the number. They just lose the one-tap button that sent it by default.
The floor everything else stands on
One repair job that has to happen before any automated booking can ship safely.
0
The website calendar and Simplex have been out of sync since March
Repair · must come first
Today — broken
✕
Out of syncThe link that keeps the website's booking calendar matched to the real Simplex schedule stopped working on March 16. The website can show slots as available that aren't actually free.
✕
Real incidentOn April 4, Fatima Robari was booked into a slot that was already full. Reception had to cancel her the next day. The patient didn't notice the mismatch — it only surfaced when staff opened Simplex and found the conflict.
After — repaired
1
SystemThe website calendar and Simplex match again. Availability updates every hour on its own.
2
SystemDouble-bookings become impossible by design. Fix #2 can then trust what the website shows.
Note: this is a one-time technical repair. Nothing changes visually for the patient — the calendar simply starts telling the truth again. The fix has already been tested and is ready to apply.
At a glance — who does what, after the plan is live
One row per fix. Use this as the quick-scan reference before the team training session.
| # | Fix | Who handles it | Build time | Patients / quarter |
|---|---|---|---|---|
| 0 | Calendar repair (website ↔ Simplex) | One-time technical fix | 1–2 h | Foundation |
| 1 | After a price reply, ask "Would you like to book?" | System handles it | 2–3 h | ~250 recovered |
| 2 | When a patient says "book," start the booking conversation | Shared with the team | 3–6 h | ~160 recovered |
| 3 | Accept Message Requests + show a welcome menu | System handles it | 1–2 h | ~126 recovered |
| 4 | After-hours reply, with a safety exception | System handles it | 4–8 h | ~100 recovered |
| 5 | Remove the 3 WhatsApp redirect saved replies | Team habit | 30 min | ~50 recovered |
Build order
The safest order to ship everything — one piece at a time, with time to watch each one settle before turning the next one on. Total build time: 10 to 17 hours.
- Step 1 — 1.5 to 2.5 hours. Repair the website calendar (item #0), then remove the three WhatsApp saved replies (fix #5). Two zero-risk items to open the work and confirm everything is accessible.
- Step 2 — 1 to 2 hours. Accept Message Requests on their own and add the welcome menu (fix #3). A simple setting plus a four-button menu. Quick win, zero safety risk.
- Step 3 — 3 to 6 hours. Turn on the booking conversation for patients who write "book" or "appointment" (fix #2). The biggest single item. Most of this already exists from December — this step is testing and turning it on, not building from scratch.
- Step 4 — 2 to 3 hours. Add the "Would you like to book?" follow-up to the existing price replies (fix #1). Ships after Step 3 because the "Yes" button needs the booking conversation to already be live.
- Step 5 — 4 to 8 hours. Build the after-hours auto-reply with the safety exception (fix #4). Last because it reuses answers written during Steps 2, 3, and 4. The safety exception is built first inside this step and tested before anything else is switched on.