When a salon stylist marks an appointment as 15 or 30 minutes late, that stylist's next two clients get a WhatsApp message with the new start time and a one-tap link to reschedule. Any change shows in the booking system and at the front desk.
Typical results
Under 1 min
From late flag to client message
≈3 hrs/wk
Reception time on call-ahead work saved
Figures reflect typical results for this kind of automation.
The challenge
A color that takes longer than planned pushes back the rest of a stylist's day, and the next clients arrive on time only to wait 20 minutes or more. Reception tries to call ahead between checkouts but rarely reaches everyone. Clients who weren't warned call to ask, grumble in the waiting area or leave a sharp review.
Before and after
Calls to reception about delays per week
−60%Reception time on call-ahead work per week
−75%Minutes clients wait in the salon when a stylist runs late
−75%The automation
Every appointment in the booking system gets two custom statuses: 15 minutes late and 30 minutes late. When a stylist sets one, an automation in Make finds the next two appointments in that stylist's column, calculates each new expected start time and sends the clients a WhatsApp message. The message carries a one-tap link to keep the slot or pick a later one. Any move is written back to the booking system and shows on the front desk screen.
How it works
- 01
Stylist flags the delay
The stylist sets a 15 or 30 minutes late status on the current appointment in the booking system, from the salon tablet or a phone.
- 02
Next two clients found
The automation finds the next two appointments in that stylist's column and works out each client's new expected start time.
- 03
WhatsApp message sent
Each client gets a short WhatsApp message with the new time and a one-tap link to keep the slot or move it.
- 04
Changes written back
A client who moves the appointment is rebooked in the booking system, and the front desk screen shows the change right away.
Starts from
- Late flag in booking system
- Stylist's day schedule
Delivers
- WhatsApp with new start time
- One-tap reschedule link
- Front desk screen update
The impact
Clients hear about a delay before they leave home, so calls to reception about delays drop by about 60% and in-salon waits shrink from around 20 minutes to 5. Reception saves roughly 3 hours a week of call-ahead work, and each stylist's column stays accurate when clients move.
Questions about this automation
Why are only the next two clients messaged?
Most delays recover within one or two appointments, so warning the whole day would cause needless moves. The salon can change the rule, for example to message every client until the delay drops under ten minutes, or only clients booked within the next three hours.
What if the delay gets longer after the first message?
The stylist sets the 30-minute status after the 15-minute one, and the same clients get one updated message with the newer time. Clients who already moved their appointment are skipped, and the front desk screen always shows the latest expected start for every chair.
Will it work with the salon's current booking system?
It works with booking systems that allow a custom status or field on appointments and share changes through an API or webhook. The salon also needs a WhatsApp Business number and an approved message template. Simple automations like this are usually live within days, with the wording and the reschedule window set by the manager.