How to send automatic messages to customers
In most small businesses, messages to customers are written one at a time: "we're expecting you tomorrow at 2pm", "we'd appreciate a review if you're happy". These messages work, but you forget to send them — and when you forget, the customer doesn't show up or you miss out on a review.
Automatic messages solve this by setting it up once and then letting it run. There are really only three automations that a small business needs: appointment reminders, review requests, and replies to incoming reviews. Below you'll find when each one helps and how to set them up in Wibigo.
Which automation would help your business?
| Automation | When you need it | The payoff |
|---|---|---|
| Appointment reminders | You take appointments (salon, clinic, consulting, service) | No-shows drop |
| Review requests | You want to be found on Google | Review count and map ranking go up |
| Auto-reply to reviews | You get reviews regularly but don't have time to answer them | A replied-to profile looks more trustworthy |
| Welcome email | You're collecting new customer signups | First contact doesn't drop |
You don't have to turn them all on at once. Start with the one that will give you the biggest win: if you take appointments, start with reminders; if you're a shop or service, start with review requests.
1. Appointment reminders
This one pays for itself most directly — every no-show is an empty slot that could have been booked.
Setup:
- Click the Automations button in the top bar of your Websites or Messages page.
- Turn on the Automatic Reminders card.
- When should it be sent? — 1 hour before, 2 hours before, 1 day before, or 2 days before.
- Use Send me a sample to see the message in your own email.
How to pick timing: Early enough that your customer can change their plans, late enough that they won't forget. For paid appointments that need notice to cancel, 1 day before works for most businesses; for short or free appointments, 2 hours before usually does the trick.
For step-by-step instructions: Set up appointment reminders
2. Review requests
Google reviews are the single visible signal a new customer uses to decide whether to pick you. They don't come automatically — satisfied customers usually don't write anything; unhappy ones do. Asking corrects that imbalance.
Setup:
- Open the Review Collection card in Automations.
- Paste your Google review link into the Your Google review link field — use the "write a review" link from your Google Business Profile.
- When should it be asked? — Same day, 1 day later, or 3 days later.
Timing: For most businesses, 1 day later is best. The experience is still fresh, but your customer is out of the busy moment.
For step-by-step instructions: Collect Google reviews automatically
3. Automatically reply to incoming reviews
Collecting reviews is half the job; replying is the other half. A profile full of unanswered reviews signals "nobody's here". When you connect your Google Business Profile, Wibigo drafts AI replies to new reviews.
You pick one of three behaviors:
- Approve first — high-rated reviews are answered automatically; low-rated ones wait for your approval
- Draft, I approve — every review gets a draft, you send it when you're ready
- Fully automatic — every review is answered without you seeing it first
Our recommendation: Low-rated reviews are delicate and usually deserve a personal touch. Approve first is the safest choice when you're starting out.
For step-by-step instructions: Connect your Google Business Profile
Common mistakes to avoid
Turning them all on at once. If three separate automatic messages go to a customer in the same week, that's not attention — that's noise. Turn them on one at a time and watch the results.
Turning one on without seeing the message. Use Send me a sample to check your own email; verify that your business name, time format, and tone are what you expect.
Pasting the wrong review link. The link must start with https:// and open the review form directly — not your profile's home page.
Never adjusting the timing. The default doesn't work for every business. After a month, look at your no-show numbers and shift the reminder timing up or down a notch.
Frequently asked questions
Whose name do these messages go out under? Your business's name. Customers see you, not Wibigo.
Can I send reminders through WhatsApp? WhatsApp appears as an option in the channel choice, and your preference is saved; right now reminders are sent by email, and WhatsApp is coming soon.
Will the same customer get the same reminder twice? No. Each reminder is sent once per appointment.
If I turn off an automation, will old messages be deleted? No — turning it off just stops future sends.
Where to start
If you take appointments, turn on Automatic Reminders today and check your no-show count in a week. If you don't take appointments, start with Review Collection. Both are in the same place: Find your automations
If you haven't set up your appointment system yet, start here first: How to set up a booking website