How it works
- Outbound business messages on WhatsApp must use templates approved by Meta. Lemon maintains a template set — job offer, reconfirmation, reminder, late checkout, assignment confirmation, cancellation and others — with placeholders for the cleaner, property, date, time and link.
- Each cleaner's consent to receive messages is recorded (when, by whom, and from which device if the cleaner confirmed it themselves) before Lemon sends anything.
- Delivery status comes back from Twilio and is stored on the message log; failures retry with backoff and fall back to another configured channel.
- Inbound replies (for example a "YES" reconfirmation) are received through Twilio's webhook.
Costs and limits
Each WhatsApp message costs 3 credits (€0.03) from the organisation's prepaid message-credit balance, the same balance SMS uses. Credit packs, VAT included: 500 credits for €5, 2,000 for €18, 5,000 for €40. Lemon warns at a low balance and stops sending at zero. Meta's rules on template categories and 24-hour service windows apply to every business on the platform.
When to choose WhatsApp
When your cleaners already run their day in WhatsApp and will not install anything else. If you control the team, Telegram is free, costs no credits and needs no template approval.