WhatsApp notifications and reminders

Salon Booking System can deliver your booking notifications and appointment reminders through WhatsApp instead of standard SMS.

When WhatsApp delivery is enabled, the plugin uses your Twilio account to send WhatsApp messages for the same events already supported by SMS — new bookings, modified bookings, cancellations, reminders, and staff notifications.

This feature is available in the free edition of Salon Booking System. You only need an active Twilio account with WhatsApp configured. Twilio message costs apply separately.

What you can send via WhatsApp

With WhatsApp enabled, the following messages are delivered through WhatsApp (when their SMS option is also enabled):

• Notification on new bookings (customer and staff)
• Notification on modified bookings
• Notification on canceled bookings
• Appointment reminder to the customer
• Notification to the selected assistant on new, modified, or canceled bookings
• Messages sent from the SMS test console

WhatsApp uses the same message templates as SMS. There are no separate WhatsApp-only templates.

Before you start — Twilio requirements

WhatsApp delivery works only with Twilio. It is not available with Plivo, IP1SMS, or other SMS providers.

You need:

1. A Twilio account with a positive credit balance
2. WhatsApp enabled on your Twilio account
3. A WhatsApp-enabled sender number from Twilio

Testing with the Twilio WhatsApp Sandbox

For initial testing, you can use the Twilio WhatsApp Sandbox:

1. Log in to your Twilio Console
2. Go to Messaging → Try it out → Send a WhatsApp message
3. Follow Twilio’s instructions to connect your personal WhatsApp number to the sandbox
4. Use the sandbox sender number (for example +14155238886 ) in Salon Booking settings

Recipients must join your Twilio sandbox before they can receive test messages.

Production use

For live customer messaging, configure a WhatsApp Business sender through Twilio according to Twilio’s approval process and policies.

How to set up WhatsApp notifications

Go to Salon Booking → Settings → General → SMS services.

If you have not configured SMS yet, follow the steps in our SMS services article first.

1 — Select Twilio as your provider

• Open SMS service provider
• Select Twilio
• Enter your Account ID (Account SID from Twilio)
• Enter your Auth Token
• Enter your Country code in the form +COUNTRYCODE  (for example +39  for Italy)
• Enter your Sender's number — use your Twilio WhatsApp-enabled number

Important: Enter only the phone number in Sender's number. Do not type whatsapp:  — the plugin adds that prefix automatically.

2 — Enable WhatsApp delivery

Scroll to SMS Notifications service and enable:

Enable Whatsapp notification

This option is visible only when Twilio is selected as the SMS provider.

3 — Enable the notifications you need

On the same page, turn on the events you want to notify:

• Send SMS notification on new bookings
• Send SMS notification on modified bookings
• Send SMS notification on canceled bookings
• Remind the appointment to the client with an SMS
• Send an SMS to selected attendant on new, modified, or canceled bookings (optional)

Even though the labels refer to “SMS”, with WhatsApp enabled these messages are sent through WhatsApp.

4 — Save your settings

Click Update settings.

Appointment reminders via WhatsApp

To remind customers before their appointment:

1. Enable Remind the appointment to the client with an SMS
2. Set SMS Timing — choose how long before the appointment the reminder should be sent (1 hour, 2 hours, 6 hours, 12 hours, 24 hours, 48 hours, etc.)
3. Optionally customize the reminder text in Customize the SMS remind notification message on bookings

Reminders are sent automatically by a scheduled task on your website. They are sent once per booking for reservations with status Confirmed, Paid, or Pay later.

Note:

To make reminders work reliably, your website must run WordPress scheduled tasks correctly. If reminders are delayed or missing, check that your server cron is configured properly. See also our SMS notification article.

Monitor reminder status

When reminders are enabled, the Bookings list in WordPress admin shows a Reminders column with the status of each booking:

• Pending — reminder scheduled
• Sent — reminder delivered successfully
• Failed — an error occurred (hover to see details)

Customize your WhatsApp messages

You can customize notification and reminder messages from Salon Booking → Settings → General → SMS services.

Available placeholders:

• [NAME]  — customer name
• [SALON NAME]  — salon name
• [DATE]  — booking date
• [TIME]  — booking time
• [PRICE]  — booking price
• [BOOKING ID]  — reservation ID

Message fields are limited to 160 characters. Longer text is automatically shortened.

Test your WhatsApp settings

Use the SMS Test console on the same settings page:

1. Enter a destination mobile number without the country code
2. Write a short test message
3. Click Update settings

If WhatsApp is enabled, the test is sent via WhatsApp.

Correct settings

You receive the message on WhatsApp and see a success notice at the top of the settings page.

Wrong settings

No message is delivered and an error notice appears. Check your Twilio credentials, sender number, and WhatsApp sandbox/production setup. You can also review message logs inside your Twilio Console.

Requirements for customers to receive messages

For a customer to receive a WhatsApp notification or reminder:

• The booking must include a valid phone number
• The Don’t notify customer option must not be enabled on the booking
• The phone field must be visible and required in your checkout form
• The customer’s number must be eligible to receive WhatsApp messages from your Twilio sender (sandbox opt-in or approved business messaging)

Manual WhatsApp links for your staff

In addition to automated notifications, Salon Booking provides manual WhatsApp shortcuts so your team can open a chat with a customer:

• From the bookings list in WordPress admin
• From the calendar tooltip (WhatsApp icon next to the phone number)
• From the Mobile Web App (PRO edition) on booking details and customer lists

These links open WhatsApp on the staff member’s device. They do not use Twilio and are not automated notifications.

Frequently asked questions

Is WhatsApp available in the free edition?

Yes. WhatsApp notifications use the same SMS engine included in the free edition. Twilio usage costs are billed by Twilio separately.

Can I use WhatsApp with Plivo?

No. WhatsApp delivery is supported only when Twilio is selected as the SMS provider.

Do I need separate WhatsApp message templates?

No. The plugin reuses your existing SMS notification and reminder templates.

Does enabling WhatsApp affect only reminders?

No. When WhatsApp is enabled, all SMS-type messages configured in settings are sent through WhatsApp — including new booking alerts, modifications, cancellations, attendant notifications, and test messages.

What happens if I switch from Twilio to another provider?

The WhatsApp option is disabled automatically. Messages return to standard SMS through the selected provider.

Troubleshooting