Automatic messages to clients¶

Besides replying when a client writes, Wably sends some messages on its own. You'll find them all here, in one place. Almost all of them are turned on and off from the Home page of the dashboard.

All messages at a glance¶

Confirmation email¶

When the client books, moves or cancels an appointment with the assistant, they get an email with the details. The booking email also includes the appointment to add to their calendar. It is only sent if the client gave you their email address.

Day-before reminder¶

It goes out the day before the appointment, at 9:00, 11:00 or 17:00: you choose the time. There are two types:

• Alert: it only reminds the client of the appointment.
• Confirmation: it reminds the client and has two buttons, to confirm or to ask to move it.

The buttons on the reminder with confirmation¶

With the Confirmation type, the client finds two buttons under the reminder.

• Confirm: the confirmation is recorded. The appointment stays as it is and nothing changes in your calendar.
• Reschedule: the assistant offers the client new times in the same chat. When the client picks one, it moves the appointment in your Google Calendar. Until they choose, the appointment stays where it is.

If the client doesn't tap either button, nothing happens: the appointment stays in your calendar. Wably never cancels an appointment because the client hasn't confirmed.

The client's reply shows up in their chat, in the WhatsApp Business app: that's where you see who has confirmed.

For appointments you add by hand to your calendar, the reminder only goes out if the event contains the client's name and number. See Appointments added by hand to your calendar.

Second reminder on the same day¶

It goes out 2, 3 or 4 hours before the appointment. It is always a simple notice, with no buttons. It never goes out before 7:00 in the morning, and it doesn't go out if the appointment is less than an hour away.

Review request¶

It goes out only once per client, after their first appointment. You choose the channel (email, WhatsApp or both) and how long after: 3 hours, 1 day, 2 days or 3 days. It never goes out at night: only between 8:00 and 21:00. You need the review link, which you enter in Info & services.

Follow-up¶

It writes to clients who haven't booked for a number of weeks you choose, and suggests a new appointment. It goes out only once, between 10:00 and 19:00, and not if the client already has an appointment in your calendar. If the client replies on WhatsApp, the assistant offers them times and books.

Reply to voice notes and photos¶

For now the assistant only reads written messages. When a client sends a voice note, a photo, a video or a document, it replies that you will see them in the chat and invites them to write their request. See Clients' voice notes, photos and documents.

Courtesy message¶

If a safety limit is reached, for example the daily message limit, the assistant stops. Anyone who writes at that moment receives only once a message inviting them to contact you directly.

How much they cost¶

WhatsApp messages are billed by Meta, directly to your business account, not by Wably. Reminders cost less. The review request and the follow-up cost more, because Meta treats them as promotional messages. Emails cost nothing. Rates and calculator on Plans and pricing.

What is not sent automatically¶

When you move or cancel an appointment yourself in Google Calendar, the client receives nothing. See Move or cancel an appointment.

Frequently asked questions¶

Can I see the messages my clients receive? Yes. You'll find the WhatsApp ones in the client's chat, in the WhatsApp Business app.

Can I change the text of the messages? No, the texts are prepared by Wably. You choose whether to send them, when and on which channel.