Why can't I freely customize automated WhatsApp reminders?

Because the text of the automatic notifications (confirmation, changes, reminders and cancellations) is fixed in CitaFlow, and on WhatsApp it also goes out as templates that Meta has reviewed and approved: WhatsApp doesn’t let a business start a conversation with free text.

What you can adjust in the notifications

In My Business → Resources & Services, under each service’s “Advanced settings”:

• “Show address in notifications”: turn it off, for example, for remote services.
• “Customer instructions”: text that appears at the bottom of the confirmation, reminder and update emails.

And in My Business → Notifications you choose which notifications are sent and how far ahead each reminder goes out.

If you want messages with your own text

With the AI Chatbot and your WhatsApp connected, in Chatbot → Marketing you can create your own templates (“Create Template”) and use them in automations, for example after a completed appointment or when a client hasn’t come back for a while. Each template is sent to Meta and can’t be used until Meta approves it (allow 24 to 48 hours). Meta charges those sends directly to the card on your WhatsApp account: it is a Meta fee, all of it goes to Meta, and CitaFlow doesn’t charge it or keep any of it.

On Telegram, automations accept free text with no prior review.