What it does
- Appointment confirmations - Send booking details via WhatsApp
- Reminders - Automated reminder messages before appointments
- Follow-ups - Post-appointment check-ins
- Two-way messaging - Customers can reply to messages
Setup
Message types
WhatsApp messages for different scenarios:| Scenario | Message content |
|---|---|
| Confirmation | Appointment details, date, time, address |
| 24h reminder | ”Your appointment is tomorrow at 2pm” |
| 1h reminder | ”Your appointment starts in 1 hour” |
| Follow-up | ”How was your appointment? Leave a review” |
| Reschedule | ”Need to change your appointment? Click here” |
WhatsApp Business requirements
WhatsApp Business API requirements:- Business account - Personal accounts don’t work
- Verified number - Phone number must be verified
- Message templates - Pre-approved templates for business messages
- Compliance - Messages must follow WhatsApp policies
Template approval
WhatsApp requires template approval for business messages:- Create message templates in CallDesk
- Templates are submitted to WhatsApp for approval
- Approved templates can be used immediately
- Typically takes 24-48 hours
Two-way messaging
When customers reply to WhatsApp messages:- Replies appear in CallDesk
- AI can respond to common questions
- Complex issues escalate to your team
- 24-hour window for free-form responses
Requirements
- WhatsApp Business account
- Verified business phone number
- WhatsApp Business API access
- Template approval (1-2 days)
Troubleshooting
Messages not sending
Messages not sending
Check that your templates are approved and the customer’s number is valid.
Template rejected
Template rejected
Review WhatsApp’s template guidelines. Avoid promotional language in transactional templates.
Customer not receiving
Customer not receiving
The customer must have WhatsApp installed and their number must be registered.
Connect WhatsApp
Set up the integration now