# Booking Rescheduled Template

### Use Case: Notifying Customers of Booking Rescheduled

When a customer reschedules their appointment (e.g., time or date changes), an automated message should inform them of the new details and confirm the update.

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FFsm4rOjhuGukmW0LNhPw%2Fimage.png?alt=media&#x26;token=0195b68b-d8cf-4712-8cb8-2d8892fcb813" alt=""><figcaption><p>Template : Notifying Cuatomers of Booking Reschedule</p></figcaption></figure>

## Steps involved in setting up an Automated Workflow

{% hint style="info" %}
If you have already set up the WhatsApp / SMS  template for the **Booking Rescheduled** event, then jump to this [section](#b.-adding-the-whatsapp-sms-template-to-the-automated-workflow).&#x20;
{% endhint %}

<details>

<summary><mark style="color:blue;"><strong>A .1.  Setting up the WhatsApp Template</strong></mark></summary>

1. **Navigate to WhatsApp Templates**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FLi2ylv9RKcvkUFdG6wed%2FMercuri%20SMS%20and%20Whatsapp%20-%20Shared%20Inbox.gif?alt=media&#x26;token=20d42b7a-e868-4226-b609-5280e40764aa" alt=""><figcaption><p>Step 1  : <strong>Navigate to WhatsApp Templates</strong></p></figcaption></figure>

&#x20;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**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FyctFQC5Oe2aHGSUPglby%2Fimage.png?alt=media&#x26;token=317de13c-6973-459e-bb98-99b9dfbd6049" alt=""><figcaption><p>Step 2 : Adding Template Details</p></figcaption></figure>

**Fill in the basic template info:**

* **Template Name:** `booking_rescheduled` (Use an easy name to identify later)
* **Language:** `English` (or as per your customer base)
* **Category:** `UTILITY` (since it’s an informational message) &#x20;

[\[ *Understand the different categories of WhatsApp templates*\]](https://docs.mercuri.cx/templates/whatsapp-templates/understand-whatsapp-template-components#id-1.-template-category)

3. **Fill Template Components**

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2FMhIDcgwWgrLr7VYxzbiW%2Fimage.png?alt=media&#x26;token=81017776-9542-4d16-a364-cfdf92ecaf6f" alt=""><figcaption><p>Step 3 : Filling in the template Components</p></figcaption></figure>

**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 Rescheduled`

[\[*Click here to explore different media that can be added to the header* \] ](https://docs.mercuri.cx/templates/whatsapp-templates/understand-whatsapp-template-components#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.&#x20;

***Sample message :***&#x20;

`Hi {{1}}, your booking for {{2}} has been successfully rescheduled.`\
`New Date and time : {{3}}`\
`Location: {{4}}`\
`Please be on time. Let us know if you need further changes.`

**Variables** :&#x20;

Add a variable value to the corresponding placeholders with a sample value&#x20;

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.

</details>

<details>

<summary><mark style="color:blue;"><strong>A.2. Setting up the SMS Template</strong></mark></summary>

<figure><img src="https://392978341-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsZtOBCP9JV8XEWJpUU4t%2Fuploads%2Fgi4MvapJ8fFO75rnCYnn%2Fimage.png?alt=media&#x26;token=e60c75dc-9b14-4a6a-b96c-ff025976fa81" alt="" width="563"><figcaption></figcaption></figure>

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 rescheduled
```

* **Template Text**:\
  Craft a clear and concise message (within 160 characters). You can personalize it using dynamic variables.<br>
* Click the **Add Variable** button in the bottom-right corner of the body section to insert placeholders.

  **Example:**

  ```
  Hi{#var#}, your booking for {#var#}has been rescheduled to {#var#}
  Location: {#var#}
  If you have any questions or need to make changes, reply to this SMS.
  ```

**4. Variable Mapping**

Map each `{#var#}` to the actual data fields, like **customer name** , **service title, start date and time and location address.**

**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.

</details>

### 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 Rescheduled` from the list.
* Select the preferred communication channel as **WhatsApp/ SMS ,** for delivering the automated message.
* Choose the approved `booking_rescheduled` template that we created in earlier steps.