The problem: busy hands
Nobody can answer a phone in the middle of a colour or a massage. Messages wait until the next break, and a client who wanted a slot this evening books somewhere that answered first.
Most of those messages are the same few questions, and the answers are on your price list and in your calendar. That's what an AI agent can handle while your hands are busy.
What clients ask
- How much is a balayage? How long does a facial take?
- Any slots tomorrow after 5?
- Do you do bridal or group packages?
- Do you sell gift cards?
- Where are you, and is there parking?
- Can I move my appointment to Friday?
Bookings that fit your day
- Give each service its real length, so a 90-minute colour never gets squeezed into 45 minutes.
- Add a gap after appointments if you need time to clean up or reset a room.
- Set minimum notice, so nobody books a slot 10 minutes away.
- Add closed days and holidays on top of your weekly hours.
- Offer a few open times to tap rather than asking “what time suits you?”.
On WhatsApp, open times can be shown as a list the client taps, up to 10 at a time. How to let customers book appointments in a chat
Cutting no-shows
- Write your cancellation policy into your knowledge, so the agent can quote it when someone books or cancels.
- Let clients move or cancel in the same chat: an easy cancellation frees the slot for someone else.
- Confirm first-time clients' bookings by hand if you want to check them first.
- Send reminders as approved utility templates, since a reminder the day before is usually outside the 24-hour window.
HeyKiko doesn't take payments or deposits, and doesn't send appointment reminders yet. Clients are told in the chat when a booking is confirmed, moved or cancelled.
Bringing regulars back
WhatsApp is a good place to tell past clients about a free slot or a seasonal offer, within its rules. Meta requires opt-in before you message people on WhatsApp, stating your business's name and that they're agreeing to hear from you; ask when they book or pay, not by adding everyone who ever messaged. Meta: getting opt-in
Offers go out as marketing template messages, which Meta charges per delivered message. When a client replies, the 24-hour window opens and an AI agent can answer and book in the same chat. WhatsApp API cost calculator · Meta: customer service windows
When to hand over to your team
- A client asks for a person, or is unhappy with a treatment.
- A reaction to a product or treatment: that needs a person straight away.
- Anything that needs judgement, such as a colour correction quote or a large group booking.
WhatsApp's own policy asks businesses using automated replies to offer a prompt, clear way to reach a person. WhatsApp Business Messaging Policy · When to hand a chat to a person
Setting it up in HeyKiko
- Step 1
Train it on your menu
Your website, or your price list as a document: services, durations, prices and policies.
- Step 2
Add your services as appointment types
Each with its length, plus your hours, closed days, notice and gaps.
- Step 3
Connect Google Calendar
Busy times are never offered and confirmed bookings appear there. HeyKiko books into the Google Calendar you connect to the agent.
- Step 4
Connect WhatsApp
Kiko answers, books and hands chats to your team in the shared inbox.
- Step 5
Bring regulars back
Send an approved template to a list or tag of opted-in contacts; Kiko answers the replies and books.
Sources
Checked on 5 November 2026. We make HeyKiko, which this guide uses as its example; Meta’s rules apply to every tool.
