Booking Notify Staff Template

This section outlines the process to notify staff members when they customer books a service through Wix booking platform

How to sync your staff contacts with Mercuri CX?

Before getting started with the Automation, you must sync your staff contact details with Mercuri CX.

Here's how you can do that :

• Navigate to Settings > Teams in your Mercuri CX dashboard.

• 

  Teams section in Mercuri CX dashboard
• Click on " Sync users from Wix" in the top right corner of the teams section to import the contact details of your staff.

• After importing the contact details, update the phone number and permissions for each of your staff from the imported user list.

Note: while importing contacts from Wix into Mercuri CX, the name and email of the staff will be imported.

Use Case: Staff Members to get notified when a Customer books a Home Service.

When a customer books an A/C Repair service on the Wix Service Booking platform, the assigned person/staff immediately gets notified through WhatsApp / SMS communication channel with the customer details, time of service appointment, and other necessary details.

Steps involved in setting up an Automated Workflow

If you have already set up the WhatsApp / SMS template for the Booking Notify Staff 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

Fill in the basic template info:

• Template Name: booking_notify_staff_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

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 notify staff

[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 :

A new service has been booked via the Home service website.

Customer name: {{1}}Service: {{2}}Date and Time: {{3}}Contact: {{4}}

Please be prepared accordingly.

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}} →customer contact

Note: Assign sample values for each variable before submitting for approval.

3. 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 Notify staff

• 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:

  📢 New booking alert!
  Customer: {#Customer Name#}
  Service: {#Service Name#}
  Date & Time: {#Date & Time#}
  Please be prepared.

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 Notify Staff from the list.

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

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