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Workflow Guide: Booking Confirmation and Pre-Visit Requirements

This guide walks you through building a HubSpot workflow that sends a WhatsApp booking confirmation to a contact before their visit and collects any special requirements through a structured form, all within WhatsApp.

What This Workflow Does

The day before a booking, your customer receives a WhatsApp message confirming their reservation. They tap to confirm, and if they have any special requirements (dietary needs, accessibility, celebrations) they complete a short form right there in the conversation. Their answers are written back to HubSpot as structured data, ready to be used by your team or further automation.

If the customer does not respond, the workflow sends a shorter reminder a few hours later. If they still do not respond, a task is created for a team member to follow up by phone.

What You Will Need

  • A Flowella account connected to your HubSpot portal
  • A WhatsApp Flow template created in the Flowella app for booking confirmation and special requirements (e.g. fields for confirmation yes/no, dietary requirements, occasion, additional notes)
  • A HubSpot contact property storing the booking date and time (e.g. "Next Booking Date")
  • A HubSpot contact property storing the contact's WhatsApp phone number in international format

Step 1: Create Your Form in HubSpot

Before building the workflow, create a HubSpot form that captures the information you want to collect. This form will be converted into a WhatsApp Flow by Flowella.

Suggested fields:

  • Confirm Attendance — dropdown: "Yes, I'll be there" / "I need to reschedule" / "I need to cancel"
  • Dietary Requirements — dropdown or multi-select: None, Vegetarian, Vegan, Gluten-free, Nut allergy, Dairy-free, Other
  • Special Occasion — dropdown: None, Birthday, Anniversary, Business dinner, Other
  • Additional Notes — single-line text

Once created, go to the Flowella app and connect this form to generate a WhatsApp Flow template. Tailor the wording to suit your brand and set any required fields.

Step 2: Create the Workflow

In HubSpot, go to Automations > Workflows and create a new Contact-based workflow.

Set the Trigger

For this workflow, you have two options depending on how your booking data is structured:

Option A: Date-based trigger If you store the booking date as a contact property, use a Contact date property trigger. Set it to enrol contacts when their booking date is within a specific window (e.g. tomorrow).

Option B: Deal stage trigger If bookings are managed as deals, trigger the workflow when a deal moves to a "Confirmed" stage. Use an Associated deal filter to enrol the contact.

Option C: Manual or list-based enrolment If bookings come from an external system, you can enrol contacts manually or via a list that syncs from your booking platform.

Set Re-enrolment

If contacts may have multiple bookings, turn on re-enrolment so the workflow runs each time. Go to Settings in the trigger configuration and enable re-enrolment based on the trigger criteria.

Step 3: Add the Confirmation Message

Add a new action and search for Flowella. Select Send WhatsApp Template.

Configure the action:

Field Value
Contact Phone Number Select the property that holds the WhatsApp number (e.g. "WhatsApp Phone Number" or "Phone Number")
Template Name Select your booking confirmation Flow template
Contact Email Map to the contact's email property
Template Variable 1 Map to First Name
Template Variable 2 Map to the booking date/time property
Template Variable 3 Map to the venue or location name (if applicable)

Adjust the template variables to match the personalisation tokens you defined in your Flowella template.

Step 4: Add a Delay Until Form Completed

Immediately after the Send WhatsApp Template action, add a Delay action.

Select Delay until event occurs and choose:

  • Event: Flowella: WhatsApp Forms Integration: Form Completed
  • Maximum wait time: 12 hours (or whatever is appropriate before the booking)

This pauses the workflow until the contact completes the WhatsApp Flow form. If they do not complete it within the maximum wait time, the workflow moves on.

Step 5: Branch on the Response

Add a Branch action immediately after the delay. Select Whether or not the event criteria were met of the delay action.

This creates two paths:

Path A: Event Criteria Met (Form Completed)

The contact completed the form. Add the following actions:

  1. Set contact property — update any relevant properties with the form data. For example, set "Dietary Requirements" and "Special Occasion" from the form submission values.
  2. If/then branch — check the confirmation response:
    • If "I need to reschedule" or "I need to cancel": create a task for the team and send a WhatsApp message acknowledging the request
    • If "Yes, I'll be there": send a short WhatsApp confirmation message (using the Send WhatsApp Message action) such as "Lovely, we look forward to seeing you tomorrow at !"
  3. Internal notification (optional) — send an email or Slack notification to the relevant team member with the special requirements.

Path B: Event Criteria Not Met (No Response)

The contact did not complete the form within the delay window. Add the following actions:

  1. Send WhatsApp Message — send a shorter text reminder: "Hi , just a reminder about your booking tomorrow at . If you have any special requirements, just reply here and we will take care of it."
  2. Delay — wait 4 hours.
  3. Branch — check if a Flowella Text Reply has been received. If yes, you could assign to a Customer Agent to handle the response conversationally. If no, create a task for a team member to call and confirm.

Step 6: Review and Activate

Before turning on the workflow:

  • Use HubSpot's Test feature to step through the workflow with a test contact
  • Verify that the correct WhatsApp template appears and the personalisation tokens resolve correctly
  • Check that the delay timing makes sense relative to your typical booking lead time
  • Confirm that the branch logic routes correctly for each scenario

Once satisfied, click Review and turn on.

Workflow Diagram

 
 
Trigger: Booking date approaching
    │
    ▼
Send WhatsApp Template (Booking Confirmation Flow)
    │
    ▼
Delay until: Form Completed (max 12 hours)
    │
    ├── Event met ──────────────────────────┐
    │                                       │
    │   Update contact properties           │
    │   Branch on confirmation response     │
    │   ├── Confirmed → Send confirmation   │
    │   ├── Reschedule → Create task        │
    │   └── Cancel → Create task            │
    │                                       │
    └── Event not met ─────────────────────┐
                                           │
        Send reminder message              │
        Delay 4 hours                      │
        Branch on reply                    │
        ├── Reply received → Assign agent  │
        └── No reply → Create task         │

Tips for This Workflow

Time your trigger carefully. For restaurants, sending the confirmation 24 hours before the booking works well. For hotels or longer-stay bookings, 48–72 hours gives the guest more time to plan.

Keep the form short. Three to five fields is ideal for a WhatsApp Flow. If you need more information, consider splitting it across two flows sent at different times.

Use the special requirements data. The real value of this workflow is not just the confirmation but the structured data you collect. Make sure your team has access to these properties in their contact views or deal records before the visit.

Consider a same-day reminder. You can add a second Send WhatsApp Message action on the morning of the booking with a simple "See you today at !" message, even if the confirmation was already completed.