Table Reservation Canceled Template

This section covers the use cases of automated WhatsApp messages sent to customers when a table reservation is canceled , along with the steps involved in setting up such automated workflow.

Use Case 1 : Reservation Canceled

Table Reservation Canceled Template

When a customer cancels their table reservation, they should receive a WhatsApp / SMS message that includes:

• Customer name

• Date and time

• Optional link to rebook

Steps involved in setting up an Automated Workflow

If you have already set up the WhatsApp / SMS template for the Table Reservation Cancellation 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 : Configure Template Details

Fill in the basic template info:

• Template Name: table_reservation_canceled (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: Reservation Canceled

[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 table reservation scheduled on {{2}} is canceled. We hope to serve you another time. Feel free to rebook anytime !

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}} → date and time

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

1. Click on Create template after filling in all the required details.

4. Adding Book Again Button

Step 4 : Adding Book Again 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: Book Again

   • Select URL type as Static and enter your website reservation page URL in Website URL section.

[Know more about the different buttons available in templates]

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

Table reservation 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! Your table reservation for {#var#} on {#var#} has been cancelled . Need help? Contact us to reschedule.

4. Variable Mapping

Map each {#var#} to the actual data fields, like party size and 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 asTable Reservation Canceled from the list.

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

• Choose the approved table_reservation_canceledtemplate that we created in earlier steps.