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WhatsApp queue notifications: how it works, automated messages, and cost
WhatsApp queue notifications alert the customer automatically at three moments: check-in confirmation, "almost your turn" five minutes before, and "it's your turn now" at the actual call. Messages come from the business's own number (not from a generic platform number), with a 99% open rate — much higher than SMS, email or push.
The three automated messages the customer gets
Lyne fires three default messages along the queue flow, each with a button to track position in real time. First is queue-entry confirmation with ticket number and position. Second is the "almost your turn" alert, fired automatically when the remaining-time calculation hits five minutes — enough to head back to reception. Third is the final "it's your turn now" alert at the actual call moment.
- Check-in confirmation: "Hi Diego, your ticket is 42. You're 4th in line. Estimated wait: 18 minutes."
- Almost your turn (5 min before): "Diego, you're next. Time to head over. Ticket 42."
- It's your turn: "Diego, it's your turn now. Ticket 42, please come to the counter."
- Post-service: link to a 1–5 star NPS-like rating with optional comment
Why send from the business's own number
A customer getting a message from a generic platform number ("+55 51 9XXXX-XXXX") tends to flag it as spam. When the message comes from the same number the business already uses for them in other contexts, recognition is immediate and read rate goes up. Technically, the owner connects the business WhatsApp by scanning a QR code (same model as WhatsApp Web, no install). The session stays saved and messages start coming from the business's own number.
Message cost (included in the plan)
Unlike the official WhatsApp Business API (charges per message sent on a published price table), Lyne uses the WhatsApp Web model and bills by plan: the Free plan covers 50 messages/month, Pro at R$97/mo covers unlimited WhatsApp, and Clinic at R$197/mo is also unlimited. No per-message charge, no daily cap. At average volume (50–100 visits/day, ~150 messages/day), the Pro plan is cheaper than any comparable Brazilian solution on the market.
Message customization
The default texts work for most cases, but can be tuned per venue. In settings, you can change each of the three messages, add emojis, include the venue name, specific instructions ("Head to consultation room 2") or a location link. Customization is per-unit — in a chain, each location can have its own messages.
Frequently asked questions about WhatsApp calls
Do I need a separate WhatsApp account for the business?
Yes. Ideally you have a dedicated business WhatsApp number (separate from the owner's personal number). It can be a new SIM in an old phone, or use WhatsApp Business with a landline. This number is connected once to Lyne and stays integrated.
What if the business's WhatsApp session drops?
Lyne monitors the session and, in most transient drops, reconnects automatically with no intervention. If the drop persists (e.g. if WhatsApp is disconnected by the owner), the dashboard shows a prominent alert for the operator to reconnect — takes 30 seconds, scan the QR again. Visits keep running normally, just without WhatsApp until reconnection.
How does it compare to the official WhatsApp Business API?
WhatsApp Business API charges per conversation session: ~R$0.30–R$0.80 per 24-hour session depending on category. At average volume (3,000 visits/month = 9,000 messages), the official API would cost R$2,700–R$7,200/month. Lyne's Pro plan at R$97/mo covers the same volume with unlimited WhatsApp.
Can the customer reply via WhatsApp, and does that go to someone?
Yes. Since messages come from the business's own number, any customer reply lands directly in the business WhatsApp (not in Lyne). Reception can reply as in any other conversation. Useful for questions ("can I be 10 min late?"), confirmation, or document clarifications.
Ready to enable WhatsApp queue calls?
Permanent free plan up to 100 visits per month with 50 messages. Setup in under two minutes.