WHATSAPP REVENUE ENGINE
This module connects the WhatsApp Business API (via Twilio) with Alex Reservations, allowing you to automate communication with your customers.
WhatsApp has become one of the most powerful communication channels for restaurants.
Compared with other channels:
- WhatsApp open rate: 90-98%
- SMS open rate: around 80-90%
- Email open rate: typically 20-40%
Customers already spend a large part of their day on WhatsApp and are comfortable communicating with businesses there. Because of this, WhatsApp messages are usually read within minutes.
This makes WhatsApp one of the most effective channels for confirmations, reminders and operational communication with customers.
Using WhatsApp you can:
- Send booking confirmations
- Request booking reconfirmations
- Create bookings directly from WhatsApp messages
- Manage conversations with customers from the dashboard
- Automate reminders, confirmations and reconfirmations
Another important advantage is that restaurants can run Ads-to-WhatsApp campaigns instead of sending customers to a website.
In many cases this converts better because the customer can start the conversation immediately without needing to visit a website first.
Restaurants can also place a “Reserve via WhatsApp” button on their website, allowing customers to start the reservation directly from WhatsApp.
How it works
The WhatsApp integration works in four simple steps:
- A customer sends a message to your WhatsApp number
- The system replies automatically with a booking message
- The customer opens the reservation widget and creates the booking
- The confirmation and future reminders are sent automatically via WhatsApp
WhatsApp Business App vs WhatsApp Business API
Alex Reservations uses the WhatsApp Business API for automation.
This is different from the WhatsApp Business App used on a mobile phone.
Most restaurants will use both channels:
WhatsApp Business App (mobile)
Used by the staff to chat manually with customers.
WhatsApp Business API (Twilio)
Used by Alex Reservations for automated messages such as:
- booking confirmations
- reminders
- reconfirmations
This separation is important.
The API is designed for automation, while the mobile app is designed for manual conversations with customers.
1. Create a WhatsApp Sender in Twilio
To use WhatsApp automation with Alex Reservations you need to create a WhatsApp Sender in Twilio.
A WhatsApp Sender is the phone number that will send and receive WhatsApp messages through the WhatsApp Business API.
This requires:
- A Twilio account
- A phone number purchased or registered in Twilio
- A Facebook Business account connected to WhatsApp Business
Important:
You cannot use your existing WhatsApp Business App number for the automation system.
The WhatsApp number used by the API is managed through Twilio and connected to the WhatsApp Business API.
Once your sender is approved you can configure it inside Alex Reservations.
2. Configure Twilio inside Alex Reservations
This video explains how to connect your Twilio WhatsApp Sender with Alex Reservations.
You will configure:
- Account SID
- Auth Token
- WhatsApp Sender Number
- Webhooks
We have also created a set of default WhatsApp templates so you can start sending messages immediately.
With a single click, you can generate the templates in your language and upload them to Twilio for approval.
3. Sync WhatsApp Templates
WhatsApp requires approved templates before you can send notifications.
This video explains how to synchronize your templates from Twilio / WhatsApp Business into Alex Reservations.
We have already created all the templates you need for the different notification types.
However, you can also create your own templates in Twilio and connect them to Alex Reservations.
To do this you need to:
- Create a template in Twilio and submit it to Meta for approval
- Refresh the template list in Alex Reservations
- Check the template status before using it in production
4. Map WhatsApp Templates to Reservation Events
Once templates are synced, you need to map them to reservation events.
Examples:
- Booking pending
- Booking pending payment
- Booking confirmation
- Booking reconfirmation
- Booking rejected
- Booking cancelled
- Booking no-show
- Booking feedback
- Reminder messages
- Reconfirmation messages
- Default reply
This video shows how to link each template with the correct event.
5. Create a Booking from WhatsApp
When a customer sends a message to your WhatsApp number, the system will automatically send a default reply.
This reply uses the default template provided by Alex Reservations, or you can create your own template in Twilio and connect it inside Alex Reservations.
The template should include a {book_now} link that opens the reservation widget so the customer can create a booking.
The widget opens directly inside WhatsApp to make the experience smoother for the customer instead of redirecting them to an external browser.
The booking page is displayed without your WordPress theme, keeping the interface clean and optimized for the WhatsApp environment.
Opening the widget directly inside WhatsApp improves conversion rates and keeps the booking experience simple and user-friendly.
Once the customer completes the reservation, they will immediately receive a confirmation message through WhatsApp.
After a reservation is made via WhatsApp, you can easily contact the customer directly from the dashboard if you need additional information.
Typical WhatsApp booking flow:
- Customer sends a message to your WhatsApp number
- The system sends the booking template
- The customer taps the "Book Now" link
- The reservation widget opens inside WhatsApp
- The customer completes the booking
- The confirmation is sent automatically
6. Confirm a Booking via WhatsApp
You can also send a specific WhatsApp message when changing the status of a reservation.
For example, if you receive bookings with the status Pending, you can confirm them and automatically send a WhatsApp confirmation message to the customer.
This video explains the process.
7. Request Booking Reconfirmation
Reconfirmations help reduce no-shows.
Reminders and reconfirmations can be sent automatically to customers, but you can also send them manually from the WhatsApp dashboard.
This feature asks the customer to confirm their reservation before the booking time.
You can schedule reminders and reconfirmations to be sent automatically.
A common strategy is:
- Send one or two reminders before the reservation
- Send a reconfirmation a few hours before the booking time
This significantly reduces the risk of no-shows.
8. Agent Mode vs Bot Mode
Alex Reservations provides two ways to manage WhatsApp conversations:
Bot Mode
- Automatic responses
- Rule-based answers
- Fully automated workflows
Agent Mode
- Staff can manually reply to customers
- Direct conversations with guests
- Useful for complex requests
This tutorial explains how to enable and use Agent Mode.
When replying from the dashboard, each message sent to the customer shows whether it was sent by an agent or by the bot, along with the name of the agent who replied.