Waitwhile supports powerful SMS and Email capabilities with personalized and automated ways to keep your customers informed. In this post we'll explain how you can take full advantage of this and make your customers smile!

Using SMS like a Pro 

All your customers have their smartphone at hand and SMS is a perfect way to communicate with them. Waitwhile comes with 4 types of SMS you can use to keep your customers informed:

  1. Confirmation message: Sent to the customer once added to your waitlist or schedules an appointment

  2. Alert message: Used to manually notify a customer when it is their turn

  3. Next-In-Line message (waitlist only): This can be used to automatically notify a customer when it is *soon* their turn (e.g. when they are 12th in line or when 20 minutes are remaining)

  4. Reminder message (bookings only): Sent at a fixed time before an appointment, e.g. 1 hour or 24 hours before, to remind the customer about it.

  5. Served message: Sent when you serve someone from your waitlist or bookings.

  6. Completed message: Sent when you're done serving someone. This is perfect for thanking the customer for visiting and to ask for feedback or link to a survey.

  7. No-show message: Sent when a customer is marked by you as a no-show because they didn't show up in time.

  8. Cancellation message: Sent when a customer cancels their visit or appointment to let them know that it's been processed.

  9. Custom message: You can send any custom free text SMS to a customer easily from within your waitlist - just click on the customer while they are on the list, select 'chat', and type the message you want to say.

How to customize your texts

All the above texts are fully *customizable* and you can change them any way you want under the SMS Settings page. Just edit the text field for each SMS (and email!) and it will automatically save.

Even cooler, you can use *“variable placeholders”* to personalize them with any collected data field, like name, order in line or estimated wait. Just include {name} or any of the other 8 placeholders you have available.

2-way texting

Customers receiving your SMS texts can reply to to the SMS and their replies will show up in your waitlist instantly! This provides a convenient way to have 2-way SMS conversations without leaving the Waitwhile interface.  

What's more, if their reply contains certain hot-words, such as *“cancel”* or *“delay”* this will automatically update the customer status incl. taking them off your list. Easy for them, easy for you!

*PROTIP: Saved SMS! These messages are only accessible when your customer is on the list, but they are perfect to drop in as a quick response to a random message from a customer.

Don't forget about Emails

Think emails are more classy than SMS? We got you covered! You can turn on all the aforementioned SMS alerts but with email instead. Now if you add a customer with an email, these offer a great way to keep them informed through email instead - or together with - SMS!

You can edit both the subject line and the email body any way you want and include the same *variable placeholders* as above. Even better, you can style and format your email with links, images or headlines - using Markup. See how we've included our Waitwhile logo below by adding the following code in the edit panel:

Really neat!

Make it yours

Both emails and SMS are great ways to make your Waitwhile experience really reflect your unique brand. So make sure to be creative and think of what your customers would expect to hear from you.

If you're on our Business Plan you can even remove the Waitwhile branding to make it 100% feel like your business!

Watch a Video on this, too!

Related Articles:

SMS Error Messages

Understanding Message Limits

Best Practices: Making Sure Your Messages Don't Get Blocked by Cell Carriers

How to Use SMS Reply Triggers

FAQ: Why is "Reply STOP" being added to confirmation texts?

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