# Booking Abandoned Automation ### Overview Booking abandonment happens when a customer starts the booking process but doesn’t complete it. To bring them back and recover lost revenue, you can set up an automated WhatsApp/SMS reminder using the **Booking Abandoned Automation**. {% hint style="info" %} **Note:** If the customer does not complete the checkout within 60 minutes of initiating a booking, it is considered abandoned. The reminder message will be sent automatically once the automation is turned on. {% endhint %} ### Use Case Example **Business Type:** Yoga Studio\ **Scenario:**\ A customer named **Arun** started booking a **Yoga Class** on **23rd November**, but didn’t finish the booking. **Goal:**\ Send him a friendly WhatsApp reminder to complete the booking and offer support if needed.
### Steps involved in setting up an Automated Workflow {% hint style="info" %} If you have already set up the WhatsApp / SMS template for the **Booking abandoned** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-to-the-automated-workflow). {% endhint %}
A.1.Setting up WhatsApp Template 1. **Navigate to WhatsApp Templates**

Step 1 : Navigate to WhatsApp Templates

1\. Go to **Templates > WhatsApp** in the Mercuri CX dashboard. 2. Click **Create Template**. 3. Select the **WhatsApp Account** that will be used to send out WhatsApp messages. 4. **Configure Template Details**
**Fill in the basic template info:** * **Template Name:** `bookings_abandoned` (Use an easy name to identify later) * **Language:** `English` (or as per your customer base) * **Category:** `Marketing` [\[ *Understand the different categories of WhatsApp templates*\]](https://docs.mercuri.cx/features/automations/automated-workflow-for-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category) 3. **Fill Template Components** **Header (Optional):**
* In the **Header** section, choose the type of media you want for the header. * From the dropdown, select **Text** (since we want to display a text-based header). * Enter the text for your header. * To make it dynamic, use **variables (`{{1}}`, `{{2}}`, etc.)** so that the header automatically changes based on customer or service details. 👉 Example:\ `Complete Your Booking {{1}}` Here, `{{1}}` will be replaced with the service title (e.g., "Yoga class"). * Scroll to **Samples for header content**. * For each variable, provide a: * **Value Type** → e.g., Service Title * **Sample Value** → e.g., Yoga class This helps Meta review and approve your template by understanding how variables will be used. *Note: Headers can contain only one variable if needed* [\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/features/automations/automated-workflow-for-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-2.-template-header) **Body:**
1. Add the message content in the **Body** section of the template. 2. To include dynamic information like customer name or service title, use the **"Add Variable"** button located at the right end of the Body field. ***Sample message :*** ``` Hi {{1}}, We noticed you started booking {{2}} on {{3}}, but didn't complete it. We don't want you to miss out! If you need any assistance or have questions, we're here to help. Just reach out to our team or click the link below to complete your booking: Looking forward to serving you soon!ice website. ``` **Variables** : Add a variable value to the corresponding placeholders with a sample value Note: Each `{{ }}` It is a placeholder that gets replaced dynamically during automation: * `{{1}}` → Customer name * `{{2}}` → service Title * `{{3}}` → Start Date and Time Note: Assign sample values for each variable before submitting for approval. **Add Complete Booking Button :** 1. Click the **Add Button** > select **Visit Website** 2. Configure details for the Call to Action section as follows: * **Type of Action:** Visit Website * **Button Text:** `Complete Booking` * **URL Type:** `Dynamic` [*\[*Click here to learn more about the types of URLs.*\]*](/features/templates/whatsapp-templates/understand-whatsapp-template-components.md#different-url-types-in-call-to-action-buttons) * **Website URL :** `https://yourstore.com/checkout/{{1}}` 3. Under **Sample URL Setup**: * **Variable value:** `Booking Checkout Link` * **Sample text:** `https://yourstore.com/checkout/12345`*(Example of tracking link for template approval)* * Click on **Create template** after filling in all the required details. [*\[Know more about the different buttons available in templates\]*](https://docs.mercuri.cx/features/automations/automated-workflow-for-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-3.-template-buttons)
A.2.Setting up SMS Template 1. Go to the **Templates** section in the left-hand menu of the Mercuri dashboard, and select **SMS**. 2. In the top-right corner, click **Create Template** to begin. **3. Fill in Template Details** You’ll be directed to the SMS template creation form. Fill in the following: * **Template Name**: Enter a short, descriptive title so it’s easy to identify the purpose of the message. **Example** ``` booking abandoned ``` * **Template Text**:\ Craft a clear and concise message (within 160 characters). You can personalize it using dynamic variables.
* Click the **Add Variable** button in the bottom-right corner of the body section to insert placeholders. **Example:** ``` Hi {{1}}, you started booking your {{2}} on {{3}} but didn’t finish it. Don’t miss your spot! Complete your booking here: {{4}}. For help, reply to this SMS. ``` **4. Variable Mapping** Map each `{#var#}` to the actual data fields, like **customer name** , **service title, start date and time , booking checkout link.** **5. Preview** View the **SMS Preview** to see how the final message will appear to customers. **6. Save the Template** Click **Create** to save your SMS template. It will now be available to use in campaigns, automations, or workflows.
### B. Adding the WhatsApp / SMS template to the Automated workflow * Go to the **Automation** section in the dashboard. * Click on **Create Automation**. * Choose the **automation type** as `Booking abandoned` from the list. * Select the preferred communication channel as **WhatsApp/ SMS** for delivering the automated message. * Choose the approved `bookings_abandoned` template that we created in earlier steps. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.mercuri.cx/features/automations/automated-workflow-for-booking-related-events/booking-abandoned-automation.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.