Everything you need to know

Frequently asked questions

A short and simple guide to the most common questions about our platform

What is a “conversation”, and what happens if I exceed the conversation cap?

When a patient reaches out to your clinic, a 24-hour chat window opens. During this time, unlimited messages can be exchanged. After 24 hours have passed since the patient’s last message, a new conversation begins — this is the billing unit. If your plan’s limit is exceeded, each additional conversation costs $0.05.

Which MIEA plan fits my clinic best?

Each of our plans includes a set number of conversations per month. For a single clinic, the Starter or Plus plan is usually sufficient. If you manage 2–3 clinics, we recommend selecting the Plus plan for each location to ensure smooth performance and adequate message capacity. For larger networks (up to 5 clinics), the Pro plan is ideal. The Enterprise plan offers unlimited clinics and conversations for full flexibility.

Is there a setup fee?

Yes. There is a one-off setup fee of $500, which covers data collection, creation and structuring of the knowledge base, and full WhatsApp Business API integration.

Why do I need to provide access to the Business Portfolio during MIEA installation?

We aim to make the integration process as smooth as possible for you. As the META platform can be complex to manage independently, our team handles all technical aspects — helping you correctly configure and verify your profile so you can focus on your work.

Why is Business Portfolio verification required?

Since your WhatsApp Business account is linked to your Business Portfolio, we recommend completing verification to reduce the risk of account suspension during broadcasts or marketing activities. Verification confirms the legitimacy of your business and ensures stable, secure operations through META.

Should we tell patients they’re chatting with an AI?

Most patients are comfortable with it — many of them won’t even notice the difference, but we recommend being transparent by adding a corresponding label. So patients can always request to speak with a staff member at any point if they prefer.

What is required to connect MIEA?

We’ll need basic clinic details, a verified Facebook Business Portfolio, a WhatsApp Business number, and access to your Clinic Management System (Plato or SGiMED). We’ll also need some information about doctors, their schedules, and answers to frequently asked questions — this helps us build an accurate knowledge base and communication logic. Our team supports you through every step and ensures MIEA is fully configured to suit your clinic’s needs.

How does the initial setup of MIEA work?

The setup process includes several stages: (I) сollecting information about your clinic and its workflows; (II) сreating and structuring the AI assistant’s knowledge base; (III) сonnecting your account through the WhatsApp Business API integration.

If I connect my number to MIEA, will there be any restrictions or limitations?

Yes, there are some limitations when using a new number through the WhatsApp Business API: (I) incoming calls are not supported; (II) the number cannot be added to group chats; (III) one-time passwords (OTPs) cannot be received.

If I transfer my number, what happens to existing patient chats?

Previous chat history cannot be moved. After activation, we recommend notifying patients in chat about the launch of MIEA — your new AI intern who can now assist them directly. This often helps increase engagement :)

Can we use our existing phone number for MIEA?

Yes, you can. However, please note, your existing chat history cannot be migrated to the new system.

Is MIEA compliant with PDPA and data protection standards?

Absolutely. We strictly adhere to all data protection regulations. All personal information is stored securely on encrypted servers, and we regularly undergo independent penetration tests to maintain the highest security standards.

‍

Can MIEA provide medical advice or diagnoses? How clinical is this tool?

MIEA is positioned as a communication tool rather than a clinical one. The bot cannot make diagnoses or provide medical advice. In emergency situations, the system will advise the patient to contact emergency services immediately.

How will I know if something isn’t working correctly? Are error notifications available?

Yes, the system includes a flexible notification feature. You can receive alerts directly in your browser or as push notifications on your phone. If MIEA AI lacks sufficient information to respond to a patient’s question, a notification is automatically sent to the staff member assigned to handle such cases.

Can we send reminders to patients, create reminder sequences, and customise them for different doctors?

Yes, you can fully customise reminders and sequences to match your clinic’s workflow, including setting up individual notifications for different doctors if needed.