WhatsApp agent that books appointments
Coco, for Chanel.16
Chanel.16 Beauty Studio is a colour and beauty salon in Quito. Its WhatsApp, Instagram and Messenger are answered by Coco, who replies, offers real time slots and books the appointment.
Where it started
A busy salon and a WhatsApp that never stopped.
In a salon, the person answering WhatsApp is the same person serving clients. Messages piled up at the busiest hours, and the ones sent at night or on Sunday waited until the next day.
In 90 days, clients sent 5,016 messages. 1,960 arrived before 9:00 or after 19:00, and 607 on a Sunday, when the salon is closed.
The answer
A receptionist who never puts the phone down.
Coco replies within seconds with the salon’s services and prices, on all three channels.
Before offering a time it checks the salon’s calendar, including the bookings written down by hand. It books, moves and cancels appointments, and sends a reminder an hour before.
When someone from the salon writes in a chat, it goes quiet. It comes back once the conversation is resolved.
In numbers
- 136
- appointments booked by the agent in 90 days
- 51
- of them while the salon was closed
- 8 s
- median reply time, over 4,803 replies
- 1,429
- conversations handled
How it was measured: a direct count in the salon’s inbox and calendar, 12 July to 10 October 2026, Quito time. The figures count appointments created; some were moved or cancelled later.
It did not work the first time
The calendar rules
At first it could not see bookings written by hand and could offer a taken slot. Now it reads that calendar before offering a time.
The person rules more
If someone from the salon writes, the agent does not interrupt. It sounds obvious; it had to be built and tested.
Knowing when to stop
If a client says “I’ll let you know”, the automatic follow up does not write again.
The site, inside
