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Bookings

Staff confirm on WhatsApp

The AI takes the appointment request; your staff confirm it on WhatsApp with one tap, and the customer is told.

Zack Lam
Authored by Zack LamFounder, doTask
Two people in a yoga studio
Bookings
Read it in the appThe same article opens from Help inside app.dotask.io, beside the screen it describes.

For a business where a person decides who goes and when: a service, a repair or an installation. The AI Agent collects what you ask for (name, phone, address, service, the date and time they prefer), repeats it once and, after the customer says yes, sends the request to your staff on WhatsApp from your business number. Nothing goes into the calendar until someone confirms.

  1. Connect your WhatsApp number under Settings → WhatsApp. A number on the WhatsApp Business app works too, and your staff see the same messages there.
  2. Bookings → Settings → Staff confirm: add your staff with their own WhatsApp numbers, the language their messages should be in, and the calendar a booking they confirm goes into.
  3. Tell them they will get appointment requests from your business number, and ask each of them to send it any message (hi is enough) from their own WhatsApp. WhatsApp only lets a business message people who agreed to hear from it; the list shows Ready once they have. Anyone who sends STOP is not asked again.
  4. Press Create templates, so staff and customers can still be reached more than 24 hours after their last message. Meta approves them, usually within minutes.
  5. Switch it on and Save. Try it from your own phone: ask the AI for an appointment.

What your staff see

  • The request: reference, customer and phone, service, the time asked for, the address, any note. Three buttons: Confirm, Suggest another time, Not me.
  • Confirm: the first person to tap it gets the booking. It goes into their calendar with the request’s reference, and everyone else asked is told who took it.
  • Suggest another time: they reply with a time in their own words (Fri 3pm, esok pukul 10 pagi, 明天下午三点). The customer is offered it with Yes, that works and Another time; yes books it with that person.
  • Not me: with Everyone at once nothing more happens unless everyone says it; with One at a time the next person is asked straight away. The next person is also asked when nobody answers within the wait you set.

What the customer sees

We have your request and will confirm shortly, then the confirmation with the time, who is coming and the reference, in English, Malay or Chinese as they wrote. If the booking is later moved in the calendar they are told the new time. If nobody confirms in the time you set, the chat goes to your inbox and the customer is told a colleague will be in touch. Your reminders (Bookings → Settings, or two of them with Autopilot → Reminders and no-shows) go out before the confirmed time as for any booking.

Costs and WhatsApp’s rules

  • Inside 24 hours of someone’s last message the buttons and the confirmation go as service messages. Meta lets each number send 1,000 of those a month free, then charges for them (since 1 October 2026).
  • After 24 hours only an approved template can be sent, which Meta charges as a Utility message. Without the staff template, staff outside 24 hours are skipped; without the customer template, your team is asked to tell the customer.
  • Anyone who sent STOP to your number is not messaged. Staff numbers are never answered by the AI.
  • WhatsApp cannot post into an existing WhatsApp group, so each staff member gets the request in their own chat with your number.

Keep a Google Sheet in step

Settings → Developers → Webhooks: add your sheet’s Apps Script web app address and pick appointment.confirmed, appointment.rescheduled and appointment.cancelled. Each carries the reference, name, phone, address, service, staff, date and time, so the script writes one row per reference and updates it when it changes, never twice. Your customers go the other way through the API (POST /v1/api/contacts, matched by phone), so the AI knows who it is talking to. doTask support can send you a ready-made script.

TipTurn off Ask staff to confirm and the AI books straight into the calendar again, as before.
See also:All documentationFAQ