Send WhatsApp and SMS to the contact number
Learn how a workflow reaches guests by WhatsApp or SMS even when the booking has no phone number
Many booking pages don't ask for a phone number. A WhatsApp or SMS step can then use the number from the guest's CRM contact.
Choose the recipient
Open the WhatsApp or SMS step in your workflow and pick one of these actions:
| Action | Which number is used | Without a number |
|---|---|---|
| Send to booking or contact number | The number from the booking, otherwise the contact's number | WhatsApp is skipped, SMS goes out as an email |
| Send to attendees | Only the number from the booking | WhatsApp is skipped, SMS goes out as an email |
New WhatsApp and SMS steps in booking workflows start on the booking or contact number. Existing steps stay as they are until you change them.
The number from the booking always wins. The guest just gave it, and the number on the contact may be older.
Good to know
- Group bookings: Each guest gets the message at their own number. If one guest cancels, only their messages stop.
- Contact and booking stay unchanged: The number is only read for sending and is not copied onto the booking.
- Consent still applies: A contact who declined marketing messages doesn't get them. Meeting messages such as confirmations and reminders still go out.
- Trial: Trial accounts don't send SMS or WhatsApp messages.
Red notice on the step
If no guest had a number, the WhatsApp step shows a red notice in the workflow. SMS steps don't need one, because the guest gets the message by email instead. It tells you what to do:
| Notice | What you can do |
|---|---|
| No guest gave a number, but their contact has one | Switch the step to the booking or contact number |
| No guest gave a number | Add a phone field to the booking form |
| Neither the booking nor the contact has a number | Add a phone field to the booking form |
The notice clears after the next successful send or when you change the recipient. Skipped WhatsApp messages are not sent later.
Was this article helpful?
Let us know if this article answered your questions.
Related articles
- Create deals from form submissionsAutomatically create CRM deals in the right pipeline based on a visitor's interests.
- Meeting Reminders and WorkflowsSet up reminder emails before a meeting and follow-ups after it, choose when they are sent, and find out why a reminder email was not sent.
- Use AI steps in workflowsAdd an AI step to a workflow to generate text like summaries and follow-up drafts, and trigger workflows when a website-chat lead is captured.