Q: I can’t send a message to the client — how is that possible?
A: Due to WhatsApp’s privacy rules, only pre-approved template messages may be sent to clients, such as appointment confirmations.
When a client sends a message to the salon themselves, they indicate that they want a reply. In that case, you are allowed to type and send custom messages.
However, there is a 24-hour window in which you may respond. After 24 hours, only approved template messages can be sent.
Q: A client is not receiving WhatsApp messages. What could be causing this?
Below are the three most common reasons why clients do not receive WhatsApp messages:
1. The phone number is incorrect
When creating an appointment, entering a phone number is mandatory.
If the client enters the wrong number, Aimy will still use that incorrect number for WhatsApp messages — even if the client already exists in the customer database.
2. Notification opt-in is disabled
When making an appointment, the client can indicate whether they want to receive appointment notifications.
You can check this by clicking on the appointment and verifying whether the checkbox “receive appointment notifications” is enabled.
3. The client has blocked the number (possibly by accident)
Messages are sent through an automated WhatsApp business sender.
For the first message (and sometimes later messages), WhatsApp asks the client to accept or block the sender.
It is possible that the client accidentally blocks the messages.
To unblock, the client must do this manually:
Open WhatsApp
Tap the three dots (top right)
Go to Settings
Tap Privacy
Select Blocked contacts
Tap the blocked number and unblock it
Less common causes
The client is using an outdated version of WhatsApp
It is important that clients update WhatsApp and use at least one of the following versions or newer:
Android: 2.21.15.15
SMBA: 2.21.15.15
iOS: 2.21.170.4
SMBI: 2.21.170.4
KaiOS: 2.2130.10
Web: 2.2132.6
The client has not accepted the updated Terms of Service and Privacy Policy
When WhatsApp updates its terms, users must accept them.
If a client has not accepted these updates, messages may fail to arrive.
These notifications always appear as pop-ups inside WhatsApp and can be accepted or declined.
If a client declined them earlier, they will typically receive additional pop-ups later when they open WhatsApp, giving them another chance to accept.