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Remind customers that maintenance is due

Turn last season’s customers into this season’s bookings, without anyone on your team making calls.

Good for
  • AC maintenance
  • Water filters
  • Pest control
  • Appliance servicing

The situation

Section titled “The situation”

Routine maintenance is easy repeat business, but customers forget about it until something breaks, usually at the worst moment. A short reminder before the summer, followed by an easy way to book, fills your calendar in the quiet weeks and prevents emergency calls later.

How it works

Section titled “How it works”

The reminder goes out as a WhatsApp campaign, because your agent only replies to customers and never messages them first. Every reply comes back to your agent:

Your teamSends a reminder to customers due for service
CustomerReplies, for example "What is it for?"
tkanaExplains the recommended interval from your knowledge base
tkanaOffers two or three times and books the visit
Maintenance reminder campaign

What the conversation looks like

Section titled “What the conversation looks like”

Customer: You sent me a message about my AC maintenance?

Agent: Yes. We recommend servicing split units every six months so they keep cooling efficiently through the summer. I have Tuesday at 10 am, Wednesday at 2 pm, or Thursday at 9 am. Would any of these work?

Customer: Wednesday, and I have three units.

Agent: Done. Maintenance for three units is booked for Wednesday at 2 pm. Your booking reference is PP-8LN4VC.

What you switch on

Section titled “What you switch on”
  1. Write your recommended intervals in your knowledge base, for example “split AC: every 6 months; water filter cartridges: every 3 months”. See Add a document to your knowledge base.
  2. Install Book appointments, and add a rule to Additional Guidelines such as “When a customer replies to a maintenance reminder, explain the recommended interval from the knowledge base, offer two or three times, and accept a no politely.” See Write your content, FAQs, and guidelines.
  3. Build your audience. Tag customers by the service they bought (for example “ac-maintenance”), then create a smart group from that tag, optionally with a “last active” condition. Or import a list of due customers from your own system. See Organize customers with tags and groups and Import and export contacts.
  4. Create the reminder template in Marketing. To mention each customer’s own details, such as their last service date, use a customer field as a variable. See Create a WhatsApp template and Personalize a campaign with customer details.
  5. Send or schedule the campaign. See Send a WhatsApp campaign.

What your team sees

Section titled “What your team sees”
  • Replies in Conversations, handled by your agent.
  • New bookings in the calendar, with an email per booking, and a WhatsApp reminder to the customer 2 hours before the visit (by default).
  • Campaign results in the campaign’s Details. Filter the list to Read and save those customers as a group for a second reminder.

Tips and limits

Section titled “Tips and limits”
  • The agent never warns about damage, voided warranties, or safety risks unless your knowledge base says so. It stays helpful, not alarming.
  • If a customer declines, the agent accepts that politely and does not push.
  • Choose the right template category. A reminder that also promotes an offer is a Marketing template, and customers who opted out of marketing messages will not receive it. See Marketing, Utility, and Authentication templates.
  • Meta bills template messages directly to the payment method on your Meta account, not from your tkana credits. See Who pays for WhatsApp template messages.

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