2. Feature availability

WhatsApp integration

• Is available only at premium plan
• Roles

• Super admin and admins can set up and manage the WhatsApp integration.
• Managers and Workspace admins can set up and manage the WhatsApp notifications and reminders for their workspaces.
• Staff cannot set up or manage the WhatsApp integration.
  

3. Overview

• Send personalized notifications and reminders to customers and users.
• Use approved WhatsApp templates to structure messages.
• Map dynamic buttons for actions like rescheduling or cancelling appointments.

4. Use case

5. Set up WhatsApp integration in Bookings

5.1 Steps to integrate WhatsApp

1. Click the Admin Center  icon at the top-right corner, and then click Connectors under Integrations.
   
   
   
   
2. Click Connect beside WhatsApp.
   
   
   
   
   
3. Enter your System User Access Token and WhatsApp Business Account (WABA) ID in the popup, and then click Next.
   
    
   
   
4. In the next screen, select your primary WhatsApp number for your business and click Connect.
   
   
   
   
5. WhatsApp is now integrated successfully.
   
   
   

5.2 Steps to generate a system user token for WhatsApp

Info: If your system token expires or is deleted from Meta, you will need to generate a new one and reconnect your WhatsApp account in Zoho Bookings.

5.3 Steps to create message template

To send WhatsApp notifications through Zoho Bookings, you need to create a message template and get it approved by Meta. Follow the instructions in this document to create a message template.    

1. Go to Meta Business Manager and select your app.
2. Navigate to WhatsApp Manager > Message Templates.
3. Click Create Template and fill in the required fields.
   
4. Click Submit for review for Meta approval. Once approved, you can start using it in Zoho Bookings.
   
   
   

Note :

• Only approved message templates will be listed in Zoho Bookings.

• Media format is not supported in the header of the message template.

• Numbered variables are not supported in the body of the message template.  

5.3.1. Use predefined variables in message template  

Zoho Bookings offers a set of predefined variables that automatically pull appointment-related details, such as customer name, appointment ID, staff name, and more. These variables can be used while creating message templates to insert the relevant information into your WhatsApp notifications dynamically.

When a message template containing these variables is selected in Zoho Bookings, the system will replace each variable with real-time data specific to the appointment. This ensures that your WhatsApp messages are personalized, relevant, and context-aware for each customer.

For example, if you include the variable customer_name in your template, the message sent will display the actual name of the customer who booked the appointment.  

Variable	Description
business_name	Name of the business
business_number	Contact number of the business
staff_name	Name of the staff handling the appointment
staff_number	Contact number of the staff
staff_email	Name of the staff handling the appointment
cohosts	List of user email addresses in a collective booking
service_name	Name of the service booked
service_description	Description of the service
staff_time_zone	Time zone of the staff
service_url	Booking URL for the specific service
cancel_url	Link to cancel the appointment
reschedule_url	Link to reschedule the appointment
appointment_id	Unique ID of the appointment
booking_id	Booking reference ID
invoice_summary_url	Link to view the appointment invoice summary
customer_name	Name of the customer who booked the appointment
customer_email	Email of the customer
customer_number	Contact number of the customer
customer_first_name	First name of the customer
customer_last_name	Last name of the customer
notes	Additional notes (if any)
join_link	Customer's meeting join link
start_link	Host's link to start the meeting
meeting_key	Unique meeting ID
pre_buffer	Time buffer before the appointment
post_buffer	Time buffer after the appointment
from_date	Start date of appointment
from_time	Start time of appointment
to_date	End date of appointment
to_time	End time of appointment
appointment_time	Time range of appointment
booking_start_time	Booking start time
booking_end_time	Booking end time
booking_time_zone	Customer's time zone
assist_tech_url	Link to access remote support (if applicable)
customer_start_time	Appointment start time for customer (based on their time zone)
customer_end_time	Appointment end time for customer  (based on their time zone)
customer_time_zone	Timezone of the customer
old_from_date	Original appointment start date (used for reschedule scenarios)
old_from_time	Original appointment start time (used for reschedule scenarios)
old_to_date	Original appointment end date (used for reschedule scenarios)
old_to_time	Original appointment end time (used for reschedule scenarios)

5.3.2. Insert dynamic buttons in message template     

To create a dynamic button in the WhatsApp message template,

1. Go to the body section of the message template in your Meta Business Manager account.

2. Click + Add Button, select Call to Action → Visit Website, and enable the Dynamic URL toggle. 

3. In the base URL field, enter the static portion of your booking page link.

(e.g., https://bookings.zoho.com/appointmentsummary).

You can then include variable names instead of numbered placeholders (e.g., {{reschedule_url}}, {{booking_summary_url}}). These named variables should match the supported variable list in Zoho Bookings.

Example: https://bookings.test.com/appointmentsummary?bookingId={{1}}

Once submitted and approved by Meta, the template will include a dynamic button and will be available in Zoho Bookings. You can select the template and map each button to the corresponding supported variables (such as booking ID or customer name). This enables WhatsApp messages to carry personalized action buttons like reschedule, cancel, or view a summary based on appointment details.

Message template example :

Appointment Booked Successfully!

Customer Details:
👤 Name: {{customer_name}}
📞 Phone: {{customer_number}}
📧 Email: {{customer_email}}

Appointment Details:
📅 Date: {{customer_from_date}}
⏰ Time: {{appointment_time}}
🛎️ Service: {{service_name}}
📍 Location: {{join_link}}

Staff Assigned:

👨‍💼 {{staff_name}}

📞 {{staff_number}}

5.4 Steps to enable WhatsApp notifications

1. Go to Event types > Notification Preferences > WhatsApp tab.
   
   
   
   
2. Click the options icon to enable the WhatsApp Notifications and Reminders.
   
   
   
   

3. You can click edit and choose from the approved template list.
   
   
   
   
4. You can select button actions (e.g., reschedule, cancel) if dynamic URL buttons are configured in the template.
   
       
   
   
5. Click Save to confirm the changes.
   
   

6. What to expect after integration 

7. Points to note

• Customizable buttons in the message template include : workspace URL, event type URL, user booking URL, booking summary, reschedule, cancel, and invoice URLs.
• If a WhatsApp number, app key, or template is deleted or token is revoked, the user needs to reconnect with their WhatsApp business account.

8. Related links

• Email and SMS alerts
• Event type settings
• Event types and its categories
• Booking pages