Clients can contact Booking Ninjas directly through WhatsApp or email using the Booking Ninjas Contact Center.
These are convenient direct channels, but they should not be treated as always-live chat. If no team member is online, the message waits until someone is available to respond.
When Should You Use WhatsApp or Email?
- A quick question or clarification.
- A short update for the Booking Ninjas team.
- Meeting coordination or follow-up.
- A direct conversation when the matter does not yet need a formal support record.
If the conversation turns into an issue that needs investigation, evidence, or repeated follow-up, move the important details into a Support Case.
How Fast Should You Expect a Response?
Booking Ninjas targets a response within 12 hours for direct WhatsApp or email messages. A message may wait when no team member is online.
The 12-hour target is for a response, not necessarily a complete resolution. Some issues need investigation, testing, another team member, or a Support Case before there can be a final answer.
Direct does not mean instant. WhatsApp and email give you a direct path to the team, but they are not a guaranteed live-chat service.
When Should You Open a Support Case Instead?
Open a Support Case when the matter needs formal tracking, investigation, supporting evidence, or follow-up across more than one conversation.
If you already sent a direct message, place the important details into the case. If a case already exists, refer to that case when you message the team so the conversation stays connected to the tracked request.
What Should You Not Send?
Do not send passwords or private credentials through WhatsApp, email, or a Support Case description. Share only the information needed to understand the issue.
If sensitive access information is ever required for a specific support task, use the agreed secure method rather than placing credentials in an ordinary message.
How Do Direct Messages Fit With the Other Support Channels?
| Need | Best Place |
|---|---|
| Quick question, update, or coordination | WhatsApp or email |
| Issue or request that needs tracking | Support Case |
| Wider review of priorities and upcoming needs | Cadence call |
For the full comparison, see Support Case, Cadence Call, or Direct Message: Which Should You Use?.
Sources and Further Reading
- What Support Is Available After Launch? — explains the wider Booking Ninjas post-launch support model.
- Salesforce Help: What’s a Case? — explains how support can arrive through different communication channels while a case tracks the issue.
- Salesforce Help: Manage and Work with Cases — supports keeping case communications and progress connected to the tracked issue.
External sources support general multichannel support and case-management concepts. The 12-hour direct-message response target is a Booking Ninjas support practice described on this page.