Booking Rescheduled Template

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

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.

Template : Notifying Cuatomers of Booking Reschedule

Steps involved in setting up an Automated Workflow

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

A .1. 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.

1. Configure Template Details

Step 2 : Adding Template Details

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)

[ Understand the different categories of WhatsApp templates]

1. Fill Template Components

Step 3 : Filling in the 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 Rescheduled

[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 :

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 :

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.

A.2. Setting up the 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 rescheduled

• 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#}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.

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.