Where Notifications Live
Customer notifications are set up in the Console under ⚙️ Settings → Customer Notifications (in the CRM settings section). Each notification links a Trigger Event to an email, an approved WhatsApp Utility template, a push notification, or several of these, so the right message goes out when that event happens. For step-by-step setup of each channel and how to send a test, see Setting Up Customer Notifications.
For WhatsApp messages, you need:
- WhatsApp connected — see Connect & Configure WhatsApp.
- Approved Utility templates — in ⚙️ Settings › WhatsApp Templates, click New template › Utility, or click New WhatsApp template inside the notification. See Setting Up Utility Templates for the pre-built templates like Order confirmation and Order invoice.
- The customer must have a valid WhatsApp/mobile number on file for the message to be delivered.
Triggers That Send Automatically
The Trigger Event list has about 50 events. These are the ones most stores use. Each sends on its own once the notification is set up — no button click needed.
Orders
| Trigger event | Fires when |
|---|---|
| Sales order created | A new order is created, from any sales channel. Recommended template: Order confirmation |
| Sales order quoted | The order is quoted, so the customer has a price to pay. A new business sends the Invoice email on this event |
| Sales order confirmed | Your team confirms the price of an order that was waiting for one (Confirm Price), such as an online booking priced after pickup |
| Sales order completed | Every item on the order has been handed over or delivered |
| Sales order cancelled | The order is cancelled |
Payments
| Trigger event | Fires when |
|---|---|
| Payment succeeded | A payment for the order is received. A new business sends the Receipt email on this event |
| Payment failed | The saved card or store credit a customer chose for an online order can't pay it. Use it to ask the customer to pay another way |
Pickups and deliveries
| Trigger event | Fires when |
|---|---|
| Logistic pickup created | A pickup is scheduled for the order |
| Logistic pickup rescheduled | The pickup moves to another date or time |
| Logistic pickup completed | Your team marks the pickup done |
| Logistic pickup failed | Your team marks the pickup failed |
| Logistic delivery created | A delivery is scheduled for the order. This is different from Sales order created, which fires when the order itself is created |
| Logistic delivery rescheduled | The delivery moves to another date or time |
| Logistic delivery completed | Your team marks the delivery done |
| Logistic delivery failed | Your team marks the delivery failed |
On-site visits, such as aircon servicing, have the same four: Logistic service created, Logistic service rescheduled, Logistic service completed and Logistic service failed.
The Trigger That Adds a Send Button
Payment reminder is configured the same way, but the message is not sent automatically. After you add this trigger and give it something to send, such as the Payment reminder email, your Order invoice WhatsApp template or a push, a Send Payment Reminder button appears on unpaid orders (on the order detail page). Clicking it sends the reminder the way the notification is set up: by email, WhatsApp, push, or any of these together.
What Is NOT Automatic Today
Be aware of these limits before you promise customers a fully hands-off flow:
- Scheduled payment reminders (for example, "1 day before delivery") do not exist. Payment reminders are manual — your team clicks Send Payment Reminder on each unpaid order.
- Scheduled pickup reminders (for example, "1 day before pickup") are not supported yet as an automatic reminder.
- Ready for collection messages. No trigger fires when an order is marked ready for collection. If your shops send orders out and receive them back, Order received back at shop fires when a shop receives an order back on the POS.
If any of these matter to your business, contact support so the team can log a feature request.
Push Notifications on Your Online Store and Mobile App
A customer notification can also arrive as a push notification, on the customer's phone in your Mobile App or in their browser on your Online Store, once they have turned notifications on.
Open the notification, then click the Push row under Send. Fill in Push notification title and Push notification text. A push without a title isn't sent.
If the notification also has a WhatsApp template and a push title, the Send WhatsApp only when push can’t reach the customer switch appears and is on by default. Customers who get the push don't also get the WhatsApp message, and push costs nothing. Turn it off to send both.
- To check it, click Send test, choose yourself in Send to and click Send. The push, filled with a sample order, goes to the phones and browsers where you are signed in to your store with notifications on. Then click Save above the editing panel to save the notification.
Customers choose which messages they get in My account › Notifications (for example Order updates). See Order Updates for Online Customers.
Mini App Confirmations Are Separate
If customers place orders through your WhatsApp Mini Apps, the instant "we received your order" reply is a separate feature — a WhatsApp Auto Reply Rule, not a Customer Notification. See New Order Confirmation to set that up. Keep in mind which channel your customers order through, so you configure the right one.
Quick Reference
| What you want | Trigger event | Sends |
|---|---|---|
| Message when an order is placed | Sales order created | Automatically, for all order types |
| Invoice when an order is quoted | Sales order quoted | Automatically |
| Message when the price is confirmed | Sales order confirmed | Automatically |
| Message when the order is done | Sales order completed | Automatically |
| Message when an order is cancelled | Sales order cancelled | Automatically |
| Receipt when a payment comes in | Payment succeeded | Automatically |
| Message when a saved card or store credit can't pay | Payment failed | Automatically |
| Message when a pickup or delivery is scheduled | Logistic pickup created, Logistic delivery created | Automatically |
| Message when a pickup or delivery is done | Logistic pickup completed, Logistic delivery completed | Automatically |
| Payment reminder on unpaid orders | Payment reminder | Manually — Send Payment Reminder button |
Still stuck? Open the Help panel in your Console and message support — tell us which trigger you set up and an example order number, and the team can check why a message did or did not go out.