Cierge — Settings

Basic Information

Clinic Name *

Specialty / Type

Address

DHA / DOH Licence Number

Licence Expiry

Contact Details

WhatsApp Business Number

+

The number patients message on WhatsApp

Clinic Phone (Receptionist)

+

Clinic Email

Website

Booking Rules

Min. Lead Time (hours) Earliest an appointment can be booked

Max. Advance Booking (days)

Cancellation Window (hours) Free cancellation before this window

AI Language Settings

Default Language Cierge auto-detects patient language from first message

Supported Languages Hold Ctrl/Cmd to select multiple

Timezone: All times are in UAE Standard Time (UTC+4). Patients are only able to book appointments within your open hours.

Weekly Schedule

Break / Lunch Hours

Break Start

Break End

Apply break to all days

Disable booking during break hours on all open days

Doctors

Name	Speciality	Title	Available Days

Services

Service Name	Duration (min)	Price (AED)	Assigned Doctor	Active

Meta / WhatsApp Business API

Phone Number ID

Found in Meta → Phone Numbers

WhatsApp Access Token

Webhook Verify Token

Set this same value in Meta's webhook configuration

WhatsApp AI Active

Enable the Cierge WhatsApp booking assistant for this clinic

AI Behaviour

Human Takeover Mode

Automatically escalate to human staff when patient requests it or query is clinical

AI Disclosure on First Message

Always inform patient they are speaking with an AI — required by UAE law

Collect Emirates ID for Verification

Only if required by DHA/DOH for this specialty · sensitive data under PDPL Art. 4 · stored pseudonymised · 5-year retention

Collect Insurance Details

Ask patient for insurance provider and policy number during booking

Waitlist Intelligence

Notify waitlisted patients immediately when a slot opens

Patient Consent Language

Opt-in Consent Message (English)

Opt-in Consent Message (Arabic)

Voice AI Configuration

Voice AI Receptionist

Enable the AI phone receptionist — Early Access Q1 2027 (powered by Azure OpenAI, UAE North)

Missed-Call WhatsApp Recovery

When a call goes unanswered, automatically send a WhatsApp follow-up within 2 minutes

AI Disclosure on Call

Announce AI identity at the start of every call — required by UAE Federal Law 2/2019

Call Routing

Escalation / Receptionist Number

+

Calls transferred here when patient requests human or AI is unsure

After-Hours Routing

Max Ring Duration (seconds) Before voicemail / fallback triggers

Voice Language

Twilio Configuration

Account SID

Auth Token

Twilio Phone Number

+

UAE Compliance: All outbound messages are sent exclusively between 07:00–21:00 UAE time using Meta-approved templates, only to patients who have given prior consent. This window is enforced by Cierge and cannot be changed.

Appointment Reminders

24-Hour Reminder

Send a reminder the day before the appointment

2-Hour Reminder

Send a final reminder 2 hours before the appointment

Post-Appointment Follow-Up

Check-in message sent a few hours after the appointment

Reminder Timing

First reminderHours before appointment

Second reminderHours before appointment

Follow-up delayHours after appointment ends

Other Outbound Campaigns

Google Review Requests

Invite satisfied patients to leave a Google review after their appointment

Dormant Patient Recall

Re-engage patients who haven't visited in a configured number of months

Deposit Receipt Messages

Send confirmation when a deposit payment is received

Deposit Rules

Require Deposit to Confirm Booking

Patients must pay a deposit before their appointment is confirmed

Deposit Amount (%)

%

Percentage of service fee charged upfront

Cancellation Refund (%)

%

Refund % within cancellation window

Late Cancel Refund (%)

%

Refund % outside cancellation window

Stripe Integration

Note: Use your Stripe UAE account to comply with UAE payment regulations. Ensure your Stripe account is in live mode before going live.

Stripe Publishable Key

Stripe Secret Key

Stripe Webhook Secret

From Stripe Dashboard → Webhooks → Signing secret

Test Mode

Use Stripe test keys — no real charges. Disable before going live.

Dormant Patient Recall

Re-engage patients who haven't booked in a while. Cierge sends a personalised WhatsApp message at each interval — only to patients who have given consent and have not opted out.

Tier 1

After (months)

Tier 2

After (months)

Tier 3

After (months)

Google Review Requests

Send Review Request After (hours) Hours after appointment completion

Google Business Profile URL

Data Protection Officer (DPO)

DPO Name

DPO Email

Regulatory Registrations

ICO Registration No.UK Information Commissioner

DHA Licence No.Dubai Health Authority

DOH Licence No.Abu Dhabi (if applicable)

Company Reg. No.Registered jurisdiction

Data Retention

Patient Records (years) Standard: 5 yrs · Sensitive health data: 25 yrs (Federal Law 2/2019 Art. 20) — per DPA Retention Schedule

Conversation Logs (years) 2 yrs standard · 25 yrs if specialty involves sensitive data

Post-Termination Deletion (days) Export within 30 days, deletion 30 days after confirmed handover (DPA 5.3)

Compliance Flags

UAE PDPL Data Localisation Confirmed

All patient data stored exclusively on Azure UAE North (Abu Dhabi)

Active

DHA NABIDH Compatibility Mode

Data structure aligns with NABIDH interoperability requirements

Meta WhatsApp Compliance Mode

Outbound window enforcement, template-only outbound, STOP opt-out active

Active

Team Members

Name	Email	Role	Last Active	Status
Tudorel Obaciu	hello@cierge.world		Just now	Active
Sarah Al Mansouri	sarah@demomedical.ae		2 hours ago	Active

Role Permissions

Permission	Super Admin	Admin	Receptionist	Read Only
View bookings	✓	✓	✓	✓
Manage bookings	✓	✓	✓	—
Human takeover	✓	✓	✓	—
View reports	✓	✓	—	✓
Change settings	✓	✓	—	—
Manage team	✓	—	—	—