The customer's answer suggests an urgent or unsafe condition
Response
Stop the booking and pass the chat to your team with your urgent-care instruction.
Customer safeguard
Never diagnose or reassure beyond your approved guidance.
Clinics, home services, consultants and appointment-led businesses
Book the right appointment on WhatsApp
Find the right service, then confirm a time that suits.
Hirfa Home ServicesBusiness Account
Today
- Choose a service
Build the conversation in this order
Use a richer format only when it saves the customer a step.
List
Identify the service
Start with a short service list instead of asking the customer to know how your teams are organized.
WhatsApp Flow
Collect qualifying details
Ask only for information that changes the service, urgency or appointment length.
Location
Confirm the place
Use a precise pin for on-site visits or show the exact branch for an in-person booking.
Reply buttons and document
Offer a confirmed time
Present the time, repeat the preparation and return a confirmation the customer can keep.
Have the facts ready first
No chat can make up for missing prices, stock, policies or locations.
- Service list with the details that affect appointment length
- Your booking hours and rules
- Branch addresses or service-area boundaries
- Urgency language that does not overstate what the business can assess
Plan for common exceptions
Say what's known, ask for what's missing and never invent a result.
The requested time is taken
Response
Offer the nearest times your team has confirmed and let the customer choose another day.
Customer safeguard
Never offer a time your team hasn't confirmed.
The service address is outside the covered area
Response
Explain the service boundary and offer an eligible branch or remote option when one exists.
Customer safeguard
Do not accept a visit the business cannot fulfill.
The customer needs to reschedule
Response
Confirm the booking being changed, show valid alternatives and return the updated confirmation.
Customer safeguard
Keep only one active appointment after the change succeeds.