Why WhatsApp rather than SMS
Clients already have the app open and already talk to you there. A reminder arrives in the same conversation as the booking, from the number they recognise, and a reply lands in your inbox instead of disappearing.
The 24-hour window and message templates
WhatsApp lets a business send free-form messages only within 24 hours of the customer's last message. Outside that window, a business-initiated message must use a template that WhatsApp has approved in advance.
A reminder is almost always outside the window, so reminders go out as approved templates: fixed wording with placeholders for the name, date and time. Good software writes the template, submits it for review and fills the placeholders for you.
What a good reminder says
Keep it short and specific. The client should know who is writing, when the visit is and what to do.
- Your business name, so they know who is messaging.
- The day, date and time in words, not only digits.
- The address or a map link.
- Two quick-reply buttons: Confirm and Cancel.
Consent and opt-out
Reminders about a booking the client made are expected. Marketing messages are different and need the client's opt-in. Respect every request to stop: a client who writes 'stop' must not receive another message. Use software that records opt-outs and blocks sends to those clients automatically.
Owning your number
The best setup is your own business number, so clients see a name and a number they know. Some systems let you keep the WhatsApp Business app on your phone at the same time (called coexistence), so you can still reply by hand from your phone.
Keep the volume honest
WhatsApp measures how recipients react. Send reminders only to people who have a booking, keep the wording consistent, and avoid anything that looks like a mass promotion from the same number.
Questions people ask
Do clients have to install anything?
No. They need WhatsApp, which almost everyone already has.
Can I send reminders without a template?
Only inside the 24-hour window after the client's last message. For reminders sent in advance you need an approved template.
Do WhatsApp reminders cost money?
WhatsApp can charge per conversation depending on the category and country, and software providers differ in whether they pass that on. Check how your provider handles it before you rely on high volumes.
