WhatsApp AI Features
Where to find this:
Services → Integrations tab
This guide provides a detailed overview of the WhatsApp AI assistant features, including how customers interact with each capability.
Feature Overview
The WhatsApp AI assistant offers instant access to several features:
Public Features (No Authentication)
These features are available to anyone who messages your WhatsApp number:
List Services
Displays all services you offer, including descriptions and pricing.
Customer Queries:
- "What services do you offer?"
- "Show me your services"
- "What do you do?"
- "Services"
- "What can I book?"
Example Interaction:
Customer: What services do you offer?
AI: Here are our available services:
1. Group Fitness Class (45 min)
Small group fitness class with professional instruction
2. Personal Training Session (60 min)
One-on-one personal training at the studio
3. Virtual Training Session (60 min)
Online personal training via video call
4. Free Consultation (30 min)
Virtual consultation to discuss fitness goals
Which service are you interested in?
Response Format:
- Service name and duration
- Description
- Type (group, individual, virtual)
- No pricing shown (handled via website/subscriptions)
Check Availability
Displays open time slots for services on specific dates.
Customer Queries:
- "What times are available for a clean next Wednesday?"
- "Show me availability for tomorrow"
- "When can I book a training session?"
- "Do you have any slots on Friday?"
- "What's available this week?"
Relative Date Understanding: The AI automatically calculates dates:
- "tomorrow" → Next day
- "next Wednesday" → Following Wednesday
- "this Friday" → Upcoming Friday
- "next week" → 7 days ahead
Current Date Reference: The system provides today's date to the AI for accurate calculations:
TODAY'S DATE: Thursday, 06 February 2026
Example Interaction - Specific Date:
Customer: What times are available for a clean next Wednesday?
AI: Let me check available times for Wednesday, February 12th...
Available slots for Standard Clean (3 hours):
Location 1:
• 9:00 AM
• 11:30 AM
• 2:00 PM
• 4:30 PM
Location 2:
• 10:00 AM
• 1:00 PM
• 3:00 PM
Which time and location work best for you?
Example Interaction - Multiple Days:
Customer: Show me availability this week
AI: Here's availability for this week:
Friday, Feb 7:
• 9:00 AM - Standard Clean (Location 1)
• 2:00 PM - Premium Clean (Location 2)
Saturday, Feb 8:
• 9:00 AM - Base Clean (Location 1)
• 10:00 AM - Base Clean (Location 2)
Let me know which date and time works for you!
No Availability Example:
Customer: What's available tomorrow?
AI: I don't see any available slots for tomorrow (Friday, February 7th).
Would you like to check:
• Later this week?
• Next week?
• A different service?
Let me know and I'll check availability!
Limitations:
- Shows availability but cannot create bookings yet
- Customers must book via website after checking times
- AI explains limitation politely
Example Booking Limitation:
Customer: Book me for 2pm tomorrow
AI: I'm unable to create bookings directly at the moment, but I can help you check availability!
Available times tomorrow (Feb 7th):
• 9:00 AM
• 11:30 AM
• 2:00 PM ← Available!
• 4:30 PM
To book the 2:00 PM slot, please visit your account dashboard.
Authenticated Features (Requires Verification)
These features require OTP authentication to protect customer data:
View Bookings
Displays customer's upcoming and past appointments.
Customer Queries:
- "Show my bookings"
- "What appointments do I have?"
- "My upcoming bookings"
- "Booking history"
- "Do I have anything scheduled?"
Example Interaction - Upcoming Bookings:
Customer: Show my bookings
AI: Here are your upcoming bookings:
1. Standard Clean
📅 Thu, Feb 20, 2026 at 10:00 AM
📍 123 Your Street, London SW1A 1AA
⏱️ 3 hours
🗓️ Location 1
Status: Confirmed
2. Premium Clean
📅 Tue, Feb 25, 2026 at 2:00 PM
📍 123 Your Street, London SW1A 1AA
⏱️ 4 hours
🗓️ Location 2
Status: Confirmed
Need to make changes? Let me know!
Example Interaction - No Bookings:
Customer: Show my bookings
AI: You don't have any upcoming bookings at the moment.
Would you like to:
• Check availability for a new booking?
• View past bookings?
Let me know how I can help!
Example Interaction - Past Bookings:
Customer: Show my past bookings
AI: Here are your recent bookings:
1. Standard Clean
📅 Thu, Feb 6, 2026 at 10:00 AM
Status: Completed
2. Base Clean
📅 Sat, Feb 1, 2026 at 9:00 AM
Status: Completed
Ready to book your next appointment?
Response Format:
- Service name and type
- Date and time (formatted clearly)
- Location/address
- Duration
- Calendar/location name
- Status (Confirmed, Completed, Cancelled)
Cancel Bookings
Allows customers to cancel confirmed appointments within the cancellation policy.
Customer Queries:
- "Cancel my booking on Friday"
- "I need to cancel my appointment"
- "Cancel next week's booking"
- "Remove my booking for tomorrow"
Example Interaction - Success:
Customer: Cancel my appointment on Friday
AI: I found your booking on Friday, February 21st at 2:00 PM.
Standard Clean (3 hours)
Location: 123 Your Street, London
Location 1
Are you sure you want to cancel? Your quota will be restored since you're cancelling more than 24 hours in advance.
Customer: Yes, cancel it
AI: ✅ Your booking on Friday, February 21st at 2:00 PM has been cancelled.
• Standard Clean (3 hours)
• Your quota has been restored
• You have 1 booking remaining this period
Would you like to rebook for a different time?
Example Interaction - Cancellation Too Late:
Customer: Cancel my booking tomorrow at 10am
AI: I found your booking tomorrow (Feb 7th) at 10:00 AM.
⚠️ Cancellation Policy: This booking requires 24 hours notice.
You're within the cancellation window, so cancelling now:
• Will NOT restore your quota
• May incur a cancellation fee (per your subscription terms)
Are you sure you want to proceed with cancellation?
Customer: Yes
AI: ✅ Your booking tomorrow at 10:00 AM has been cancelled.
Note: Your quota was not restored due to late cancellation.
If you'd like to discuss this, please contact us directly.
Example Interaction - Multiple Bookings:
Customer: Cancel my booking next week
AI: You have 2 bookings next week:
1. Monday, Feb 17 at 10:00 AM - Standard Clean
2. Thursday, Feb 20 at 2:00 PM - Premium Clean
Which one would you like to cancel? Reply with 1 or 2.
Customer: 1
AI: [Proceeds with cancellation for Monday booking]
Cancellation Rules:
- Must be within the cancellation window (usually 24-48 hours)
- Quota restored only if within the window
- System checks cancellation policy automatically
- Clear warnings provided before confirming
Get Account Information
Displays customer's profile details and account status.
Customer Queries:
- "Show my account details"
- "What's my account info?"
- "My profile"
- "Account"
Example Interaction:
Customer: Show me my account details
AI: Here are your account details, John:
• Name: John Smith
• Email: john.smith@example.com
• Phone: +441234567890
• Role: customer
Would you like to see your subscription details?
Response Format:
- Full name
- Email address
- Phone number
- Account role (user, admin, etc.)
Privacy Note: Account details are only shown to authenticated users to protect customer information.
Get Subscription Information
Displays customer's active subscription, plan details, and quota usage.
Customer Queries:
- "What's my subscription?"
- "Show my subscription details"
- "What plan am I on?"
- "How many bookings do I have left?"
- "Check my quota"
Example Interaction - Active Subscription:
Customer: What's my subscription status?
AI: Your Subscription Details:
Plan: Standard Membership
Status: ✅ Active
Next Payment: £129.00 on March 1, 2026
📊 Current Period: Feb 1 - Feb 28, 2026
Group Classes:
• 8 of 8 sessions used (0 remaining)
PT Sessions (shared pool):
• 0 of 2 sessions used (2 remaining)
• Can be used for: Personal Training Session, Virtual Training Session
Your next scheduled booking: Feb 20th at 10:00 AM
Example Interaction - Multiple Subscriptions:
Customer: Show my subscriptions
AI: You have 2 active subscriptions:
1. Standard Membership (Monthly)
• Status: Active
• Next payment: March 1, £129.00
• 0 Group Classes remaining
• 2 PT Sessions remaining
2. Drop-in PT Session (One-off)
• Status: Active
• 1 PT session remaining
• Expires: June 1, 2026
Would you like details on a specific subscription?
Example Interaction - No Subscription:
Customer: What's my subscription?
AI: You don't have an active subscription at the moment.
Would you like to:
• View available plans on our website?
• Purchase a one-off service?
Let me know how I can help!
Response Format:
- Plan name
- Status (Active, Paused, Cancelled)
- Next payment date and amount
- Current billing period
- Quota by service type:
- Used vs. total sessions
- Remaining quota
- Shared pools (if applicable)
- Upcoming bookings using quota
Shared Quota Pools: For plans where multiple services share quota:
PT Sessions (shared pool):
• 0 of 2 sessions used (2 remaining)
• Can be used for: Personal Training Session, Virtual Training Session
Customers can use quota for any service in the pool.
Logout
Ends the authenticated session early.
Customer Queries:
- "Log out"
- "Log me out"
- "Sign out"
- "End session"
Example Interaction:
Customer: log me out
AI: ✅ You've been logged out. Send a message anytime to start a new session.
When to Logout:
- Using shared or borrowed phone
- Finished with WhatsApp interaction
- Security precaution
What Happens:
- Session marked as expired
- Re-authentication required for next interaction
- No data is deleted (bookings, subscriptions remain)
Help & General Queries
The AI assistant can answer general questions and provide guidance.
Customer Queries:
- "Help"
- "What can you do?"
- "How does this work?"
- "I need help"
Example Interaction:
Customer: What can you help me with?
AI: I'm here to help you manage your bookings via WhatsApp!
You can ask me to:
• Check service availability
• View your upcoming bookings
• Cancel appointments
• See your account and subscription details
Just ask in plain English—I'll understand! What would you like help with?
Feature Limitations
The current AI assistant focuses on information and simple actions. Some features are not yet available:
Not Available via WhatsApp
How AI Handles Unavailable Features:
Customer: Upgrade my subscription
AI: I don't have access to subscription upgrades at the moment.
To upgrade your plan:
1. Visit your account dashboard
2. Go to Plans & Billing
3. Choose your new plan
Would you like to see your current subscription details?
Roadmap (Coming Soon)
Future releases will add:
- ✅ Create bookings through WhatsApp
- ✅ Reschedule appointments directly
- ✅ Payment reminders and dunning notifications
- ✅ Review requests after completed bookings
- ✅ Proactive notifications (appointment reminders via WhatsApp)
Advanced Features
Context Awareness
The AI remembers conversation context within a session:
Example:
Customer: Show me availability for next week
AI: [Shows Mon-Fri availability]
Customer: What about Saturday?
AI: [Understands "Saturday" refers to next week, shows Saturday availability]
Customer: Book me for the 10am slot
AI: [Knows customer means Saturday 10am from context]
I'm unable to create bookings at the moment. To book Saturday at 10:00 AM, please visit your dashboard.
Context Retained:
- Last service discussed
- Last date checked
- Previous queries in session
- User preferences
Multi-Turn Conversations
Conversations can span multiple exchanges:
Example:
Customer: Show my bookings
AI: [Lists 2 upcoming bookings]
Customer: Cancel the first one
AI: [Confirms cancellation for first booking]
Customer: What's available on that day now?
AI: [Shows availability for the cancelled date]
Error Recovery
If AI doesn't understand, it offers helpful suggestions:
Example:
Customer: Abcdefg (gibberish)
AI: I'm not sure what you're asking. I can help with:
• Viewing services
• Checking availability
• Viewing your bookings
• Cancelling bookings
• Account information
What would you like help with?
Natural Language Understanding
The AI understands various phrasings for the same intent:
Service Listing Variations
All of these trigger service listing:
- "What services do you offer?"
- "Services"
- "Show me what you do"
- "What can I book?"
- "List services"
- "What do you provide?"
Availability Variations
All of these check availability:
- "What times are available next week?"
- "Show me slots for tomorrow"
- "When can I book?"
- "Availability next Wednesday"
- "Do you have any openings Friday?"
Booking Variations
All of these show bookings:
- "Show my bookings"
- "What appointments do I have?"
- "My schedule"
- "Upcoming bookings"
- "Do I have anything booked?"
Performance & Reliability
Response Times
Accuracy
The AI prioritizes accuracy over speed:
- Confirms destructive actions (like cancellation) before executing
- Shows clear data (dates, times, locations) to avoid confusion
- Explains limitations rather than failing silently
Availability
- 24/7 operation (no downtime for bookings)
- Instant responses (no waiting for human agent)
- Concurrent sessions (multiple customers simultaneously)
Best Practices for Customers
Clear Communication
Do:
- Be specific with dates: "next Wednesday" instead of "soon"
- Use simple phrasing: "show bookings" instead of "I was wondering if..."
- One request per message for clarity
Don't:
- Send very long messages with multiple questions
- Use overly complex language
- Expect the AI to remember things from previous sessions
Security
Do:
- Log out on shared phones
- Keep verification codes private
- Report suspicious activity
Don't:
- Share verification codes with others
- Leave WhatsApp session active on public devices
Getting Help
If stuck:
- Try rephrasing your question
- Type "help" for guidance
- Contact business directly via website/email
Next Steps
- WhatsApp AI Assistant – Setup and overview
- WhatsApp Customer Experience