WhatsApp automation
WhatsApp replies and booking automation for routine customer requests
WhatsApp replies and booking automation can handle agreed routine questions, appointment requests and confirmations, with a hand-off route for staff. The workflow follows the applicable platform rules.
WhatsApp replies and booking automation: what the service covers
A clinic may receive repeated questions about services, opening hours and available appointments. Staff can answer these manually, but customers may need to wait outside office hours.
We configure the bot to answer agreed routine questions and pass other requests to staff, subject to system connectivity and channel rules.
What the bot does
- Answers repeat questions: opening hours, address and map, services, and what the customer should prepare before a visit. You write the answers, and we arrange them as menus and buttons the customer taps.
- Books: asks for the service, day and time, shows free slots, confirms the booking and sends a confirmation.
- Reminds: a message a day or a few hours before the appointment, with a button to confirm or cancel at a time you agree.
- Collects details: name, service wanted and reason for contact, arriving with your team in order instead of as a long chat.
- Hands over to a person: a word such as “agent”, or a question the bot does not know, opens the chat to a human who continues where the bot stopped.
- Follows up after the service: a thank-you or a review request after the visit, where it is in scope.
How it works underneath
Meta provides an official interface called the WhatsApp Business API. We build the bot on it, so it runs on your business number rather than a personal account at risk of being blocked. There are rules to respect, and we design them in:
- A business can reply within the period allowed by WhatsApp’s current messaging rules.
- After that, only message templates approved in advance by Meta can be sent, such as an appointment reminder.
- The customer must have agreed to receive your messages.
We configure the flow to follow these rules. Meta can change its messaging policies, so the setup should be reviewed against the current requirements.
Who benefits
- A dental or dermatology clinic: booking, reminders and questions about preparing for a session.
- A salon or beauty centre: booking by service and by staff member.
- A services or real-estate office: collecting the customer’s details and passing them to sales. See CRM implementation.
- A restaurant or service company: answering daily enquiries and passing special requests to staff.
For the clinic workflow in detail, read WhatsApp booking for clinics.
Connecting it to your other systems
A bot that collects bookings only inside a chat creates new manual work. So we connect it to what you use: a booking calendar, a booking system, or a CRM that records the customer and their message history. The connections included in your project appear in the written quote.
An AI assistant or a rule-based bot?
A rule-based bot follows a path you define: menus, buttons and written answers. It suits booking and fixed questions, and behaves predictably. An AI assistant answers in free text from your company information and suits varied questions. You may combine them. Read about the AI assistant and compare.
How we work
- A 20-minute call. Which questions repeat most, how you book now, and who replies.
- A written quote. It sets the scope and timeline.
- Writing the conversations. We draft answers, buttons and reminder messages with you in your business’s voice.
- Testing on a test number. You and your team try every path and we adjust.
- Go-live and handover. We connect your number, watch the first days, and show you how to change replies.
What we need from you
- Your fifteen most frequent questions and their answers.
- Opening hours and your current booking calendar.
- A WhatsApp number dedicated to the business, or a decision to create a new one.
- Who receives handed-over chats, and in which hours.
The written quote
The written quote sets the scope: the paths we build, the connections and the number of reminder messages. The timeline appears once we know the volume of conversations.
Frequently asked questions
Usually yes, because a number registered on the official business interface cannot run in the ordinary WhatsApp app at the same time. We discuss it on the call and suggest what fits your number.
Yes, by connecting it to a calendar or booking system. It shows free slots, confirms the booking and sends the confirmation. The limits of the connection are stated in the quote.
It apologises and offers the menu again, or hands the chat to a person, depending on how we set it with you. We do not leave a customer stuck in a loop of wrong answers.
Yes, through message templates approved by Meta. We write the template with you and submit it for approval, then the system sends the reminder at the right time.
It depends on the number of paths, connections and message volume. We set the timeline in the written quote after the call.
