Can the assistant tell a customer when their appointment is without asking for the code?
Yes, on WhatsApp and by phone, because there the channel itself identifies the customer’s number. On the other chat channels the assistant asks for the appointment’s confirmation code.
The assistant looks up the active appointments linked to the number the customer is messaging from, without asking for the code. If there are several (for example, because that person also booked for someone else with the same phone), it shows the list with name, service, day and time, and the customer picks which one to check, change or cancel.
If they message from a different number than the one on the booking, the assistant does not find the appointment and asks for the confirmation code. A phone number the customer types in the chat is never used to look up appointments.
Phone
The voice receptionist looks up the upcoming appointments for the number the person is calling from.
Your website widget, Telegram, Instagram and Messenger
On these channels (Instagram and Messenger are in private beta) the assistant does not know the customer’s phone number. It asks for the confirmation code they received when booking and, to check they are the holder, the phone number the booking was made with, unless they made it in that same conversation.