Start with the support problem
Appointment businesses lose bookings in the gaps: a visitor asks a question when nobody is free, a phone call goes unanswered, or two people double-book the same slot. Messages arrive by phone, email, WhatsApp and the website, and nobody has the whole picture. The aim is fewer missed enquiries and fewer double bookings, without a receptionist watching a screen all day.
A workflow to put into practice
Step 1
Put your hours on the chat
Set office hours for each website in your own time zone and write an away message that says when you reply. Outside hours visitors can leave an email address, and your reply reaches them by email if they have gone.
Set office hours →Step 2
Let people book a time themselves
Create a booking page for each kind of appointment with its length, an optional break, the hours you take bookings and who takes them. Customers see free times in their own time zone, get a confirmation with a calendar invitation and a link to cancel, and a booked time cannot be taken twice.
Set up booking pages →Step 3
Send the booking link from the chat
When a visitor asks for a time, send them a booking link from the conversation with the command palette. When they book, a private note appears in that conversation so the next person knows what was agreed.
How the inbox works →Step 4
Follow up where customers already are
Connect WhatsApp, email and website chat to one inbox, use saved replies for the answers you give every day, and assign each conversation to the person who looks after that customer.
Connect your channels →
Example: a first-time visitor books a consultation
Illustrative workflow to test with your own team.
- A visitor writes on your services page, "How long is a first appointment and can I come after work?"
- Your team answers from a saved reply about appointment lengths, then sends the booking link for the first consultation.
- The visitor picks Thursday at 6 pm in their own time zone and receives a confirmation with a calendar invitation.
- A private note appears in the conversation with the booked time. The next day the same person messages on WhatsApp and the whole history is in one place.
Before you go live
- Create one booking page per appointment type and check the hours, length and break against your real calendar.
- Book a test appointment yourself and cancel it from the email link, to see both sides.
- Write saved replies for opening hours, prices, preparation and cancellation rules.
- Decide who is notified of new bookings and who answers chat in each time slot.
- Tell visitors in the chat not to share sensitive personal or medical details, and set how long you keep conversations under Data and privacy.
What to measure after launch
- Enquiries answered outside hours
- Look at conversations that arrived while you were closed and how soon they were answered the next day.
- Bookings from chat
- Count bookings that follow a conversation, to see whether sending the link is working.
- Cancellations and no-shows
- If many people cancel, check whether the confirmation explains the rules clearly.
Questions about this setup
Can customers book appointments through Frosvo?
Yes. You create booking pages with a length, hours, a time zone and who takes the bookings. Customers choose a free time in their own time zone and receive a confirmation with a calendar invitation and a link to cancel. Booked times cannot be taken twice.
Can I send a booking link from a chat?
Yes. Use the command palette in a conversation to send a booking link. When the customer books, a private note appears in that conversation, so your team sees what was agreed.
Does Frosvo handle sensitive personal information?
Ask visitors not to share sensitive details in chat, and keep that kind of conversation on the phone or another secure channel. You choose how long conversations are kept and can export or erase one person's data on request. Check your own legal duties with an adviser.
Can customers message me on WhatsApp?
Yes. Connect WhatsApp through the Cloud API and its conversations arrive in the same inbox as website chat and email. WhatsApp has a reply window and approved templates for starting conversations, explained in the setup guide.