How to Trigger Wix Booking Cancellation Workflow
- jaswanthi mamidisetty
- Apr 16
- 4 min read
Updated: Apr 17
TL;DR
|
When a client cancels a booking, most businesses don’t follow up, and that’s lost revenue.
Instead, you should trigger a Wix booking cancellation workflow that instantly sends a message and gives the customer an easy way to reschedule.
What is a Wix booking cancellation workflow?
A Wix booking cancellation workflow is an automated system that sends messages or actions when a booking is cancelled.
Why trigger a workflow when a client cancels a booking?
You should trigger a workflow when a client cancels a booking, because cancellations aren't the end, they’re a second chance to recover the booking.
Why this actually matters:
Most cancellations are intent-driven, not permanent. Users often cancel due to timing issues, not a lack of interest.
Without a follow-up, that booking is lost forever. Wix does not re-engage users automatically.
A quick message with a reschedule link can recover a major chunk of cancellations, especially when sent instantly via WhatsApp.
How to trigger the workflow when the client cancels the booking
To trigger a workflow when a client cancels a booking, you need a way to automatically respond to that event, whether it’s sending a WhatsApp message, SMS, or a reschedule link.
Wix captures the cancellation, but you’ll need an automation layer to take action instantly.
This is where tools like Mercuri help by connecting booking events with messaging workflows.
Here’s how you can set this up step by step:
Step 1: Create WhatsApp / SMS Template
Before setting up automation, create the message template.
How to create a WhatsApp Template
Go to Templates → WhatsApp in the Mercuri dashboard
Click Create Template and select your WhatsApp account
Add Basic Details like Template name, Language, and Category
Add Template Content like header (optional) and body(Use variables for dynamic details)
Sample template
Hello {{Customer name}}, your booking for {{Service name}} on {{Date & time}} at {{Location}} has been cancelled.You can reschedule anytime using the link below.
Add Buttons like Visit Website and Contact Us.
Click Create Template to submit for approval
How to create an SMS template
Go to Templates → SMS in the Mercuri dashboard
Click Create Template
Add Basic Details like Template name
Add Template Content (keep it under 160 characters, use variables for dynamic details)
Sample template:
Hi {#var#}, your booking for {#var#} on {#var#} has been cancelled.Reply to reschedule or contact us.
Map variables to fields like customer name, service, date & time
Preview the message
Click Create Template to save
Step 2: Create Workflow (Flow)
Go to Flows in the Mercuri dashboard
Click Create Flow
Select Booking Cancelled as a trigger
You can also add a filter based on criteria
Add Action → Select “Send WhatsApp Template” or “Send SMS Template” and choose the template created earlier
Connect the Flow by linking the trigger to the action
Click Publish to activate the workflow
To know more about Mercuri Flows , click here.
Use Cases
Salons
When a customer cancels, that time slot becomes empty
Send a message immediately with a reschedule link
You can also offer a discount to fill the slot
Sample message:
Hi {{name}}, your appointment was canceled. Want to book another slot?Here’s the link: {{link}}
Fitness & Yoga Studios
Cancellations lead to empty spots in classes
Send a quick message to rebook another slot
Helps keep class attendance full
Sample message:
Hi {{name}}, you’ve canceled your session. You can pick another time here: {{link}}
Consultants
A cancelled booking creates gaps in your schedule
Send a follow-up message right away
Makes it easy for the client to book again
Sample message:
Hi {{name}}, noticed your booking was canceled.Let me know if you’d like to reschedule: {{link}}
Key Takeaways
Trigger instantly when a booking is cancelled
Include a reschedule link in every message
Use WhatsApp first, SMS as a fallback
Send a follow-up if there’s no response
Keep messages short and clear
Test the workflow before going live
Conclusion
If you don’t trigger a workflow when a client cancels a booking, you’re missing a major opportunity.
A simple Wix booking cancellation workflow can help you recover bookings automatically and improve customer experience.
Start with one simple flow:
Booking Cancelled → Message → Reschedule Link
To set this up quickly, explore automation using Mercuri.
FAQs
1. How do I trigger a workflow when a client cancels a booking on Wix?
You can set a Booking Cancelled trigger and connect it to an action like sending a WhatsApp or SMS message through an automation tool.
2. Can Wix automatically send messages when a booking is cancelled?
Wix captures the cancellation event, but to send automated messages (like WhatsApp or SMS), you’ll need an automation tool like Mercuri.
3. What should I send after a booking is cancelled?
Send a simple message that includes:
Acknowledgement of cancellation
A reschedule link
Optional support contact
4. How can I recover cancelled bookings?
You can recover bookings by sending an instant message with a reschedule link and following up if there’s no response.
5. Should I use WhatsApp or SMS for cancellation messages?
Use WhatsApp as the primary channel for higher engagement, and SMS as a fallback to ensure message delivery.
6. Do I need to create templates before setting up workflows?
Yes, you need to create WhatsApp or SMS templates first, as workflows use these templates to send messages.
7. Can I send a reschedule link automatically after cancellation?
Yes, you can include a reschedule link in your message template and send it automatically through your workflow.
Comments