Automation sends a WhatsApp message from a template when an event happens, for example 5 days before a departure starts. You select the products, the schedule, and the customers that get the message.
Open the WhatsApp templates
Go to Messages > WhatsApp templates.
Click the name of the template. The Template Editor opens.
You can also click the gear icon in the Actions column, and then click Edit.
Turn on automation
In Automation Settings, click the Automation switch.
In For which products / departures / start times, select the products, departures, or start times that use the template.
To select all products from one booking system, select the Products in checkbox for that booking system at the top of the list.
Set the schedule
This example sends a message 5 days before the departure starts.
Under Schedule, select Before in the first list.
Select Departure start time in the second list.
Before shows only the events that have a set time, for example Departure start time.
In How long before, enter 5d.
Enter the time in days, hours, and minutes, for example 1d 5h 2m.
Choose the recipients
If you do not choose recipients, the template goes to all customers of the products, departures, or start times that you selected.
Under Target Recipients, click the Only send to specific customer segments switch. The segment groups show.
Under Activity Status, select Confirmed. The WhatsApp message goes only to customers with a confirmed activity.
A customer must match one or more segments in each group that you use. For all groups, see Target Recipients.
Activate the template
An automated template sends messages only when it is active.
In Template Settings, select Active.
You can select Active only after the template is approved. The Approval Status column of the template list shows the status.
Save the template
Click Update. The template list opens and highlights the template.
Notes
You can filter by Activity Status on all events except Customer arrival and Customer no-show. For these two events, the activity status is already set when the event happens.
Departure Status is not available for the Departure cancelled, Departure confirmed, and Departure failed events.
For Departure start time, Departure end time, Pickup time, and Activity booked, PaxFlow checks the recipients just before it sends the message. For example, a template sends a WhatsApp message 2 days after the booking, and you select Confirmed. If the guest cancels in those 2 days, the guest does not get the WhatsApp message. For other events, PaxFlow checks the recipients when the event happens.
Activity booked works with On and After. It is not in the list for Before.
Pickup time shows in the event list only if your company uses Bokun.
To stop an automated template, click the gear icon in the Actions column of the template list, and then click Deactivate.
If the page shows WhatsApp Setup Required, finish the WhatsApp setup before you use WhatsApp templates.
A template with manual fields can only be sent manually. Its Automation switch stays off.
If WhatsApp templates has a lock icon in the Messages menu, WhatsApp is not turned on for your company, or your user group does not have access to the page. To turn on WhatsApp, ask PaxFlow support. To get access, ask an admin in your company to change your user group in Settings > User groups.