Once bookings come in, you control them. From the platform, and even from WhatsApp, you can approve, reject, cancel, or reschedule a booking, and the customer is kept updated. Approving or rejecting via WhatsApp is set up as an automation on top of the booking chatbot.
Step 1: Send an approval request to your team
1
In your appointment booking chatbot, add an Automation App → CRM → Send Template Message step right after a new booking is created.
2
Select the channel and a template that includes the booking details, with Approve and Reject buttons.
3
Enter the team member's WhatsApp number as the recipient, and map the button payloads to include "approve" or "reject", the booking ID, and the customer's WhatsApp number.
Step 2: Build the response automation
1
Create a new flow with a hot keyword trigger, set to catch "approve appointment" or "reject appointment".
2
Add a Text Formatter → Split Text block to parse the button payload — enter the last button payload as the text, define the separator, and the segment index you need.
3
Add a Router and set a filter for "approve". In that branch, use Native Calendar — Update Booking and map the booking ID with status "approved".
4
Send a text confirmation to the customer using the mapped WhatsApp number, letting them know the booking is approved.
5
Set up the "reject" branch the same way — filter for "reject", update the booking status to "rejected", and notify the customer.
6
Save and enable the workflow.
Updates keep customers informed
Every action, approval, reschedule, or cancellation, can trigger a WhatsApp message so the customer always knows where their booking stands.
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