Medon Pharmacy sends every WhatsApp chat to the nearest branch

Medon Pharmacy started as a single neighbourhood pharmacy in the UAE in 2012 and has grown to more than 60 branches spread across all seven emirates, some of them open around the clock. It also delivers, with licensed pharmacists behind the service.

A customer messaging a pharmacy usually wants one of two things: an answer, or the nearest branch. With that many locations, Medon had plenty of both to offer. The difficulty was connecting the two quickly enough to matter.

Customers often couldn't tell which branch was actually closest to them. Discounts and promotions weren't centralised, so an offer at one branch might never reach someone who usually shopped at another. Feedback collection was inconsistent: a few visits led to a review, most simply ended. Gallabox's page is careful to say the branches themselves were ready to help. The gap was in getting the right customer to the right branch at the right moment.

Medon wanted one system that could send a conversation straight to the nearest branch, automatically, and make sure it never sat unanswered just because that branch was busy.

Every branch, including the 24-hour locations and the central customer relationship team, now works from one shared WhatsApp inbox. Automatic assignment connects each customer to the branch closest to them, and a nearby-branch finder works inside the chat, so nobody has to phone around.

If a branch agent doesn't respond within a minute, the conversation is reassigned automatically to the central team or the 24-hour support team instead of waiting.

Broadcasts send medicine discounts and promotions to customers of every branch at once. Structured replies cover pricing, product descriptions and everyday questions. After a visit, an automated message shares a Google review link while the experience is still fresh.

Gallabox's page reports a 70% rise in customer satisfaction, a 60% improvement in customers finding the nearest branch accurately and 45% faster responses across branches. Each figure appears in both the summary cards and the results, and the page explains them simply: a conversation now reaches whoever can actually reply, branch discovery happens in WhatsApp rather than by phone, and the experience feels the same whichever branch a customer reaches.

The results section adds gains in engagement with discounts and offers and in the number of Google reviews, crediting promotions that now reach every branch's customers and review requests that arrive right after a visit.

Pharmacy and retail chains in Kuwait, with branches spread across the governorates and some open through the night, face the same routing problem. Ask for the customer's location pin or area first, send the chat to the nearest branch, and set a short timeout that moves it to a central or night team; business-hours rules come with Gallabox's Essential plan and holiday schedules with Advanced. Keep medical questions with pharmacists rather than a bot, and send offers only to customers who opted in: from 1 October 2026 each marketing message to a Kuwait number costs $0.0792, and a review request sent as a template is charged per message as well.