When an appointment is booked, the customer gets up to three notices: a confirmation email with the calendar invite, an email reminder 30 minutes before and, if you set it up in the appointment type, a WhatsApp confirmation message hours before the visit. The WhatsApp message is a Meta-approved template, because it's almost always sent outside the 24-hour window.
WhatsApp confirmation
- 1
Open the appointment type
In Calendars → Appointment types, edit the type.
- 2
Turn on the Confirmation message
Pick an approved template. It's required while the message is on; if you don't have one, use Create template.
- 3
Choose when it goes out
Under Confirmation timing, pick Flexible — 2h before, Moderate — 24h before or Strict — 48h before, or Or customize (hours before).
- 4
Use variables
The template can include the contact's name, the host's name, the day, the time, the appointment type, the Meet code and the contact's local time.
If the send time has already passed when the appointment is booked (for example, an appointment an hour away with a 24 h confirmation), the confirmation goes out right away. For appointments the agent books in the chat, it's skipped in that case.
Emails
- Every contact with an email gets a confirmation email with a calendar file to add the appointment.
- Every contact with an email gets a reminder 30 minutes before the appointment, for every appointment type.
- If the appointment has Google Calendar guests, Google also sends its own invite.
After the appointment
With the appointment type's Post-sale message, you send a template automatically when someone on the team marks that the customer attended. See Team availability and attendance.