Booking Canceled Template

This section outlines the process to notify customers when they cancel a booking made through your Wix site.

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

If you have already set up the WhatsApp / SMS template for the Booking Canceled event, then jump to this section.

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.

1. Click Create Template.

2. Select the WhatsApp Account that will be used to send out WhatsApp messages.

1. 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]

1. 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 ]

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]

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.]

   • 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.

1. 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.