WhatsApp & SMS Reminders: Automations That Keep Guests Informed

In an increasingly digital world, customer expectations for communication are higher than ever. Whether running a restaurant, managing a dentist’s office, or hosting an events venue, keeping guests informed and reducing no-shows are vital. Automated reminders via WhatsApp and SMS have become indispensable tools for businesses looking to streamline operations and enhance customer satisfaction.

This article explores the role of WhatsApp and SMS reminders, how automation elevates the guest experience, practical implementation tips, and best practices to maximise effectiveness for your business.

Why Automated Reminders Matter

Missed appointments and forgotten reservations can pose significant challenges for small businesses. The impacts are wide-ranging:

• Lost Revenue: No-shows waste resources and empty slots could have been given to someone else.
• Operational Disruption: Fluctuations in guest attendance make scheduling and staffing harder.
• Weakened Customer Relationships: Lack of communication can leave guests feeling undervalued.

Automated reminders address these problems efficiently by ensuring guests receive timely information about their bookings. Text-based reminders—delivered via WhatsApp and SMS—cut through the noise of crowded email inboxes and bring messages directly to the devices your customers use most.

WhatsApp vs. SMS: Understanding the Platforms

Before deciding on a reminder strategy, it is important to understand the unique advantages and limitations of each channel.

WhatsApp

• Higher Engagement: WhatsApp boasts read rates of over 90%, and messages are typically read within minutes.
• Rich Content: You can send images, location maps, links, and interactive buttons along with text.
• Two-way Communication: Enables guests to respond easily if they need to reschedule or ask questions.
• Requires Opt-in: Guests must have WhatsApp installed and agree to receive messages.

SMS

• Universal Access: No internet connection or app required—works on any mobile phone.
• High Open Rates: SMS also enjoys strong open rates, generally above 98%.
• Simplicity: Limited to plain text and links (character limits apply).
• Limited Interactivity: Replies work, but rich interactions like buttons are not widely supported.

Both channels have their place. Combining them—offering guests their preferred communication method—can maximise your reach and impact.

Key Benefits of Automated WhatsApp and SMS Reminders

• Reduce No-Shows: Sending reminders before appointments or events can cut no-shows by 30-50%.
• Enhance Guest Experience: Timely, personalised messages make guests feel valued and informed.
• Save Time: Automating reminders frees up staff for higher-value tasks.
• Enable Easy Confirmations and Cancellations: Interactive messages allow guests to reply, confirm, or reschedule quickly.
• Support Personalisation at Scale: Integrations with booking or CRM systems allow for tailored messages—addressing guests by name, including details, and custom links.

Popular Use Cases for WhatsApp & SMS Reminders

Virtually any business that manages appointments or events can benefit. Here are some examples:

• Restaurants: Table reservations, waitlist updates, birthday offers.
• Clinics and Salons: Appointment confirmations, reminders, pre-visit instructions.
• Hotels & Accommodation: Booking confirmations, check-in reminders, feedback requests after stays.
• Events & Workshops: Ticket confirmations, schedule updates, last-minute notifications.
• Gyms and Fitness Studios: Class reminders, waitlist notifications, cancellation alerts.

How Reminder Automations Work

Automating WhatsApp and SMS reminders typically involves integrating your booking or scheduling system with a messaging platform. This ensures that reminders are sent out at the right time, with accurate personalised details for each guest.

Step-by-Step: Setting Up Automated Reminders

1. Connect Scheduling System: Most major booking platforms offer API integrations or built-in options for reminders.
2. Choose Your Messaging Platform: Select a WhatsApp Business API provider and/or SMS gateway (like Twilio, Nexmo, or a local service).
3. Design Your Reminder Workflow: Decide when reminders should be sent (e.g., immediately upon booking, 24 hours before, 2 hours before).
4. Personalise: Make use of variables to include guest names, dates, times, locations, and other relevant info.
5. Handle Replies: For WhatsApp, enable two-way messaging for confirmations or rescheduling. Some SMS gateways also support this.
6. Test and Iterate: Run through the process yourself to ensure accuracy and a positive guest experience.

Practical Tips for Effective Automated Reminders

• Keep messages clear and concise: Get straight to the point—include only the information guests need.
• Time messages carefully: Avoid sending reminders too late at night or too far in advance.
• Provide reply options: Allow guests to confirm, reschedule, or cancel with a quick response. Use simple prompts like “Reply 1 to confirm, 2 to cancel.”
• Include contact details: Make it easy for guests to reach out if they have questions or urgent changes.
• Personalise when possible: Address guests by name and reference their specific booking or event.
• Be compliant with regulations: Ensure you have the recipient’s permission to send messages, and provide a way for them to opt out.

Sample Reminder Message Templates

Here are a few examples of WhatsApp and SMS reminders you can adapt for your business:

• Restaurant Booking: “Hi Sarah! Just a quick reminder of your table reservation at The Oak Tree on Friday at 7:30pm. If you need to make any changes, reply here or call us at 01234 567890.”
• Dental Appointment: “Dear Mr. Jones, your dental appointment is booked for Wednesday, 10th June at 2 pm. Please reply ‘Y’ to confirm or call 0111 222333 to reschedule.”
• Event Registration: “Hello Alex, your spot at the Digital Marketing Masterclass on 18/06 is confirmed. We look forward to seeing you at 9am! For questions, just reply to this message.”

Integrating WhatsApp and SMS Reminders with Your Business Systems

To automate reminders effectively, the process needs to be integrated with your booking, CRM, or appointment software. Many systems come with this functionality out of the box or via add-ons. For those that don’t, consider using third-party automation tools such as Zapier or Make (Integromat) to bridge between your systems and your chosen messaging provider.

When evaluating integration options:

• Assess Existing Features: Check if your booking platform already supports SMS or WhatsApp reminders.
• Choose Reliable Providers: Pick well-established SMS gateways and, for WhatsApp, a provider authorised to use the WhatsApp Business API.
• Review Security and Data Protection: Ensure guest information is handled securely and in compliance with data laws (such as GDPR in the UK & EU).

Challenges and Considerations

While highly effective, implementing WhatsApp and SMS reminder automations does come with considerations:

• Cost: SMS and WhatsApp Business API messages often incur per-message charges. Budget accordingly.
• Consent: You must have explicit permission from guests to send them messages, especially on WhatsApp.
• Content Restrictions: Both WhatsApp and SMS may require you to follow strict content and template guidelines or risk message delivery failures.
• Management: Handling guest replies—especially outside of business hours—requires clear processes or automated responses.

Best Practices for Success

• Obtain Consent Proactively: Embed opt-in requests at the point of booking to streamline future communication.
• Optimise Message Timing: Gather feedback and data on when your customers are most likely to engage effectively.
• Monitor and Measure: Keep track of delivery rates, open rates, and guest responses to continually improve messaging strategies.
• Respond Promptly: Use auto-replies or assign staff shifts if you expect replies to reminders; this maintains the two-way communication guests value.

Conclusion: Building Trust and Efficiency with Automated Reminders

WhatsApp and SMS reminders offer tremendous value for small businesses aiming to reduce no-shows, boost operational efficiency, and keep guests informed. Successful implementation relies on understanding your audience’s communication preferences, integrating with your current systems, and adhering to best practices around consent, timing, and personalisation.

With thoughtful use, automated reminders don’t just protect your calendar—they build trust and create a guest experience that makes your business stand out.

If you need help with your website, app, or digital marketing — get in touch today at info@webmatter.co.uk or call 07546 289 419.