# Setup Appointment Notifications

Whautomate sends default appointment notification messages, such as appointment **Confirmations, Reminders, Rescheduling,** and **Cancellations,** through **WhatsApp, email,** or **SMS** for **Clients** and **Staff.** You can customize these default appointment notification messages to fit your needs and branding.

## How can I change my default appointment notification settings?

{% hint style="warning" %}

#### **Important Note:**

* If you are scheduling multiple appointments in bulk, clients will receive notifications for each appointment individually by default.
* To prevent multiple notifications from being sent, use the **Bulk Appointment Trigger Automation** to send a single, consolidated summary notification instead. This ensures clear and efficient communication with your clients.

For more details, refer to the setup guide here: [**Bulk Appointment Notification Setup.**](https://help.whautomate.com/product-guides/appointments/setup-bulk-appointment-notifications)
{% endhint %}

Step 1: Go to the **Whautomate** app and click the **Settings** Option

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2F2tJ3ryxiQLWGbwbAgKHg%2FScreenshot%2012-27-2023%20at%2004.57%20PM.png?alt=media&#x26;token=bf3c145f-f508-4def-a366-3df1c25077ed" alt=""><figcaption></figcaption></figure>

Step 2: Select the **Notification** Option as shown in the below picture 👇

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FYP6PdmAbDQDPMIHFf7X7%2FScreenshot%2012-27-2023%20at%2004.57%20PM%20(1).png?alt=media&#x26;token=ed3eef7d-5156-40ab-aa86-aed16d1a84f4" alt=""><figcaption></figcaption></figure>

Step 3: Choose notification options like **WhatsApp, Email** or **SMS** for sending **Notifications** about **Appointments**&#x20;

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FxFEZhL1sqtTjb90iOnEQ%2FScreenshot%2012-27-2023%20at%2005.06%20PM.png?alt=media&#x26;token=a6b8ea2d-bebf-4260-accf-e91080f9d598" alt=""><figcaption></figcaption></figure>

step 4: After the Selection click the **Update** button to save changes.

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2F3e7dcl9I9pTnUBxlKps3%2FScreenshot%2012-27-2023%20at%2005.13%20PM.png?alt=media&#x26;token=a4a29ded-1177-4487-9d2f-39783794da70" alt=""><figcaption></figcaption></figure>

## How to create a custom appointment notification so that the default notification will not be sent?

**Note**: To prevent the customer from receiving duplicate notifications, we need to uncheck all the notifications in the default **Notification Settings** and click the **Update** button. This will ensure that only the custom notification is sent and not the default one. If we don't uncheck the default notification, the customer will receive the same notification twice. 👇

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2Fyrycr1oxjJRAGsIC2wFF%2Fimage.png?alt=media&#x26;token=76d2b7aa-70b2-4fa9-a8ed-757c455a5854" alt=""><figcaption></figcaption></figure>

### Appointment Confirmation Notification

Step 1: Go to the **Whautomate** app then click the **Automation** menu and select the **Add Rule** button as shown in the below picture 👇

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FdCMSopBrvVRB7itJwjSp%2FScreenshot%2012-27-2023%20at%2005.35%20PM.png?alt=media&#x26;token=64ec7aff-c9c9-4aed-9c0e-1b0232b88093" alt=""><figcaption></figcaption></figure>

Step 2: Select the **Create Rules from Scratch** option to continue

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FLU0ABGZvDCWKyB2gUVei%2FScreenshot%2012-27-2023%20at%2005.39%20PM.png?alt=media&#x26;token=e4e9e0e3-2c57-48b1-a1e2-6dda3d944fd6" alt=""><figcaption></figcaption></figure>

Step 3: Choose the **Appointment Updates** as a **Trigger**&#x20;

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2Fh0HzcJ23s8IeSQBmkGV2%2FScreenshot%2012-29-2023%20at%2005.57%20PM.png?alt=media&#x26;token=6f702f3e-c905-4cde-baa6-ecb0f0c8a996" alt=""><figcaption></figcaption></figure>

Step 4: Click the **Add Condition** button

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FHyeWa6iF4nf8CGSmpz0S%2FScreenshot%2012-27-2023%20at%2005.48%20PM.png?alt=media&#x26;token=ab7f1520-7175-4ec4-ae63-160834a0f0e3" alt=""><figcaption></figcaption></figure>

Step 5: Choose the condition **Field** option like **"Appointment Status" 👇**

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FsRjk2czfW7XD0UNHlhV8%2Fimage.png?alt=media&#x26;token=a1b27077-f56f-4aca-ab56-5eeeff21c98d" alt=""><figcaption></figcaption></figure>

Step 6: Choose the condition Operator option like **"equals" 👇**

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FTRXjh1uY6eEW7uDC0A0h%2Fimage.png?alt=media&#x26;token=809bad5c-d8ad-4544-b588-52f232453c85" alt=""><figcaption></figcaption></figure>

Step 7: Choose the condition **Status** option like **"Booked" 👇**

This condition status option is when a client or you book an appointment for a client, the status will be marked as **"Booked"**. The client will receive a notification via WhatsApp and Email.

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FLbkBiVbKi2zmzeiQkjlf%2Fimage.png?alt=media&#x26;token=fce6efe3-80f4-4548-b1bb-b9903a85e780" alt=""><figcaption></figcaption></figure>

**Note**: Similarly, the condition status option is when a client or you Rescheduled or Cancelled an appointment for a client, the status will be marked as **Rescheduled** or **Cancelled**. The client will receive a notification via WhatsApp and Email.&#x20;

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FMlX7O9jC0z5YWXM7jez0%2Fimage.png?alt=media&#x26;token=74bfa6cf-3260-4dd7-9f50-5655f113c32a" alt=""><figcaption></figcaption></figure>

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2F8QjEM0Bg3sUFg2F5SslF%2Fimage.png?alt=media&#x26;token=2d9f4c8d-5374-43f9-bbfc-0ca5290c9bd8" alt=""><figcaption></figcaption></figure>

(i) When a client completes an appointment then the status will be marked as **Visited.** The client will receive a notification via WhatsApp and Email. We can also apply this process for customers who are on the **Waitlisted** or for **No-Show** customers.

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FdJAFrc0duvMWRxreAmtr%2Fimage.png?alt=media&#x26;token=91432945-69d8-413d-99c5-5851157a118d" alt=""><figcaption></figcaption></figure>

{% hint style="warning" %}
**Important Note:**

If you have already set up the **Bulk Appointment Notification**, you need to configure an additional condition to manage notifications effectively and avoid sending multiple notifications.

#### **Set Up a Participant Frequency Condition**

* **Condition Field**: Select **"Appointment Frequency"**.
* **Condition Type**: Choose one of the following:
  * **Individual**: To prevent notifications from being sent for bulk appointment scheduling.
  * **Bulk/Repeat**: To allow notifications to be sent for each appointment when scheduling multiple appointments in bulk.

***

#### **Example Usage**

* **Bulk Appointments**:\
  If you are scheduling multiple appointments in bulk and want to send notifications for **each appointment**, set the condition type to **"Bulk/Repeat"**.
* **Avoid Multiple Notifications**:\
  If you want to prevent multiple notifications when scheduling bulk appointments, set the condition type to **"Individual"**.
* **Single Appointment**:\
  For individual appointment scheduling, ensure the condition type is set to **"Individual"** so the notification is sent. 👇
  {% endhint %}

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FwYBm6C4ayThbvDacxUaM%2Fimage.png?alt=media&#x26;token=f48e5e86-a839-4562-a37d-f85bb81b78c1" alt=""><figcaption></figcaption></figure>

Step 8: Select an **Action** you want to notify your client of their appointment booked such as **WhatsApp** and **Email.**&#x20;

For Eg. Select a **Send a WhatsApp template message** and fill in the required details. 👇

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FAr7QBmb8uKdqSc7VPV1i%2Fimage.png?alt=media&#x26;token=ec7c95cd-bb38-4aef-bdce-471975efd0f5" alt=""><figcaption></figcaption></figure>

Step 9: Select a WhatsApp template message you want to notify your client for their appointment booked confirmation.

(a). Select the message template in the **Message Template** field and enter all the Parameters.&#x20;

I used the Whautomate **whauto\_appointment\_confirmation\_message(en)** WhatsApp default message template which was already created and approved by Meta. If you want to use your own custom WhatsApp message template, So first you need to create a new **WhatsApp Message Template**, you can select the **Create New Template** link. This will take us to the template page where we can submit our new template.&#x20;

However, please note that any custom notification settings will be discarded, and we will need to set them up again after our new template is approved.

(b). When you enter **(#)** in the Parameter field, a list will pop up. You can choose from the options provided to fill out the parameter details.

**Eg**: #client.name = {{client.name}}, #business.name = {{business.name}}, etc.

#### **Available Personalisation Variables:**

**Client Variables**

> {{client.name}}, {{client.preferredName}}, {{client.age}}, {{client.gender}}, {{client.email}}, {{client.phone}}, {{client.calendarSyncURL}}, {{client.photoURL}}, {{client.address}}, {{client.emergencyRelationType}}, {{client.emergencyContactName}}, {{client.emergencyContactPhone}}

**Business Variables**

> {{business.name}}, {{business.address}}, {{business.phone}}, {{business.mapDirectionUrl}}, {{business.operatingHours}}

**Appointment Variables**

> {{appointment.practitioner}}, {{appointment.date}}, {{appointment.time}}, {{appointment.previousDate}}, {{appointment.previousTime}}, {{appointment.clientName}}, {{appointment.addToCalendarURL}}, {{appointment.partialAddToCalendarURL}}, {{appointment.location}}, {{appointment.service}}, {{appointment.addons}}, {{appointment.detailsURL}}, {{appointment.partialdetailsURL}}, {{appointment.cancelURL}}, {{appointment.partialcancelURL}}, {{appointment.rescheduleURL}}, {{appointment.partialrescheduleURL}}, {{appointment.practitionerRole}}, {{appointment.price}}, {{appointment.timezone}}, {{appointment.businessTimezone}}, {{appointment.dateInBusinessTZ}}, {{appointment.timeInBusinessTZ}}, {{appointment.previousDateInBusinessTZ}}, {{appointment.previousTimeInBusinessTZ}}

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FUgWl5tWIhAD8D0KOcaZ1%2Fimage.png?alt=media&#x26;token=49a37937-9c50-408b-9745-1caf9fe79e3c" alt=""><figcaption></figcaption></figure>

Step 10: After filling in the details Click the **Save** button

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FCTcxHso0TaFmRzpAEi71%2FScreenshot%2012-29-2023%20at%2006.14%20PM.png?alt=media&#x26;token=a9362747-5eeb-4bd7-955d-02cf4ea50b9f" alt=""><figcaption></figcaption></figure>

Make sure to check out the section below to learn how to set up Appointment Reschedule and Reminder notifications 👇

***

### Appointment Reschedule Notification

Step 1: Choose the **Appointment Updates** as a **Trigger**&#x20;

**Note:** Implement the automation trigger in the upper section, which is utilized in the [Appointment Confirmation Notification](#appointment-confirmation-notification)

Step 2: Choose the condition **Status** option like **"Rescheduled" 👇**

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FvtKHaAP5Lxn4elje6Tlp%2Fimage.png?alt=media&#x26;token=d4a198cf-7f20-4783-9dda-b88725ea8664" alt=""><figcaption></figcaption></figure>

Step 3: Select an **Action** you want to notify your client of their appointment rescheduled via **WhatsApp.**&#x20;

For Eg. Select a **Send a WhatsApp template message** and fill in the required details. 👇

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FnGtYlDGuKJCICHb0A7W6%2Fimage.png?alt=media&#x26;token=facfabda-a6d9-488a-8d62-c3f1f273f2ad" alt=""><figcaption></figcaption></figure>

Step 4: Select a WhatsApp template message to notify your client of their appointment rescheduled confirmation.

(a). Select the message template in the **Message Template** field and enter all the Parameters.&#x20;

I used the Whautomate **whauto\_appointment\_rescheduled\_message(en)** WhatsApp default message template, which was already created and approved by Meta. If you want to use your own custom WhatsApp message template, So first you need to create a new **WhatsApp Message Template**, you can select the **Create New Template** link. This will take us to the template page where we can submit our new template. 👇

(b) Please enter **(#)** to choose from personalisation variables in the parameters E.g. client name, business name, etc.

[**Available Personalisation Variables for WhatsApp and Email Template Mentioned in the upper section:**](#available-personalisation-variables)

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2Fz7dZc0WivbUh8dbjIurN%2Fimage.png?alt=media&#x26;token=0d8f9033-ecf9-48b9-9dcd-af55dd0b6cd3" alt=""><figcaption></figcaption></figure>

{% hint style="warning" %}
When a client or you reschedule an appointment, the existing appointment reminder is automatically canceled. Therefore, it's important to set up a new appointment reminder notification for the rescheduled appointment. 👇
{% endhint %}

Step 5: After filling in the details Click the **Save** button.

### Appointment Reminder Notification

Step 1: Add one more **Action** into the Appointment Confirmation or Reschedule Automation Rule. to notify your client of their appointment reminder notification via **WhatsApp.**&#x20;

For Eg. Select a **Send a WhatsApp template message** and fill in the required details. 👇

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2Fhf40sx7bpOLdu9YLz9Wo%2Fimage.png?alt=media&#x26;token=795ae877-d399-4ef9-b20d-bcae9bca716c" alt=""><figcaption></figcaption></figure>

Step 2: Select the **Add Wait & Schedule Time** button so you can set up a notification wait time and Schedule a specific time to send a notification

<mark style="background-color:yellow;">Note: I have arranged for appointment reminder notifications to be sent to the client 1 day before the appointment at 9:00 AM. You have the flexibility to personalize your appointment reminder notifications according to your preferences.</mark>

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FmoQtR5S1KUl2EG2mXcCS%2Fimage.png?alt=media&#x26;token=727ee353-c38a-4ab9-9057-6c1db882f749" alt=""><figcaption></figcaption></figure>

(a) Eg. This notification will be sent 1 Day before the appointment and at 09:00 AM 👇

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FabaHO6sbE97nLKEE8jis%2Fimage.png?alt=media&#x26;token=eeb93093-aa2f-4cc8-84c9-75976945f3d0" alt=""><figcaption></figcaption></figure>

Step 3: Select a WhatsApp template message to notify your client of their appointment reminder notification.

(a). Select the message template in the **Message Template** field and enter all the Parameters.&#x20;

I used the Whautomate **whauto\_appointment\_reminder\_message(en)** WhatsApp default message template, which was already created and approved by Meta. If you want to use your own custom WhatsApp message template, So first you need to create a new **WhatsApp Message Template**, you can select the **Create New Template** link. This will take us to the template page where we can submit our new template. 👇

(b) Please enter **(#)** to choose from personalisation variables in the parameters E.g. client name, business name, etc.

[**Available Personalisation Variables for WhatsApp and Email Template Mentioned in the upper section:**](#available-personalisation-variables)

<figure><img src="https://810714386-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FF8vuadG7OJ1fFdSBZATv%2Fuploads%2FXxGO12tVEYhblaMbiLbh%2Fimage.png?alt=media&#x26;token=99f0cc99-9537-4599-8e9b-e78650db5c39" alt=""><figcaption></figcaption></figure>

Step 4: After filling in the details Click the **Save** button.