How to Send Notifications via WhatsApp

TablesReady supports sending certain waitlist notifications through WhatsApp using our integration with WhatsApp Business via Twilio. Because WhatsApp enforces strict messaging rules for businesses, WhatsApp notifications behave differently than SMS notifications.

To enable WhatsApp notifications, go to Settings > Notifications and check the box next to Add per-party option to send notifications via WhatsApp:

Once enabled, you can choose to send notifications via WhatsApp when adding parties to your waitlist using the toggle below:

What notifications can be sent via WhatsApp?

Currently, WhatsApp notifications are supported for:

• Waitlist confirmation (when a guest joins the waitlist)

• Ready notifications

Other notification types — including reservation confirmations, reminders, or custom messages — cannot currently be sent via WhatsApp.

This limitation exists because WhatsApp requires pre-approved message templates, and only the templates listed above are currently configured and approved for TablesReady.

Can I customize WhatsApp message content?

No.

WhatsApp does not allow businesses to send custom or free-form messages unless the customer has first initiated a conversation.

Because waitlist notifications are business-initiated messages, WhatsApp requires the use of pre-approved templates.

For this reason:

• Custom message text entered in TablesReady will not be used for WhatsApp notifications

• WhatsApp messages will always send using the default approved template

SMS notifications still support custom messaging.

Why am I seeing two messages sent?

If both SMS and WhatsApp are enabled, customers may receive both message types.

However, if SMS is unavailable in your country (for example Saudi Arabia), only the WhatsApp message will be delivered.

Currently the confirmation template cannot be disabled independently when WhatsApp notifications are enabled.

Why do some WhatsApp messages stay “Pending” or fail to send?

Several factors can cause WhatsApp messages to remain pending or fail.

1. The phone number is not registered with WhatsApp

WhatsApp messages can only be delivered to numbers that:

• Have an active WhatsApp account

• Are reachable through WhatsApp's network

If the number is not on WhatsApp, the message will fail.

2. Phone number formatting

Phone numbers must include the full international country code when sending outside your account's configured country.

Example:

Correct

+9665XXXXXXXX

Incorrect

05XXXXXXXX

Incorrect formatting may cause messages to remain pending or fail.

If you are sending within your own country, TablesReady will handle this formatting for you.

3. Temporary WhatsApp delivery delays

WhatsApp may occasionally delay message delivery due to:

• Network congestion

• WhatsApp delivery queues

• Temporary routing delays through Twilio

In these cases messages may appear Pending before eventually being delivered.

4. WhatsApp anti-spam protections

WhatsApp monitors business messaging closely.

Messages may be delayed or blocked if:

• The recipient frequently ignores or blocks business messages

• WhatsApp flags the number for spam prevention

Why are reservation confirmations not sending via WhatsApp?

Reservation confirmations are not currently supported via WhatsApp.

Because WhatsApp requires pre-approved templates, only specific notification types are available.

Reservation notifications will remain pending if WhatsApp is the only enabled notification channel.

Countries without SMS support

In some regions (including parts of the Middle East), SMS delivery may not be supported.

In those cases:

• WhatsApp will be used when possible

• Notifications requiring SMS may not be delivered

Best practices when using WhatsApp notifications

To ensure reliable delivery:

• Always enter numbers with international country codes

• Confirm the customer has WhatsApp installed

• Use WhatsApp primarily for waitlist notifications

💡 Tip: If your business relies heavily on WhatsApp messaging, please contact TablesReady support. We can evaluate whether additional WhatsApp templates can be added in the future.