70%
75–85%
3
From a lean support team to an AI-powered operation
HealGreen, a leading German telemedicine platform for medical cannabis, migrated from Intercom FinAI to the Typewise AI Agent Platform. Within days of going live, the team reached 70% AI coverage across email, chat and WhatsApp, with an end-to-end resolution rate of 75 to 85% depending on channel and patient intent. The keys: the Nova AI Operator for intelligent onboarding and continuous improvement, open connectivity via MCP, and the Typewise AI Companion supporting human agents on complex tickets.
About HealGreen
Based in Hamburg, HealGreen is a telemedicine platform that simplifies access to medical cannabis in Germany. It runs a fully digital, paperless process connecting over 120,000 patients with experienced doctors and a nationwide network of licensed partner pharmacies. The service includes online medical questionnaires, digital prescriptions and 24-hour express delivery, rated 4.52/5 on Trusted Shops across 1,800+ verified reviews. Operating with a lean support team in a highly regulated environment, every tool in their stack has to deliver maximum efficiency, discretion and reliability.
The challenge: siloed channels, rigid AI, growing expectations
As HealGreen expanded patient communication to include email, chat and WhatsApp, the limits of their previous Intercom FinAI setup became clear. The tool lacked the omnichannel orchestration and integration flexibility a modern telemedicine platform needs.
The team faced three compounding problems. Channel fragmentation meant WhatsApp, email and chat ran in separate silos, making it impossible to see the full context of a patient's journey. Integration rigidity prevented them from connecting their dynamic knowledge sources and databases directly into the AI's reasoning layer, forcing agents to look up information manually. And workflow inflexibility made it hard to design nuanced, hybrid interactions where AI handles routine inquiries and escalates to a human when the situation demands it.
“Once you offer WhatsApp as a channel, clients naturally expect more than just inbound messaging. They want a seamless experience. We needed a platform that could orchestrate all our channels intelligently.”
The solution: Nova, open connectivity and hybrid workflows
HealGreen chose the Typewise AI Agent Platform as their new foundation for client service. The migration from Intercom was driven by three capabilities that set Typewise apart.
Nova, the proactive AI operator. Standing up a new AI platform is usually a heavy IT lift. HealGreen used Nova, Typewise's AI Operator, which made onboarding fast and intelligent by autonomously reading existing documentation and configuring the initial AI agents. Post-launch, Nova provides continuous, proactive improvements, spotting knowledge gaps, suggesting new routing rules and fine-tuning agent instructions without manual intervention from the team.
Open connectivity via MCP. Native support for the Model Context Protocol let the team connect their Notion workspaces, website FAQs and databases directly to the platform. When a patient asks a question, the AI agent fetches the latest information in real time, delivering accurate, context-aware answers and eliminating the manual-lookup bottleneck.
Hybrid smart workflows. AI agents handle the majority of inquiries end to end. For complex or sensitive cases there is no hard handoff. The AI can pause at any point and ask a human for input, approval or a judgment call, then take the case straight back to continue. The Typewise AI Companion works alongside the agent in the inbox, drafting responses, surfacing relevant policies and translating messages on the fly, while the agent keeps full control. The result is genuine symbiosis, not a relay race.
GDPR-compliant by design. For a telemedicine platform handling sensitive patient data, meeting all German data-protection requirements under the GDPR (for both the AI tools and WhatsApp) was non-negotiable, and a key factor in the decision to migrate. Nova adds a further layer of confidence by proactively flagging and improving GDPR-critical settings, so compliance is a continuously maintained standard rather than a one-time setup.
“The ability to connect our existing systems and databases directly with Typewise was a game-changer. Nova, the AI Operator, made the onboarding incredibly fast, allowing us to go live in days.”
The results: 70% AI coverage, live in days
The impact of the migration was immediate. Driven by the Nova AI Operator, HealGreen went from contract to live in days, not weeks.
- 70% AI coverage: seven of ten incoming inquiries across email, chat and WhatsApp are now handled autonomously by AI agents.
- 75 to 85% end-to-end resolution: depending on channel and patient intent, the vast majority of AI-handled tickets are fully resolved without human intervention.
- 3 channels, 1 platform: email, chat and WhatsApp are orchestrated centrally, giving a lean team the leverage of a much larger support organisation.
- Continuous improvement: Nova actively monitors performance and suggests ongoing refinements, so the system gets smarter over time.
Looking forward
With a stable, high-performing AI orchestration layer in place, HealGreen is well positioned to scale client service alongside platform growth. The team is exploring deeper WhatsApp integrations for proactive patient engagement, including prescription reminders and updates, confident their Typewise infrastructure can handle the expanding scope. Their story reflects a principle that holds across Typewise's most successful deployments: the most powerful client service is neither purely automated nor purely human, but a deliberate symbiosis where AI handles the volume, the AI Companion assists the humans, Nova optimises the system, and open connectivity keeps everyone working with the best possible information.
