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Customer Notifications

Setting Up Customer Notifications

In this article

Customer Notifications work by connecting a customer event to a message template. After you set one up, EasyBiz watches for that event and sends the selected Email or WhatsApp template to the customer automatically. This guide walks you through creating one notification, then gives you ready-to-copy setups for the most common customer moments.

Contents

How the setup works

Each notification needs three choices.

ChoiceWhat it does
Trigger EventDecides when the message is sent
Email TemplateThe email to send. Optional. Must be published
WhatsApp TemplateThe WhatsApp message to send. Optional. Must be approved

You can choose an Email template, a WhatsApp template, or both.

Set up a customer notification

  1. Click the βš™οΈ Settings icon in the top-right corner.
  2. Under the CRM section, click Customer Notifications.
  1. On the Customer Notification page, click Add Customer Notification.
  1. Choose the Trigger Event you need, then select an Email Template, a WhatsApp Template, or both.
  2. Click Add.
⚠️ Important: If you already use event notifications in the 2.0/old console, disable the old version after setting this up. Leaving both on will send your customer the same message twice.

Common notifications to set up

Every notification follows the same pattern: pick the trigger event, then connect the template you want to send. Here are five common setups to start with.

Customer momentTrigger EventTemplate to choose
Order confirmed or invoiceSales order confirmedEmail: Order invoice / WhatsApp: Order confirmed
Ready for collectionOrder ready for collectionWhatsApp: Ready for collection
Payment receiptPayment succeededEmail: Payment receipt / WhatsApp: Payment receipt
Pickup completedLogistic pickup completedWhatsApp: Pickup completed
Delivery completedLogistic delivery completedWhatsApp: Delivery completed
Example πŸ‘‰ : CleanFast Laundry sets a notification with Trigger Event set to Order ready for collection and chooses their Ready for collection WhatsApp template. When staff mark an order as ready, the customer gets a WhatsApp message straight away.
πŸ’‘ Tip: For any notification not listed above, use the same three steps. Choose the right trigger event, then connect the Email or WhatsApp template you want to send.

Editing and Deleting

To open an existing notification, click the β ‡ three-dot button at the end of the row, then choose:

  • Edit: opens an Update Customer Notification screen with every field pre-filled. You can change the Trigger Event, swap the Email or WhatsApp template. Click Update to save.
  • Delete: opens a "Delete customer notification?" confirmation. Click Delete to confirm, or Cancel to back out.

FAQ

Do I need to set up every trigger?

No. Start with the customer updates you use most often, such as order confirmation, ready for collection, payment receipt, pickup completed, and delivery completed. You can add more later.

Can I use both Email and WhatsApp for the same trigger?

Yes. A single notification can use an Email template, a WhatsApp template, or both at the same time.

Why can't I see my Email template in the dropdown?

Only published Email templates can be selected. Check that your template is published, then try again.

Why can't I use my WhatsApp template?

WhatsApp templates must be approved before they can be used here. See Introduction to WhatsApp Message Templates.

Where do I edit the message content?

Edit the wording inside the Email Template or WhatsApp Template itself. Customer Notifications only controls when the message is sent, not what it says.

Why did the customer receive the same message twice?

This usually means the same notification is still enabled in the 2.0 console. Disable the old version after setting it up here.

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