WhatsApp appointment reminders: how they work and what to set up | TBit

Appointments the client doesn't show up for ("no-shows") cost time and money. A reminder sent on time is the simplest way to reduce them. In TBit, when an appointment is confirmed, the system can send automatic WhatsApp reminders to the client and also notify your team inside the app.

How do reminders work?

When an appointment is confirmed, TBit schedules the reminders for you. They're configurable: you can choose how many to send and how far in advance (for example, one 24 hours before and another 2 hours before). There are two different recipients:

• The client, via WhatsApp, with the date and time of their appointment.
• Your team, with an internal notification in the app (bell + push) for the assigned team member and the admins.

These two channels are independent: the internal notification to your team always arrives because TBit controls it. The WhatsApp reminder, on the other hand, depends on two settings that depend on Meta.

What you need to send WhatsApp reminders

1. A payment method on your WhatsApp line

Meta charges for reminders as utility conversations. If your WhatsApp line doesn't have a payment method set up in WhatsApp Manager (WhatsApp Manager / Business Settings in Meta), Meta won't deliver these messages. Setting up the payment method is the first step so the reminders reach the client.

2. Set up the notifications

Inside your agent's calendar settings, turn on the reminders, choose the lead time (for example 24 h and 2 h before) and select the template that will be sent.

Templates: use ours or create your own

Recommended option: the default template

TBit includes a reminder template in the "Utility" category, pre-approved and ready to use. It's the safest option: it uses transactional language, has a good delivery rate and the lowest cost. If you don't want to overcomplicate things, use this one.

Advanced option: your own template

You can also create your own template with the editor. Keep in mind an important risk: if your template includes promotional language (discounts, sales calls to action, too many emojis), Meta can recategorize it as "Marketing". When that happens:

• The delivery rate is lower.
• The cost per message is higher.
• It requires the client to have given their consent (opt-in) to receive marketing.

Recommendation: keep the message purely informational (name, date, time and place of the appointment) to keep the "Utility" category.

What if a reminder isn't sent?

If a WhatsApp reminder can't be delivered, whether because the line has no payment method, because the template was recategorized as marketing, or because of another error, TBit lets you know with a notification to the account owner (email, push, and the bell in the app), telling you the reason so you can fix it. In the meantime, internal reminders to your team keep working as usual.

Best practices

• Set up the line's payment method before turning on reminders.
• Start with the default template and customize it only if you need to.
• If you create your own template, avoid sales language so it doesn't fall under "Marketing".
• Use two reminders (one the day before and another a few hours before) to reduce no-shows without overwhelming the customer.