WhatsApp Flows: In-app Appointment Booking

The WhatsApp Flows feature offers businesses an innovative way to create interactive, guided conversations within WhatsApp for processes like appointment booking. With a user-friendly interface and intuitive guided steps, businesses can enhance engagement, simplify scheduling, and minimize drop-offs by allowing customers to book appointments directly within WhatsApp.

Key Features and Benefits:

• Interactive Conversations: With structured, step-by-step flows, users are guided seamlessly through each part of the booking process, making it easy for customers to follow along without needing additional support.
• Free service Conversations: The first 1,000 service conversations for appointment booking using WhatsApp Flows are free each month, making it a cost-effective solution to enhance customer engagement without immediate additional expense.
• Calendar Integration: Real-time syncing with calendar tools ensures customers only see available times, preventing booking conflicts.
• Pre-filled Information: Essential customer details like name, email, phone number, and time zone are pre-filled, saving time and reducing the effort needed from the customer.
• Within WhatsApp: Keeping the booking process within WhatsApp reduces the chance of drop-offs, creating a familiar and comfortable experience.
• Enhanced Efficiency: The booking process operates quickly and smoothly within WhatsApp, resulting in lower load times compared to redirecting to external sites.

Important Notes

• Payment Limitations: Calendars with enabled payments are not supported, as WhatsApp does not currently process payments.
• Recurring Calendar Events & Custom Fields: Only default form fields are supported therefore custom fields must be managed manually and recurring calendar events are currently not supported. Collective and Class booking Calendars are not supported
• Guest support: The Guest Booking feature is currently unavailable within the WhatsApp Flow.

How to Use WhatsApp Flows for Appointment Booking

1. Setting Up the Flow:
   • Navigate to Settings > WhatsApp > Flows.
   • Select “Create New Flow,” enter a flow name, and pick a calendar for the appointments.

• Arrange the default fields required for booking (e.g., time slots, duration).

• Customize the header, body, footer, and button text, then click “Publish” to finalize.

Note: Calendars with payments enabled are not compatible with WhatsApp flows, as WhatsApp currently lacks payment capabilities.

1. Sending the WhatsApp Flow via Templates:

• Go to WhatsApp > Templates and select “Create Template.”

• Name your template, choose its category and language, and then fill out the header, body, and footer sections.

• Add a button, select “Flow,” and link it to the appointment booking WhatsApp Flow.

Note: Recurring calendar events are currently not supported.

1. Sending the WhatsApp Flow from Workflows:

• Option 1: Using a WhatsApp Template
  • Go to Marketing & Sales > Automations > Create Workflow > Start from Scratch.

• Choose the appropriate Trigger, select the “WhatsApp” action, and choose the template with the appointment booking flow.

• Option 2: Within an Open Conversation (Customer Service Window)

This is beneficial if the customer sends you a message; for the next 24 hours, the utility messages will be free, meaning you won’t be charged for sending the WhatsApp flow.

• In a new workflow, select the “WhatsApp: Customer Service Window Check” action.

• Under the Open branch, add “WhatsApp: Send Flows” and select the WhatsApp Flow.

• When you are done, Publish and save the Workflow.

FAQs

1. How do I send a WhatsApp Flow for appointment booking?
   • You can send a WhatsApp Flow using either a template in a workflow or directly within an open conversation using the Customer Service Window.
2. How can I personalize the appointment booking experience?
   • Use default form fields for customer details, which are automatically pre-filled. Customize template variables to match customer preferences, offering a tailored experience.
3. What are the key benefits of using WhatsApp Flows for appointment booking?
   • By handling the booking directly within WhatsApp, the process is smoother and more engaging. Pre-filled customer details and step-by-step guidance also increase completion rates.
4. Are there costs associated with sending WhatsApp Flows?
   • The first 1,000 service conversations for appointment booking are free monthly, after which standard rates apply.
5. What limitations should I be aware of?
   • WhatsApp Flows currently do not support payment processing, recurring events, or custom fields for appointment booking. Collective and Class Calendars are also not supported.