Slimbot
A customer who calls you whilst their car is on the ramp doesn't answer. A customer you message does read the message, often within a few minutes. That's why more and more garages are switching to WhatsApp for servicing and MOT. What can you do with it, and what rules apply?
Four moments when WhatsApp saves time
| Moment | What happens |
|---|---|
| MOT expires soon | A heads-up in advance, with the immediate option to schedule an appointment. |
| Something was found | "The service is complete, but the brake pads are worn": with a photo and a request for approval. The customer replies with "yes" and you proceed. |
| Schedule maintenance | Making and confirming an appointment, and arranging a courtesy car if required, all in the chat. |
| Car is ready | "You can collect the car from 17:00." This is naturally followed by a friendly request for a Google review. |
An added benefit: the customer's agreement is in black and white in the chat. If there's a dispute later about extra work, you simply read back what was agreed.
WhatsApp rules: who starts the conversation?
This is where many garages go wrong. WhatsApp distinguishes between two situations:
- The customer messages you. Then you may reply freely for 24 hours. A photo of the brake pads and a confirmation question during the service usually fall within that, especially if the customer already messaged when dropping off.
- You start the conversation yourself, such as with an MOT reminder months after the last contact. For this you need an approved Meta template, sent via the official WhatsApp Business API.
A business reminder without an offer usually falls into the utility category. If you put a discount or promotion in it, it becomes marketing, and that's more expensive. In the Netherlands, a utility message costs about 4 cents and a marketing message about 13 cents. Details are in What does the WhatsApp Business API cost? and 24-hour window & templates.
Consent: ask at the desk
Only send reminders to customers who have consented. The simplest way is to ask when booking or collecting: "May we let you know via WhatsApp when your MOT expires?" Record this with the customer, and ensure someone can always unsubscribe. More on this in GDPR & opt-out.
Step-by-step plan for your garage
- Connect your business number. Customers message the number they already know.
- Teach the assistant about your workshop: opening hours, MOT rates, whether you have a courtesy car, and how long a service typically takes.
- Have templates approved for messages you initiate yourself, such as the MOT reminder.
- Ask permission from new and existing customers.
- Let the assistant handle incoming questions ("Is my car ready yet?", "Can I come by tomorrow?") and take over yourself where needed.
Also read: Slimbot for body shops · Automatic updates via WhatsApp