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.
Guest support: The Guest Booking feature is currently unavailable within the WhatsApp Flow.
How to Use WhatsApp Flows for Appointment Booking
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.
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.
Sending the WhatsApp Flow from Workflows:
Option 1: Using a WhatsApp Template
Go to 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)
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
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.
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.
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.
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.
What limitations should I be aware of?
WhatsApp Flows currently do not support payment processing, recurring events, or custom fields for appointment booking.