Where Notifications Live
Customer notifications are set up in the Console under Settings → Event Notifications → Customer Notifications . Each notification links a trigger event to an approved WhatsApp Utility template (and/or an email), so the right message goes out when that event happens.
Before you start, you need:
- WhatsApp connected — see Connect and Configure WhatsApp .
- Approved Utility templates — create them under WhatsApp Templates → Utility. See Setting Up Utility Templates for the pre-built templates like Order confirmation, Ready for collection, and Order invoice.
- The customer must have a valid WhatsApp/mobile number on file for the message to be delivered.
Triggers That Send Automatically
These notifications go out on their own once configured — no button click needed.
Sales order created — fires when a new order is created or saved in EasyBiz. Recommended template: Order confirmation.
Sales order confirmed — fires when the order (the bill) is confirmed. Use this if you want to message the customer once pricing is finalised rather than at creation.
Delivery order created — fires once a delivery is scheduled for the order. This is different from Sales order created, which fires when the order itself is created.
Triggers That Add a Send Button
These two are configured the same way, but the message is not sent automatically. Setting them up makes a send button appear on eligible orders, and your team clicks it when ready.
Order ready for collection — after you add this trigger and link it to your approved Ready for collection template, a Send Collection Notice button appears on eligible orders in POS and Console. The message is sent when your team clicks the button.
An order is eligible when it has items, is not voided or cancelled, and the trigger is linked to an approved WhatsApp template.
Payment reminder — after you add this trigger and link it to your Order invoice template, a Send Payment Reminder button appears on unpaid orders (on the order detail page). Clicking it sends the reminder through WhatsApp and email — or through just one of them, if you have only set up one channel.
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.
- Customer-placed orders only — there is no way to limit Sales order created to online orders placed by the customer; it fires for every order.
If any of these matter to your business, contact support so the team can log a feature request.
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 |
| Message when the bill is confirmed | Sales order confirmed | Automatically |
| Message when a delivery is scheduled | Delivery order created | Automatically |
| Message when items are ready to collect | Order ready for collection | Manually — Send Collection Notice button |
| 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.