How should an IVF clinic answer an enquiry from abroad?
Reply in the patient's language, on the channel they used, and ask the questions that decide whether you can treat them.
Who should reply?
Someone who speaks the patient's language, since ESHRE advises not to treat a patient when a reasonable understanding cannot be guaranteed (ESHRE good practice guide, 2011).
Can you reply on WhatsApp?
Yes, if they gave you their number and agreed to hear from you, and after 24 hours without a message from them only approved templates can be sent (WhatsApp Business Messaging Policy).
Can you discuss treatment there?
WhatsApp forbids sending or asking for health information where the law requires systems with stricter safeguards, so check what your law requires.
What should the first reply do?
- Answer their question.
- Ask about treatment, age, budget, travel and timing.
- Offer a date for a first consultation.
Is the enquiry health data?
Treat it as health data, see GDPR when a third party books your patients.
Want appointments that show up and match your criteria?
See if your clinic qualifies →Sources
- Shenfield F et al. ESHRE's good practice guide for cross-border reproductive care for centers and practitioners. Human Reproduction, 2011. doi.org/10.1093/humrep/der090
- WhatsApp Business Messaging Policy, last updated 23 September 2026. Read 14 October 2026. whatsappbusiness.com