Customer service
Customer service on WhatsApp and the website, linked to each order.
Clara Moura, an AI agent, answers customers about opening hours, delivery and order status. She receives the photo of the prescription and sends the quote the pharmacist approved. Health questions go to the pharmacist.
Illustrative values.
The customer service agent
The customer asks. Clara answers with the order data.
Clara Moura serves customers on WhatsApp and the pharmacy’s website and introduces herself to the customer as an AI agent. She answers with what is in the system, opens the order when a prescription arrives and updates the customer at each step. Anything that is pharmaceutical counseling goes to the pharmacist.
Answers questions about opening hours, delivery, lead times and order status
Receives the photo or PDF of the prescription and opens the order for transcription
Sends the approved quote and lets the customer know when the order is ready
Mariana R.’s order PD-2026-1187 is ready at the Downtown Branch. Let her know she can pick it up.
I let Mariana R. know on WhatsApp that order PD-2026-1187 is ready for pickup at the Downtown Branch. The message was logged in her record.
Illustrative example.
On WhatsApp and the website
What Clara does in customer service.
Opening hours, delivery and lead times
Answers with each branch’s opening hours, the delivery options and the lead times the pharmacy has entered.
Order status
Looks up the order in the system and says what stage it is at: prescription under assessment, quote sent, being compounded, ready or out for delivery.
Prescription by photo or PDF
Receives the photo or PDF of the prescription, opens the order linked to the customer and passes it to Iris for transcription.
Approved quote
Sends the customer the quote the pharmacist approved, with the formula and the amount recorded on the order.
Order notifications
Lets the customer know when the order is ready for pickup or out for delivery.
After hours
Receives the prescription, says when the pharmacy opens and leaves the order open for the team. Health questions are left for the pharmacist.
From message to order
A prescription on WhatsApp becomes an order in the system.
Each step is recorded on the order. Assessing the prescription and approving the quote are the pharmacist’s role.
01
The customer sends the prescription
Clara receives the photo or PDF, records the customer’s consent and opens the order linked to their record.
Clara opens the order
02
Iris transcribes and checks
Iris Albuquerque transcribes the prescription, checks the doses against the pharmacopeia and enters the order for the pharmacist to assess.
Iris prepares
03
The pharmacist approves
After the pharmacist assesses the prescription and approves the quote, Clara sends it to the customer and lets them know when the order is ready.
The pharmacist decides
What stays with people
Clara serves customers. The decisions belong to the team.
01
Health is the pharmacist’s domain
Clara does not answer questions about symptoms, side effects, interactions or the formula. She passes the conversation to the pharmacist.
02
Quote only after approval
Clara only sends the quote the pharmacist approved. She does not change the formula or the amount.
03
The team takes over whenever it wants
Anyone on the team with access to customer service can take over a conversation. The history stays in the customer’s record, and health questions stay with the pharmacist.
Customer data and LGPD
Each conversation stays in the customer’s record.
Before receiving the prescription, Clara asks for and records the customer’s consent to the use of their personal and health data for the order. The conversation and the prescription stay in the customer’s record, linked to the order. Who sees these conversations follows the access the pharmacy owner has defined.
Customer consent recorded in their record
WhatsApp and website conversations in the same record
Photo or PDF of the prescription attached to the order, without waiving the original copy when the law requires it
Access to conversations according to the profiles defined by the pharmacy
Questions about customer service.
See Clara handling a sample order.
In the demo, we show the conversation, the order opened for Iris and the quote approved by the pharmacist.