Basirahبصيرة

Hala · هلا · AI front desk by Basirah

Hala answers your WhatsApp. Your staff keep the final say.

Hala is an AI front desk for WhatsApp, in Gulf Arabic and English. It answers from your business’s own facts and helps people book. Anything medical goes to your staff, with no advice. We are building it for clinics first.

Pilot in preparation Our first pilot is with a dermatology clinic in Kuwait. Hala is not answering real patients yet.

Ask about a pilot How it works

Every message takes one of four routes

  1. Call 112 nowEmergency
  2. Call the clinic nowUrgent
  3. Your team repliesMedical questions
  4. Hala answersEveryday questions

How it works

Every message is checked for safety before Hala writes a word.

Hala works from the facts your business gives it: services, prices, opening hours and answers to common questions. It does not make up prices or offers, and it never gives medical advice.

  1. A message comes in

    Someone writes to your business’s own WhatsApp number, in Gulf Arabic or English. Hala replies in the language they use.

  2. Checked for emergencies first

    Before Hala writes anything, a safety check reads the message for signs of an emergency. If the AI check can’t be reached, simpler keyword rules decide.

  3. Then one of three things happens

    • Emergency

      A 112 message, at once

      A fixed message tells the person to call 112, and the conversation goes to your staff.

    • Medical, urgent or sensitive

      Passed to your staff

      Hala gives no advice. A fixed message tells the person what to do now, and your team takes over.

    • Everything else

      Answered from your facts

      Hala drafts a reply from your services, prices, hours and answers. In Assist mode, a staff member approves it before it is sent.

Safety

Four routes, from most urgent to everyday.

Here is how each route works at a skin clinic. The patient messages are examples. Hala’s replies in the first three routes are its real fixed messages, word for word.

01 Fixed message · sent at once

Call 112 now

Signs of an emergency. After filler, skin turning white, blue or blotchy, or any change in vision. After an injection, swelling of the face, lips or throat.

I had lip filler an hour ago. The edge of my lip has gone white and now it’s turning blue.

This sounds urgent. Please call 112 now for emergency help, or call the clinic on clinic number. I’ve passed this to our team. Fixed message · sent at once

Your staff see the conversation in the Inbox, marked as an emergency.

02 Fixed message · sent at once

Call the clinic now

The clinic should see them today, with no sign of an emergency. A blister or burn after laser or a peel. Signs of infection, or pain that keeps getting worse, after skin surgery or ablative laser.

A small blister came up on my cheek after yesterday’s laser. No fever.

Please call the clinic now on clinic number so the team can help you today. I’ve also passed your message to our team. If you can’t reach us, or it gets worse, call 112. Fixed message · sent at once

It waits in the Inbox, marked urgent. Hala never offers an ordinary appointment instead.

03 Fixed message · sent at once

Your team replies

Medical questions Hala must not answer: whether a treatment suits someone, their results or side effects, “is this mole OK?”, prescriptions. Photos and files too: Hala does not open them.

I’m pregnant. Can I carry on with my laser sessions?

I’ll pass this to our team. If it’s urgent, please call clinic number or 112. Fixed message · sent at once

A staff member replies from the dashboard. Hala adds no advice of its own.

04 Draft · waits for staff

Hala answers

Everyday questions, from your own facts: prices, opening hours, parking, how to prepare, and bookings.

How much is a HydraFacial?

A HydraFacial is your price. Would you like me to find you a time? Draft · waiting for staff

In Assist mode, the reply waits until a staff member approves it. If a price is not in your list, Hala gives your number instead of guessing.

Fixed messages are written in advance, in Gulf Arabic and English. They are never the AI’s own words, and they go out at once, even in Assist mode. Complaints, unclear messages and anything else Hala should not answer go to your staff too.

Your clinic’s doctor confirms where each line falls, in writing, before Hala talks to real patients.

Booking

Two ways to book. You choose.

Some clinics want every booking made by phone. Others want Hala to offer times. Either way, nothing is booked without your team.

Option 1

By phone

Hala replies with your booking number, and your team books in your own diary, as it does today.

  • Never offers times
  • Never says anything is booked
  • Nothing to change in how you book

Can I book a consultation for Thursday?

We take bookings by phone. Please call us on clinic number. Draft · waiting for staff

Option 2

Hala books, your staff approve

Hala offers free times from its built-in calendar. When the patient picks one, the request waits for a staff member. Only after approval is it booked and confirmed.

Can I see the doctor about my acne on Thursday evening?

On Thursday we have 5:00 pm or 6:00 pm with Dr Sara. Which suits you? Approved by staff · sent

5 please

Your booking request is with our team: Dermatology consultation, Thu 15 Oct, 5:00 pm, with Dr Sara. They will confirm it shortly. Approved by staff · sent

Booking request · Thu 15 Oct, 5:00 pmDermatology consultation · waiting for staff approval

Booking approved by staff

Your booking is confirmed: Dermatology consultation, Thu 15 Oct, 5:00 pm, with Dr Sara. Sent after approval

Example conversations, for illustration. Not real patients.

Either way

  • The time offered is the time booked. Hala checks that the exact time is still free before it asks your staff to approve it.
  • Changes and cancellations wait too. Moving or cancelling a booking also needs a staff member’s approval.
  • Consultation first. For treatments your clinic marks this way, such as filler or laser, Hala books the consultation, not the treatment.
  • Your diary stays the reference. Hala uses its own simple calendar, so staff can check your usual diary before approving. Links to other calendar systems are planned.

Your staff stay in control

People decide. Hala drafts.

Every business starts in Assist mode. This is what your team can do today, and what is still to come.

Today

  • Approve or reject each reply Hala writes, before it is sent.
  • Approve every booking, change and cancellation.
  • Read every conversation, and reply to the patient yourselves at any time.
  • See what is waiting for staff in the Inbox, with the reason it was passed on.
  • Each person signs in with their own login. Owners change prices and settings; staff handle approvals and replies.
  • Every approval is recorded with who made it.

Planned, not built yet

  • Alerts to staff phones for emergencies and handoffs. For now, staff watch the Inbox.
  • A pause switch, to stop Hala’s replies at once.
  • Editing a draft before approving it. For now, staff reject it and write their own reply.

Data and privacy

Your patients’ messages, handled with care.

In plain words, this is what happens to the messages Hala sees.

Your data

  • Yours, and kept separate. Your business owns its data, and it is kept apart from every other business’s data.
  • Deleted on your schedule. Message text is deleted automatically after a period your business sets.
  • Not sold, not used for training. We do not sell data, and we do not use WhatsApp messages to train AI models.
  • No health profiles. Hala does not keep a long-term record of anyone’s health.
  • Photos stay unopened. At clinics, Hala does not open photos or files. It asks patients not to send them and passes the message to your team.
  • Your number stays yours. Your WhatsApp Business account and number stay in your business’s name. Meta charges you directly for WhatsApp messages.
  • Providers named first. Before Hala talks to real patients, our Privacy Policy will name the companies that host and process its data.
Read our Privacy Policy How to delete your data

Tested safety

We test the emergency check. Here are the latest results.

Safety-check tests · 13 Oct 2026

No emergencies missed in our latest tests.

We test the check with messages written the way people really write, in Gulf Arabic and English. In the latest runs, with the AI model Hala uses today, it caught every emergency. These are test results, not a guarantee, which is why every medical question still goes to your staff.

test messages
210
were emergencies
103
emergencies missed
0
  • Skin clinics and other businessesMessages to a skin clinic, and to others such as dental clinics, gyms, spas and restaurants 120 messages · 60 emergencies · 0 missed
  • After a skin treatmentBleeding, infection, fever, healing and reactions after laser, skin surgery and injections 90 messages · 43 emergencies · 0 missed

It was over-cautious once: it flagged a message about an infection after a procedure as an emergency, where calling the clinic was the right route.

If the AI model can’t be reached, simpler keyword rules decide, and they catch fewer emergencies. We run these tests again when the check or the model changes.

How a pilot runs

Step by step, with your team. No real patients until your doctor signs.

This is how we run a pilot at a clinic. Our first, with a dermatology clinic in Kuwait, is in preparation.

  1. About a week

    Role-play

    Your doctor and receptionist chat with Hala in the dashboard’s test chat, using your real services, prices and hours. No patients.

  2. A staff-only number

    Your staff message your WhatsApp number themselves, from start to finish, the way patients will. Still no patients.

  3. Written sign-off

    Your doctor confirms in writing where the safety lines fall and what the fixed messages say. Our Privacy Policy names the companies that host and process the data.

    Real patients only after this step

  4. Two weeks or more

    Approval on everything

    Real patients, in Assist mode: staff approve every reply Hala writes and every booking, while fixed safety messages still go out at once. We track approval times, rejections, false alarms and missed handoffs.

  5. More only in writing

    Hala does more on its own only if your doctor signs off in writing, against criteria agreed before step 4. Bookings still wait for your staff.

Contact

Ask about a pilot.

Tell us about your clinic or business, and ask us anything about Hala. Write to us or call.

Emailinfo@basirahkw.com Phone+965 6513 7575 Basirah · بصيرة · Kuwait