The published case begins with the Care Pathways. Individual contact by phone and WhatsApp took up healthcare professionals' time and limited the expansion of engagement. Starya's delivery began supporting this work with Gabi and opened a new area of work based on what emerged from the interactions.
The problem
Contact with patients depended on repetitive manual tasks. The team needed to expand engagement without taking up more of the care professionals' time.
What was put into practice
Gabi began supporting patient acquisition and engagement through WhatsApp, following the care pathway workflows. More complex situations were referred to the human team.
- 01Contact through WhatsApp
- 02Care Pathways workflows
- 03Team takes over complex situations
- 04Interactions guide new initiatives
An operational task within the care journey
Gabi was prepared with the Care Pathways workflows and information to support patient acquisition and engagement through WhatsApp. The account describes the use of Twilio's WhatsApp Business API and handoffs to human professionals in more complex situations.
Deployment involved collaboration between the teams, preparing the agent for that context, and monitoring dashboards. The scope presented is engagement and continuity of the journey. The care team remains involved in situations requiring specialized follow-up.
Usage revealed a next operation
Analysis of Gabi's interactions showed demand for scheduling. The account connects this learning to the creation of Lara, focused on appointments, examinations, and administrative processes. Engagement began revealing requests that could be addressed through a new area of work.
The development was followed by the dr.consulta and Starya teams. Dashboards and conversation analysis made it possible to observe requests, review service, and guide the next delivery. Deployment work continued through monitoring usage.
The reported result and its scope
The case reports expanded patient acquisition and time freed up for the team to perform more specialized care tasks. Gabi participates in engagement with the Care Pathways; Lara handles scheduling. Each area has its own result to track.
The published indicators address patient acquisition, appointments, and satisfaction across different scopes. Read separately, they help explain both progress at a stage and the experience of the people served. The learning that connects Gabi to Lara shows how one operation can guide the next initiative.
The reported result and its scope
The source connects the adoption of Gabi to expanded patient acquisition and the creation of a scheduling operation with Lara.
Integration with electronic health records appears as a next step in the account and is not presented here as delivered.
The lesson learned
Analysis of the interactions revealed demand for scheduling. This learning led to Lara, focused on appointments, examinations, and administrative processes. A new initiative emerged from observing the existing operation.
Scale in context
More than 3 million messages exchanged and 276 thousand active users, according to figures dr.consulta provided to EXAME. Figures through March 2026; article published on July 28, 2026.
The article does not specify the user activity window or counting methodology. These are dr.consulta figures; they are not added to Starya’s other operations or interpreted as a conversion rate.
Read the EXAME article ↗What questions does this case help you ask?
- Which recurring requests in the current operation reveal a next initiative?
- Which tasks need to remain with the team's professionals?
- How can engagement, scheduling, and care results be kept separate?
Source of the account
Summary of the case published by Starya. Results and scope belong to this operation; they are not a guarantee for other contexts.
Read the original account ↗