Workflows send the right messages at the right time without you having to think about it: reminders before the appointment, thanks afterwards, follow-ups on no-shows. Set up once, they work for every matching booking.
Creating and editing workflows requires the configure permission. Up to 20 workflows are possible per workspace.
Anatomy of a workflow
A workflow consists of a trigger, a time offset, a scope and actions:
While writing, a live preview with sample data helps, and Test an mich senden (send a test to me) delivers the message to you before real guests get it.
Variables
In subject and body you insert variable chips that are filled with real data on sending:
| Variable | Content |
|---|---|
guest_name | The guest's name |
guest_email | The guest's email address |
guest_phone | The guest's phone number (if collected) |
host_name | The host's name |
event_name | The event type's name |
starts_at | Date and time of the appointment |
location | Location or meeting point |
company_name | Your company name |
Unknown variables block saving, so a broken message can never go out.
The eight templates
Instead of starting from scratch, pick a template and adjust it:
- Reminder to the guest (Erinnerung an den Gast)
- Reminder to the host (Erinnerung an den Host)
- Thanks after the appointment (Danke nach dem Termin)
- Cancellation info to the host (Absage-Info an den Host)
- Follow-up after the appointment (Nachfassen nach dem Termin)
- No-show reactivation (No-Show-Reaktivierung)
- Appointment reconfirmation (Termin-Rückbestätigung)
- Send documents in advance (Unterlagen vorab senden)
System workflows
Some messages are a fixed part of the tool and marked with a System badge in the list: the booking confirmation, the cancellation email and, where applicable, a 24-hour reminder migrated from earlier versions. System workflows are visible but fixed: they have no switch and cannot be turned off. This guarantees that every guest always receives a confirmation.
The WhatsApp channel
An action can send via WhatsApp to the guest once your workspace's WhatsApp bot is connected. The rules:
- Delivery only inside the active 24-hour conversation window (the guest wrote to you on WhatsApp within the last 24 hours) and only when a phone number is on file. If a condition is not met, the run is marked as skipped in the log, with a plain-language reason such as guest without phone number.
- Messages are limited to 1000 characters.
- Each delivered WhatsApp message costs a few credits, deducted silently in the background. If nothing is delivered, no credits are charged.
- If the balance is insufficient, the run ends as failed with the reason that the credit balance does not cover the WhatsApp sending. After topping up, Erneut senden (send again) retries.
The delivery log
The log shows every run of the last 90 days with the status planned, sent, failed or skipped. Skipped runs name their reason in plain language, for example:
- Appointment cancelled (a reminder for a cancelled appointment is discarded)
- Reschedule, no cancellation message (cancellation workflows deliberately skip reschedules)
- Send time missed (the planned send time was already in the past when created)
- Booking was fresh, the confirmation suffices (no reminder right after booking)
Further reading
Back to the overview: Appointment Booking. Next page: Routing forms. For skipped or failed WhatsApp runs: Troubleshooting.