Virtual Assistant
When an assistant replies to you
On WhatsApp, you may receive replies from an automated assistant that helps us respond more quickly. Here we explain what it is for, what its limits are, and how to ask to be helped by a person.
We always let you know
When a reply comes from the assistant, we let you know at the start of the conversation. It does not pretend to be a person or a physician (Law 8239, art. 2.b).
How it can help you
- It answers general questions about the clinic: hours, location, what the consultation involves and what services we offer.
- It helps you request, confirm, reschedule or cancel an appointment.
- It sends you appointment reminders.
- It transfers your conversation to a member of our team when needed.
What the assistant does not do
- It does not diagnose, prescribe or tell you which treatment to have. Only a physician can do that, in a consultation (Code of Medical Ethics, art. 171).
- It does not promise results.
- It does not handle emergencies. If you have an emergency, call 911.
- It does not make decisions about your care or about charges. Those decisions are always made by a person.
How to talk to a person
If you prefer to talk to a member of our team, ask at any time and they will continue the conversation during business hours: Monday to Friday, 8:00 a.m. to 6:00 p.m., and Saturdays, 8:00 a.m. to 1:00 p.m. Outside those hours, we will reply during the next business hours. You can also call our main line at +(506) 4070-2045.
What information not to share yet
Before you give us your authorization to process health data, we ask that you do not send photos, diagnoses, test results or details about your health. The assistant will ask for that authorization before any question about your health, and you may refuse. Even so, you can book your consultation and discuss it with the doctor in person (Law 8968, arts. 5 and 9).
Who processes the conversation
- The conversation passes through the WhatsApp platform and the assistant's platform, which act as data processors: they process your messages only on behalf of Clínica Thuel and following our instructions (Regulation 37554-JP, arts. 29–31).
- These providers' servers may be located outside Costa Rica.
- We do not use your conversations for advertising.
- You have the right to know which system processes your data and how (Law 8968, art. 7.1.d). If you would like more details, write to us at consultas@clinicathuel.com.
You will find more information in our privacy policy.
Last updated: October 12, 2026.