Booking ConfirmedTemplate

This section covers the use cases of automated messages sent to the customers when their booking gets confirmed and the steps involved in setting up such automated workflows.

Use Case: Customer Books a Service Wix Bookings

When a customer books a service (e.g., spa session, class) via Wix Bookings, they should instantly receive a WhatsApp message confirming the booking with all the key details:

• Customer name

• Service booked

• Date & Time

• Venue or Location

• Any helpful instructions

Booking confirmed Template

Steps involved in setting up an Automated Workflow

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

A . Setting up the 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.

2

Configure Template Details

Step 2 : Configure Template Details

Fill in the basic template info:

• Template Name: booking_confirmed (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]

3

Fill Template Components

Step 3 : Fill 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 Confirmed

[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}} is confirmed. 📅* Date and time*: {{3}} 📍 Location: {{4}} We look forward to seeing you!

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 Contact Us button

Step 4 : Add a 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 Support

   • Select Country Code and enter the Phone number of Customer support.

[Know more about the different buttons available in templates]

B. Adding the WhatsApp template to the Automated workflow

• Go to the Automation section in the dashboard.

• Click on Create Automation.

• Choose the automation type as Booking Confirmed from the list.

• Select the preferred communication channel as WhatsApp, for delivering the automated message.

• Choose the approved booking_confirmed template that we created in earlier steps.