Frequently asked questions

Aesthetic and plastic surgery, medical aesthetics, hair transplant and dentistry clinics. Clinics that receive patients from abroad in medical tourism use the same product in five languages.

No. Your existing WhatsApp Business number works in the app on your phone and in MedoraLab at the same time; Meta calls this Coexistence. The app stays on your phone, your message history stays, and your team can keep writing from the phone.

You do. The WhatsApp Business account (WABA) is opened in your clinic’s name and the clinic owns it. We connect it as your technical provider; if you leave, the account stays yours and you can move it to another provider.

It is Meta’s official platform for businesses. Messages land in the panel, the AI assistant answers, and your team writes from the same number. Your number and your WhatsApp Business app stay with you.

On Starter and above, our team does the setup: we connect your number and enter your treatments, opening hours and doctors with you; all we need from you is one call. MedoraLab Panel you set up yourself with the panel’s setup steps.

WhatsApp and Instagram direct messages. The pricing table shows which channel is in which package.

Your Instagram account is connected. MedorAI responds to direct messages and story replies, and writes the appointment into the calendar. It writes within 24 hours of the patient’s last message.

Yes. MedorAI talks on the messaging channels and writes appointments into its own calendar; no separate calendar subscription is needed. If you like, they also appear in your Google, Apple or Outlook calendar. You can import your existing calendar once, and take a conversation over yourself at any moment with one click.

Yes, on Pro. You define each location with its own address, opening hours and dentists; MedorAI asks the patient once which location they prefer and books into that location’s diary. The other packages are single-location.

Both. MedorAI is the AI assistant (AI chatbot) that answers patients on WhatsApp and Instagram. The panel is the CRM for appointment management and patient follow-up. Both are on one screen.

AI answers, the doctor decides. MedorAI books the appointment itself, writes it to the calendar and opens a request (AI agent). It states price and campaign only from the information you entered in the panel (grounded AI). It routes medical questions to the doctor, and emergencies to the clinic and 112 (AI guardrails). Your team takes over the conversation whenever it wants (human-in-the-loop).

Only from the treatment list you entered and the information you approved. It leaves diagnosis and treatment decisions to the doctor. Where it cannot be sure, it says the matter will be settled at the examination and passes it to your team; that conversation shows up in your panel as a waiting request.

You make one choice per treatment: fixed price, range, starting price or after examination. MedorAI states only the amount you entered and adds that the exact amount is settled at the examination. For a treatment with no amount entered, it files the question in the Patient requests inbox and tells the patient it has passed their question to your team. You also enter campaigns in the panel yourself; MedorAI mentions only that campaign, until its end date.

Turkish, English, German, Russian and Arabic. It replies in whichever language the patient writes in. In medical tourism, a patient writing from abroad needs no extra setup.

MedorAI goes quiet in that conversation. It sees the message you send from the panel or the Instagram app and steps aside; writing from the WhatsApp Business app does the same, if your number is connected for use alongside the app. The quiet period is the clinic’s setting, 30 minutes by default. If the patient’s message goes unanswered for 10 minutes (the default), MedorAI answers that message itself. If someone on your team writes in the meantime, the timer resets; if you paused MedorAI in the conversation by hand, it does not answer.

When you start typing in the panel, MedorAI waits 2 minutes; once you send, the conversation is yours. In Settings you can extend the quiet period to 1 hour, 3 hours, 8 hours, the end of the day, or until you switch it back on. Once you are done, one click brings MedorAI back into the conversation.

Yes. MedorAI has three states: Stopped, Draft and Active. In Draft, every message written by MedorAI or a saved reply waits in the panel as awaiting approval; send it with one tap or edit and send. The text before your edit stays on record. Emergency guidance, data deletion confirmations and the first welcome go out without waiting. When setup is complete you choose to start with Draft or Active, and you can change it at any time. If a draft waits 5 minutes, a warning appears in the panel for the whole team; after 10 minutes the clinic owner gets an email.

Yes, under Saved Replies in Settings. Give a few example questions and write the answer once; when a patient asks something with the same meaning, your answer goes out word for word without MedorAI running. If the match is not certain, the question stays with MedorAI. If the patient keeps writing afterwards, MedorAI continues the conversation knowing what was sent. Saved replies never go out for emergencies, data deletion, prices or medical questions; the safety rules apply there. The MedoraLab Panel package includes a welcome message and saved replies that work on keywords.

You can write the first message patients receive yourself. The link explaining how personal data is handled is always added to this message.

In the conversation screen every outgoing message shows its author underneath: MedorAI, the clinic’s saved reply, the team member by name, or System. System means fixed messages sent by rule, such as emergency guidance. The labels also differ in colour and icon.

Yes. Open a test chat in the panel: you write as a patient and see MedorAI’s reply. The reply goes through the same rules as with a real patient: your price table, your calendar, the safety limits. It reaches no patient and does not count toward your quota.

Every reply you correct becomes a saved reply: when you edit a draft and send it, the panel asks “Add this to your saved replies?”; the patient’s name and phone number are removed before it is saved. When the same question comes again, your answer goes out.

WhatsApp and Instagram share the same rule: you can write freely from the panel for 24 hours after the patient's last message. The panel shows the time left on every conversation. After that, WhatsApp only delivers an approved template and Instagram is answered from your own app. If MedorAI is on and your package includes reminders and follow-up (Essential and above), it sends one short follow-up at hour 20 to conversations that have not become appointments.

On advanced AI language models. Every answer is bound to the information your clinic entered in the panel and to the guardrails. The patient’s name and phone number are not sent to the model.

Every release passes 4,677 automated tests. Across 416 scenarios in three languages, zero fabricated answers were detected.

Every connection between the panel and the server is encrypted with TLS 1.2 or above. The database is encrypted on disk with AES-256. The system is designed around KVKK, the Turkish data protection law.

Message contents are deleted permanently the moment a conversation closes; a conversation with no new message for the period the clinic sets (by default 48 hours) closes on its own. Appointment records are deleted 30 days after the appointment date. In long-term records a patient’s phone number is kept only as an irreversible digest; if you sell a package of sessions, the patient’s name and number stay encrypted until the package ends, for at most 24 months, and are deleted within 30 days after that. If they asked for a call back about price, the number they gave is kept only for that call and is deleted when the request closes, within 30 days at the latest.

Appointment and request records stay in the panel. Message contents are deleted permanently the moment a conversation closes; a conversation that stays silent for the period the clinic sets closes on its own. In long-term records a patient’s number is kept as an irreversible digest; in a package record the name and number are stored encrypted and are deleted after the package ends.

In a conversation, consent is taken before a treatment name is stored, and the consent itself is recorded: time, channel, version of the consent text. No message text is kept. The appointment card shows "consent taken".

When you leave, your appointments, patient requests and analytics stay with you as an Excel file. After cancelling you have 30 days to download your data and undo the cancellation. On request, all of your clinic’s data is deleted; your patients can have their own data deleted too. You request a cancellation or a freeze from the Membership page, the help bubble, WhatsApp or e-mail; the Membership page shows the dates.

Everything in the package table and unlimited user accounts. All prices exclude VAT. The setup and onboarding support package on packages with AI is 4,000 ₺, charged with the first payment, once per clinic, and non-refundable; it is charged the first time you move from MedoraLab Panel to a package with AI, and never again when switching between packages with AI.

At sign-up your card is saved with the payment institution. On a package with AI, the setup and onboarding support package is charged with the first payment, once per clinic; when you sign up on the site, the first payment is taken at sign-up. Then a 7-day trial starts. On a package with AI the trial covers up to 50 conversations; if the cap is reached MedorAI stops and you can start the first period right away. A package without AI has no conversation cap: your welcome message and saved replies go out throughout the trial. When the trial ends, the first fee for your chosen period is charged to the saved card; we remind you by e-mail 2 days before. If that first fee is 26,000 ₺ or more including VAT in a single charge, you pay it through a payment link we send you; with yearly payment and in the Custom package you can also choose bank transfer. If you cancel during the trial, the first period is not charged and the setup and onboarding support package is not refunded.

No commitment: pay monthly and stop in any month you choose.

Yes. From the Membership page in the panel you can move to any package from MedoraLab Panel to Pro. On an upgrade the difference for the rest of the period is charged at once and the new features open at once. If the amount due now is 26,000 ₺ or more including VAT in a single charge, we send you a payment link; with yearly payment and in the Custom package you can also choose bank transfer. Your package changes once the payment is received. On a downgrade nothing is refunded and the new price applies from the next period; branches that no longer fit become read-only and no data is deleted.

Prices can be updated at most once every 6 months. On monthly billing a new price is announced by e-mail and in the panel at least 30 days ahead and applies from the next period. On yearly billing the price does not change during the period you paid for; the current price applies at renewal and we tell you 30 days before.

If the standard packages do not fit your clinic, you choose the channel, the monthly conversation quota and the number of branches yourself. The price appears at once in the calculator in the pricing section; you apply with the form below it.

No. Every patient message still lands in your panel, and by default MedorAI keeps answering; each conversation over the quota is billed at 30 ₺ (excluding VAT).

Everything exchanged with one patient within 24 hours is one conversation, however many messages are written. If the same patient writes again after 24 hours, a new conversation starts.

MedorAI does not stop; each conversation over the quota is billed at 30 ₺ (excluding VAT). You can buy an add-on for that month: +100 conversations for 2,500 ₺. We tell you in the panel when you reach 80% and all of your quota. If you prefer, you can choose in the panel that MedorAI stops when the quota is used up.

No limit. Online booking is included in every package; appointments made on your booking page do not count against your conversation quota and carry no extra charge.

With MedoraLab you get your own booking page. If your current system provides a calendar link (ICS), the times taken there show as taken on your booking page; the link is only read, and nothing is written to your system.

You open the request from the panel; we conclude it within 30 days at the latest. A freeze lasts at most 6 months and no fee is charged during it. On cancellation the service runs to the end of the paid period and the remaining time is not refunded; for the following 30 days you can download your data and undo the cancellation. If a cancellation request is opened before the renewal date, no fee is charged for the next period.

You enter your card on the payment institution’s page; we do not store your card number. The 7-day trial covers up to 50 conversations on packages that include MedorAI; at the end of the trial the first period is charged to the saved card and periods renew by themselves; any single payment of 26,000 ₺ or more including VAT is taken through a payment link we send you. Bank transfer is available only with yearly payment and in the Custom package. Your invoice is issued once the payment arrives. The setup and onboarding support package is charged with the first payment, once per clinic, and is not refunded; it is charged the first time you move from MedoraLab Panel to a package that includes MedorAI and not again on later package changes. Prices are updated at most once every 6 months with at least 30 days’ notice; with yearly payment the price of the paid period does not change and the current price applies at renewal.

Payments below 26,000 ₺ including VAT in a single charge are taken from your saved card automatically. You confirm payments of 26,000 ₺ or more yourself: we send you a payment link, and the payment is taken on the payment institution’s page with your bank’s 3D Secure verification. With monthly payment the link arrives 5 days before the charge date. With yearly payment the link and the bank transfer details arrive 14 days before renewal; we send reminders 7 days and 1 day before. At today’s prices this covers: on yearly billing: every package; large over-quota amounts are paid the same way. If the payment is not received within 7 days after its due date, the account is locked: MedorAI stops and the panel closes; only the payment screen and the button to download your data stay available. Your data is not deleted; once the payment is received the account opens again by itself. If the payment is not received within 30 days after its due date, a deletion notice is sent.

You set up by one of three routes: you set up from the panel yourself, you send us your information and we do the setup, or we set up together. We give intensive support in the starting period; after that, support continues as your package's regular support. It is mandatory on every package that includes MedorAI and is charged once, at the start of the subscription.

You approve the Data Processing Agreement when your account is opened, and the Pre-Contract Information Form and the Distance Sales Agreement at the payment step. The full texts are in the links at the bottom of the page. If the agreement changes materially, we notify you at least 30 days in advance.