Send booking messages and reminders

Bookings prepares a message each time a booking is received, confirmed, moved or cancelled, before each visit as a reminder, and after a visit. You choose the timing and the words; your team sends the WhatsApp messages from a queue.

Before you start

• You need the right Set up bookings for the settings, and Manage bookings to send messages.

Steps

To set up reminders:

1. Open Booking settings and go to Messages to send.
2. Tick the box at the top that switches reminders on.
3. In Minutes before the visit, separated by commas, type when reminders go out, for example 1440,120 for a day and two hours before.
4. Set Quiet hours start (minutes after midnight) and Quiet hours end (minutes after midnight), for example 1320 and 480 for 22:00 to 08:00.
5. Open a message type to change its text. You can use the placeholders customer, shop (your organisation's name), time, services, link and deposit. Leave it blank for the standard message.
6. Select Save.

To send the day's messages:

1. Open Bookings → View → Messages to send.
2. Select Send due messages to prepare the messages that are due.
3. For each message, select Open WhatsApp message. WhatsApp opens with the text filled in; send it.
4. Back in Kluvan, select Mark as sent.

Good to know

• Message types: booking received, confirmed, reminder, rescheduled, cancelled, deposit due, waitlist offer, "we missed you" after a missed visit, thank-you with a feedback link, an invitation to book again, and a birthday greeting.
• Nothing is sent during quiet hours. Before a message goes out, Kluvan checks again that the booking still stands and the customer has not opted out.
• WhatsApp messages are links someone on your team opens and sends. Kluvan does not send WhatsApp or SMS by itself.
• E-mail to customers with an address depends on your organisation's mail set-up and has not yet been verified end to end. Check that customers receive it before you rely on it.
• On a customer's booking record (Bookings → View → Customers), tick Do not send messages to stop messages, or Block online bookings. Add a Birthday for the birthday greeting.
• The invitation to book again uses Invite to rebook after weeks on each service. See Add services, rooms and bookable staff.
• Customers can also opt out from their booking link.