# Booking Canceled Template ### Use Case: Customer Cancels a Reservation or Appointment When a customer cancels a reservation or appointment, sending a quick WhatsApp / SMS notification can confirm the cancellation and let them know about rescheduling options. ### Steps involved in setting up an Automated Workflow {% hint style="info" %} If you have already set up the WhatsApp / SMS template for the **Booking Canceled** 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**

Step 2 : Confirm Template details

**Fill in the basic template info:** * **Template Name:** `booking_canceled_template` (Use an easy name to identify later) * **Language:** `English` (or as per your customer base) * **Category:** `UTILITY` (since it’s an informational message) [\[ *Understand the different categories of WhatsApp templates*\]](https://docs.mercuri.cx/features/automations/automated-workflow-for-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-1.-template-category) 3. **Fill Template Components**

Step 3 : Template Components

**Header (Optional):** *Note: Headers can contain only one variable if needed, but in this case, a fixed title is considered.* 1. **Type:** Text 2. **Example Text:** `Booking Cancelled` [\[*Click here to explore different media that can be added to the header* \] ](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 order ID or customer name, use the **"Add Variable"** button located at the right end of the Body field. ***Sample message :*** `Hello {{1}}, your booking for* {{2}}* on`` `*`{{3}} at {{4}}`*` ``has been cancelled as per your request.` `If you'd like to reschedule, please visit our website or contact us.` \ `We hope to serve you soon.` **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 name * `{{3}}` → Start Date and Time * `{{4}}` → Location Note: Assign sample values for each variable before submitting for approval. 3\. Click on **Create template** after filling in all the required details. ### 4. Add a Visit Website and Contact Us button

Adding Buttons

[*\[Know more about the different buttons available in templates\]*](https://docs.mercuri.cx/features/automations/automated-workflow-for-booking-related-events/pages/y1Hhk9EVYdDwzdINHEqz#id-3.-template-buttons) **Visit Website 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:** `Visit Website` * **URL Type:** Static[ *\[*Click here to learn more about the types of URLs.*\]*](/features/templates/whatsapp-templates/understand-whatsapp-template-components.md#different-url-types-in-call-to-action-buttons) * **Website URL:** `https://yourstore.com` **Contact us Button:** 1. Click the **Add Button** > select **Call Phone Number** 2. Configure details for the Call to Action section as follows: * **Type of Action:** Call Phone Number * **Button Text:** `Contact Us` * Select **Country Code** and enter the Phone number of **Customer support.** * Click on **Create template** after filling in all the required details.
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 cancelled ``` * **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 {#var#} your booking for {#var#} on {#var#}has been cancelled. If this was a mistake or you'd like to reschedule, please reply to this message or contact us directly. ``` **4. Variable Mapping** Map each `{#var#}` to the actual data fields, like **customer name** , **service title, start date and time .** **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 Cancelled` from the list. * Select the preferred communication channel as **WhatsApp/ SMS ,** for delivering the automated message. * Choose the approved `booking_cancelled` 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-canceled-template.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.