WhatsApp Loyalty Points and Balance Checks
On WhatsApp, customers ask “how many points do I have?” or “how many sessions are left on my package?” more than almost anything else after booking. AeroChat answers from the system that holds the balance, such as Zenoti, Square or Phorest, helps the customer use their reward, and records the request against their profile.
What happens today
A customer messages to ask about their points. Someone at the front desk opens the booking or POS system, searches for the customer, reads the balance and types it back. On a busy day the answer comes hours later.
Customers who don’t know their balance don’t come back to use it. Points expire unused, and the loyalty programme does less than it should.
How it runs on WhatsApp
- The customer asks about their points, rewards or package balance, in any language or by voice note.
- AeroChat finds the customer in Zenoti, Square or your booking system by phone number. If there is no number, it asks for their email or membership number.
- It reads the points balance, the rewards they can claim now, and the expiry date if your system holds one, and replies in one message.
- If they want to use a reward, it offers open slots and books the visit, with a note on the booking that the reward is being redeemed.
- It adds a note to the customer’s profile with the date and what they asked for, and fills in a missing email or phone number.
- If the customer says the balance is wrong, it hands the conversation to a person with the balance it found and what the customer expected.
The recipe
Copy this into AeroChat
When a customer asks about their loyalty points, rewards or package balance, follow these steps.
- Find the customer in Zenoti (example) by phone number. If there is no phone number, ask for their email or membership number.
- Read their points balance, the rewards they can claim now, and any package sessions left with expiry dates.
- Reply in one message, for example: “You have 420 points (example). You can claim a free hair treatment now. Your points expire on 31 December (example).”
- If they want to use a reward, offer three open slots in the next 7 days, book the one they choose, and add the note “Redeeming: free hair treatment” (example) to the booking.
- Add a note to the customer’s profile with today’s date and what they asked about.
- If they say the balance is wrong, hand the conversation to the front desk team (example) with the balance you found and what the customer said.
Never add, remove or change points yourself. Reply in the customer’s language.
Connect the systems behind it
- Zenoti: reads loyalty points, packages and memberships, and books the visit where the reward is used.
- Square: reads the customer’s loyalty balance and available rewards from your Square account.
- Phorest: reads salon loyalty points and books the appointment in the stylist’s column.
- Mindbody: reads class packs and remaining sessions for studios and gyms.
- Google Sheets: for a simple stamp card kept in a sheet. Connect a Google account and AeroChat reads and updates the row.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What it costs on WhatsApp
The customer starts this conversation, so their messages cost nothing and no template is needed. AeroChat’s replies are service messages, free up to 1,000 a month per business phone number and then charged per message. Rates vary by country and are set in Meta’s rate cards, and AeroChat passes Meta’s WhatsApp fees through at cost. Giving the balance, rewards and expiry in one reply finishes the conversation in fewer messages, which now saves money.
Also on Instagram, Messenger, TikTok and web chat
The same balance check runs on Instagram, Facebook Messenger, TikTok (DMs and TikTok Shop buyer chat), Telegram, web chat and email, with the same connection to your booking or POS system.
Who uses it
- Spas and wellness centres answering package and membership balance questions.
- Hair and beauty salons answering package balance questions.
Questions
Can customers check their loyalty points on WhatsApp?
Yes. AeroChat finds the customer in your booking or POS system and replies with their points, rewards and expiry dates. It needs a system with a public API, such as Zenoti, Square or Phorest, or a Google Sheet.
Can AeroChat change a customer’s points?
Only if you tell it to in the recipe. Most businesses let it read balances and book the visit where a reward is used, and leave corrections to the front desk.
Does it cost anything when customers ask for their balance?
The customer’s messages are free. Replies inside the 24-hour window that opens with the customer’s message are service messages, free up to 1,000 a month per business phone number and then charged per message.
Which plan do I need?
Workflows via Skills are on every plan, Free included. Starter has 500 AI responses and 3 seats, Growth has 2,000 and 10 seats with payment links and broadcasts, and Advanced has 5,000 and 25 seats.
Answer every balance question without opening your POS
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On Shopify? Install AeroChat from the Shopify App Store.
Related: membership and subscription renewals and win-back and re-engagement.