As soon as the decision is madeUtility
service_alert_v1Hi {{first_name}}, {{what_changed}}. {{what_it_means}}. Reply here to {{next_step}}.
RebookRefund
SUPPORT USE CASE
Tell affected customers first.
When plans change (a closure, delay, outage or weather cancellation), message the customers affected straight away and handle replies in one place.
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9:41
Today
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Hi Sarah, our opening hours have changed. We now open at 8 am. Reply here to book online.
10:02 amRebookRefund
Can I join Sunday instead?
10:14 am ✓✓Sunday 9am has space. You’re booked in.
10:15 amMessage
Sheet · Clinic update
Illustrative example. Names and details are made up.
FOR CLINICS
Keep people informed.
Service alerts and changes reach people on their phone, with a way to reply if they have questions.
- Team
- Support
- Starts from
- Google Sheets · Contact import · Zapier
- Goal
- Customers who know in time, and fewer complaints.
- Meta category
- Utility
IN PRACTICE
When plans change (weather, closures, outages, delays), affected customers need to know quickly, in a place they’ll see. Keep an approved alert template ready so you can send it the moment the decision is made.
THE JOURNEY
How it runs.
- Starts when
- You filter affected customers into a sheet or list and send a campaign.
- Stops when
- Message sent; replies resolved by your team.
- Select Choose only the customers affected.
- Send A clear message: what happened, what it means for them, what to do next.
- Handle replies Rebooking and refund questions go to the shared inbox.
CAMPAIGNMarket & Audience
CAMPAIGNTemplate
CAMPAIGNCustomise
CAMPAIGNReview & Send
Styled like ConvoHut’s flow builder. Every node is editable.
THE FULL PLAYBOOK
Everything you need to launch it.
The exact messages, the sheet, the build and the rules.
Template names and wording are examples. Write in your own voice and submit templates to Meta for approval; Meta confirms the category.
Service alerts and announcements · example sheet
| A | B | C | D | E | |
|---|---|---|---|---|---|
| 1 | first_name | phone | booking | what_changed | next_step |
| 2 | Ruby | +61 4•• ••• | Sat 9am class | Saturday’s 9am class is cancelled due to storms | rebook |
| 3 | Jai | +61 4•• ••• | Sat 9am class | Saturday’s 9am class is cancelled due to storms | rebook |
| 4 | Eve | +61 4•• ••• | Sat 10am class | Saturday’s 10am class is cancelled due to storms | rebook |
Only the phone column is required. The highlighted row is the newest: adding it starts the journey. Example data only.
- CampaignMarket & Audience
Select only the affected bookings from your sheet.
- CampaignTemplate
service_alert_v1, approved in advance.
- CampaignCustomise
Map what changed and the next step.
- CampaignReview & Send
Send now.
On reply
Rebooking and refund replies go to the shared inbox.
On timeout
No automatic follow-up.
On opt-out
The contact leaves the journey straight away and is excluded from future marketing messages.
Mistakes to avoid
- Waiting for template approval during the incident.
- Sending to everyone, not just those affected.
- No clear next step.
The moment
Storms close your venue tomorrow and 60 people have bookings.
Phones ring nonstop, emails aren’t read in time, and customers arrive to locked doors.
Data you need
- First name
- WhatsApp number
- Booking or account
- What changed
- Next step
Measure
- Customers alerted
- Time from decision to message
- Replies handled
- Complaints
Good practice
- Get the template approved before you need it.
- Say what the customer should do next.
- Only message the people affected.
Works for
Free PDF- Venues and classes
- Schools and childcare
- Utilities and ISPs
- Tour operators
Service alerts and announcements playbook
Journey, sample messages, setup checklist and metrics.
Download ↓FAQ
Questions.
Can I send this to everyone?
Send it to customers affected by the change. A broad announcement to all customers is usually a marketing campaign.
How fast can it go out?
As soon as you have an approved template and the list, you can send the campaign.
Who owns the number and the data?
You do. ConvoHut connects to your own WhatsApp Business Account, and Meta bills messages to you with no ConvoHut markup.
RELATED
Often used together.
Support
Shared inbox for customer questions
Bring WhatsApp questions into one shared inbox with the customer’s details and journey history, so your team replies fast and nobody answers twice.
Google Sheets · Zapier · ShopifySee the journey →SupportAppointment confirmations and reminders
Confirm bookings and remind customers before appointments, with an easy way to confirm or reschedule by reply.
Google Sheets · Zapier · Contact importSee the journey →SupportOrder and shipping updates
Send order confirmations, dispatch and delivery updates on WhatsApp, and handle any questions in the same thread.
Shopify · Google Sheets · ZapierSee the journey →IN THE APP
How this runs in ConvoHut.
A new row or form entry starts the journey, then replies decide the next step.
A journey running step by step
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