Skip to main content

Customer Notifications

Use the Customer Notifications page to choose which order updates are sent to your customers automatically, and on which channel: WhatsApp, Email, or Push.

Open it from Settings → Customer Notifications in the Dashboard. You can also reach it with the Customer Notifications button at the top of the Settings page.

Order updates you can send​

UpdateWhen it is sent
Order paidWhen the customer's payment is confirmed. The email includes the full receipt
Order shippedWhen the order is handed to the courier. If it ships through the Etalasse integrated courier, the message includes a link to track the parcel
Order deliveredWhen the order has arrived at the customer
Order canceledWhen the order is canceled
Order refundedWhen the customer's money is returned through a refund

Updates go out automatically as soon as the order status changes. You don't need to send them one by one.

Channels​

Each update has three switches: WhatsApp, Email, and Push. Turn them on or off per update to suit your shop. Changes are saved immediately.

ChannelRequirementDefault
WhatsAppUses the WhatsApp quota from your shop's plan. Messages are only sent once the WhatsApp message templates are approved; these templates are set up by the Etalasse teamOff for every update
EmailThe customer must have an email addressOn, except Order delivered
PushThe customer uses the Etalasse appOn for every update
tip

WhatsApp is read fastest, but it uses quota. If your quota is limited, turn WhatsApp on only for the most important updates, such as Order paid and Order shipped.

Customer Notifications page: order update table with WhatsApp, Email and Push switches, plus the Last 30 days carddashboard.etalasse.comKopi SenjaWORKSPACEHomeReportsSettingsAccountCustomer NotificationsSecurityActivity LogWebhooksBilling & PlanCustomer NotificationsARBack To SettingsEventWhatsAppEmailPushOrder paidOrder shippedOrder deliveredOrder canceledOrder refundedWhatsApp uses your plan's quota and only sends once the templates are approved.Email only goes to customers who have an email address.Push reaches customers who use the Etalasse app.Last 30 daysSent and failed per channelWhatsApp128sent3failedEmail342sent12failedPush517sent0failed12
Switch each update on or off per channel; here (1) WhatsApp is on only for paid and shipped orders. The (2) Last 30 days card counts sent and failed messages per channel.

Switch each update on or off per channel; here (1) WhatsApp is on only for paid and shipped orders. The (2) Last 30 days card counts sent and failed messages per channel.

Monitoring what was sent​

The Last 30 days card shows how many notifications were sent and how many failed for each channel.

A high failed count usually means:

  • many customers have no WhatsApp number or email on file
  • the WhatsApp templates are not approved yet
  • your plan's WhatsApp quota has run out

Things to keep in mind​

  • Guest buyers (no account) only receive updates if their phone number or email was captured at checkout.
  • Refunds: only the first refund on an order sends the Order refunded update. Later refunds on the same order don't send another message, so customers aren't messaged repeatedly.
  • These settings apply to the whole shop, not per branch.
  • This page is only for order updates. For promotional WhatsApp messages, use WhatsApp Automations in the Marketing Center or a WhatsApp broadcast to a customer segment. Broadcasts use the same WhatsApp quota as order updates.
  1. open Settings → Customer Notifications
  2. leave Email and Push on as they come by default
  3. if you want to use WhatsApp, make sure your shop's WhatsApp templates are approved, then turn on the WhatsApp switch for the updates you choose
  4. place one test order with your own number and email, then move it through each status to see the messages a customer receives
  5. check the Last 30 days card regularly