Your customers can message your business on WhatsApp and get help straight away — browsing services, booking a session, cancelling one, checking their pack or subscription, asking for an invoice, or leaving a message for you. The assistant handles it in plain conversation, day or night.
Where to Find This
There is no setup screen for the WhatsApp assistant, and nothing for you to connect or switch on. It comes with your plan, and the WhatsApp business number your customers message is provided and looked after by Bizzly — you never enter any sign-in details for a messaging service.
On your own website. A green WhatsApp button sits in the bottom-right corner of every page, added automatically. Clicking it opens a small panel headed Chat with us, with an "Online" marker and a Start chatting button that hands the customer straight into WhatsApp with an opening message already typed. This is how most customers will find the assistant, and it appears without you doing anything.
In your console. The one place it shows up on the admin side is your usage figures:
Services → Account → Purchased Services → Plan Usage
A WhatsApp Messages card there shows how many messages have been used this billing period against your monthly allowance.
The assistant is included on the Standard and Pro plans. On the base plan it isn't available — the WhatsApp button doesn't appear on your website at all, and anyone who messages the number directly gets a short reply saying the assistant isn't on the business's current plan, suggesting an upgrade to Standard or Pro. The WhatsApp Messages card doesn't appear on plans that don't include it either.
What Your Customers Can Do
Here's the full list. Some of it works straight away — browsing services, checking open times, checking your rules, reading help articles and asking you to get in touch. Everything tied to a specific person needs the 6-digit code first.
Finding and booking
- Browse your services, with descriptions and durations
- Check open times for a service on a given date
- Book a session there and then — this is a real booking, not a request
- Look for a repeating slot, such as the same time on the next four Mondays, and book the ones that are free
- Suggest alternatives when the time they asked for is taken
- Join the waitlist when a class or group session is full, and get a message with a claim link if a place opens up
Managing what they've already got
- See their upcoming bookings, with dates, times and status
- Cancel a single session
- Ask what a whole pack would refund before cancelling it, then cancel the pack if they want to go ahead
- Leave a waitlist they no longer want to be on
- Check their account details and their subscription, including how many sessions are left
- Get links to their invoices — the three most recent, or one particular invoice by number or date
Getting help
- Ask about your business — locations, plans and prices, and anything else described on your own website — and get an answer drawn from your actual pages, not a guess. No verification needed for this one.
- Check your booking and cancellation rules — how far ahead bookings open, booking cutoffs, notice periods and each pack's refund policy. No verification needed for this one.
- Search your help articles and read the answer in the chat
- Raise a support request, add a follow-up to one, and check the status of requests they've already raised
- Ask you to get in touch — the assistant takes their name, email and message and passes it to your team. This one works even for someone with no account.
The assistant reads its answers about your business from your own website, and keeps that up to date automatically overnight — so a change you make to a page, service or price is reflected within a day, with no action needed from you. A newly launched site is covered from day one.
Customers don't need special wording. "What's free next Wednesday?", "book me in at 2pm", "cancel Friday" and "show my bookings" all work. So do fuller sentences — the assistant reads it as ordinary conversation.
What It Can't Do
- Change a plan or take a payment. The assistant never handles card details. It can point a customer at their invoices and their subscription details, but upgrading, downgrading or updating a payment method happens on your website.
- Edit personal details. Names, email addresses and phone numbers are changed by the customer in My Profile → My Details on your website.
- Move a booking. There's no reschedule step — a customer cancels and books again.
- Work before verifying. Anything to do with a specific person's bookings, account or invoices needs the 6-digit code first. Browsing services, checking open times, checking your booking and cancellation rules, reading help articles and asking you to get in touch don't.
What Cancelling Actually Does
This is the part customers most often misunderstand, so it's worth knowing what the assistant will tell them:
- A single session from a pack is not refunded. The assistant says so before it cancels anything — "Individual pack sessions aren't refunded." — and asks them to confirm.
- Unless your plan returns the session to the pack. If you've set that plan up to give the session back so it can be rebooked, the assistant says "The session has been returned to your pack to rebook." instead. No money moves either way.
- Cancelling a whole pack is the only path that can refund money. The assistant first reads out a quote — how many remaining sessions would be cancelled and the exact refund under your policy — and only cancels once the customer replies "yes". If your policy gives no refund, the quote says so plainly before they decide.
- Season subscriptions aren't cancelled this way. Their sessions can be cancelled one by one, but the subscription itself is managed from the customer's account page.
The refund figure the assistant quotes comes from your own cancellation policy for that plan. It never estimates or promises an amount of its own.
Limits That Apply
A monthly message allowance. Each plan includes a number of WhatsApp messages per billing period. When it runs out, the assistant sends one last message — "You've reached your monthly WhatsApp message limit. Please upgrade your plan or wait until next month to continue using the AI assistant." — and then stops replying until the period rolls over or you move up a plan. Watch the WhatsApp Messages card under Plan Usage to see where you are.
People with no account get five messages. If someone messages from a phone number that isn't registered with any account, the assistant still helps for up to five messages. The prefilled opener from your website's chat button doesn't count, and neither do the messages they spend asking your team to get back to them, so that handover always gets to finish. On the fifth message it adds a note explaining that's its last reply for unregistered numbers, naming your website to sign up on and offering to pass their details to your team. After that it stops responding to that number, unless they take up that offer. The website it names is the one the conversation came from (your site's chat button says which) or, if you only have one site, that one. A business with several sites is never guessed at: the assistant asks which location the person books with, and their answer to that question is always accepted.
That five-message allowance is a good reason to keep your sign-up page easy to find — a curious first-timer gets a real conversation, then a clear next step.
What Business Owners Can Do in the Chat
If you message from a phone number registered to your own admin account, the assistant gives you a few extras once you've verified:
- Booking statistics for a period — totals and recent activity
- All bookings across your customers, filtered by status
- Customer lookup by name, email or phone, with their recent bookings
Telling Customers About It
The main work is already done for you: the WhatsApp button is live on every page of your website, so anyone browsing can start a conversation in two taps. Everything below is about catching the customers who aren't on your site at that moment.
Worth mentioning WhatsApp in:
- Booking confirmation and reminder emails
- Your email signature
- Social media profiles and printed material
- Your website's contact page, if you'd like something more prominent than the floating button
Something as simple as "Book, change or cancel on WhatsApp — message us anytime" is usually enough.
Need the number itself to put in an email or on a card? It's the number behind the WhatsApp button on your own website — open your site, click the button, then Start chatting — the number is shown in the WhatsApp conversation that opens. It isn't shown anywhere in your console, so ask support if you'd like it confirmed in writing.
Troubleshooting
The WhatsApp button isn't on my website. It only appears on Standard and Pro. If you're on one of those and still don't see it, give the page a moment — the button fades in shortly after the page loads rather than appearing instantly. If it still doesn't appear after a reload, contact support — there are a couple of causes at our end that you can't see or fix.
A customer says nothing comes back. Check the three things that stop replies, in this order: your plan includes the assistant; your monthly message allowance hasn't run out (Plan Usage); and their phone number is registered to their account, since unregistered numbers stop getting replies after five messages.
A customer can't get past the verification code. The code lasts 10 minutes and allows 3 attempts. Ask them to say "verify" for a fresh one. If it still fails, their phone number probably isn't on their account — see WhatsApp Authentication & Security.
A customer expected a refund and didn't get one. Cancelling one session from a pack never refunds. Cancelling the whole pack is the path that can, and only within your own policy. See the cancelling section above.
The assistant misunderstands a request. Ask the customer to be specific about the service and the date — "Standard Clean next Wednesday" rather than "something soon". Very long, hedged sentences are the usual culprit. When it genuinely can't work out what's being asked, it doesn't just repeat a canned menu — it tries to answer naturally using your help articles and the recent conversation, and only falls back to a fixed list of what it can help with if that comes up empty.