Appointment reminders can come from the number your customer chats on
Running a number per branch or project? Reminders and confirmations can now arrive in the thread your customer already uses, instead of from one central number.
Released 14 October 2026
A customer who chats with your branch's number now hears about their booking from that same number, so the reply lands with the team that looks after them.
What's new
- A new box on the Notifications step. Tick Reply on the number the customer chats on in Settings → Appointments → Notifications. It is off until you tick it.
- Reminders follow the conversation. A reminder goes from the number the customer last messaged you on, so it lands in the thread your team already works in.
- So do confirmations sent as a template. That includes bookings from your booking page, the diary or the API, if you send those a WhatsApp confirmation.
Worth knowing
- Your numbers need to share one WhatsApp Business Account. Templates are approved per account, so the box appears only when two or more of your numbers sit on the same account as the number you chose. Keep your templates approved there.
- The number you chose is still the fallback. A customer who has never messaged you, who chats on a paused number, or on a number on another account, hears from it as before.
- A returning customer booking on your booking page may get their confirmation from the number you chose. Their reminders still come from the number they chat on.
- Messages to your team are unchanged.