Setting Up Customer Event Notifications

Before You Start

Check these three things before creating a notification. Without them the notification either cannot save or will never send.

Step 1: Create and Publish an Email Template

A full guide for managing email templates is available at [Configuring Email Templates] (Coming Soon). The steps below cover the minimum needed to get one published for use here.

1. Click the ⚙️ Settings icon in the top-right corner.
2. Under the Templates section, click Email Template.

3. Click + Add.

4. Enter a Template name.
5. Pick an Email Group (or leave empty).

Email Group

6. Pick a Preconfigured template content.

Preconfigured Template Content

7. Click Create

8. The editor opens, review the content and edit if needed.

9. Click Preview in the top left of the editor toolbar.

10. In the preview screen, select an existing order to check and click the Publish icon (rocket icon, top-right corner).

11. Confirm in the dialog.

Your template is now ready to use in Event Notifications.

Step 2: Open Event Notifications

1. Click the ⚙️ Settings icon in the top-right corner.
2. Under the Operations section, click Event Notifications.

3. Click the Customer Notifications tab.
4. Click + Add.

Step 3: Fill In the Notification

The Add Notification dialog has three fields.

Trigger Event

Email Template

WhatsApp Template

Click Add and the notification appears in the table on the Customer Notifications tab.

Five Examples to Copy

Pick any of these and replicate the setup in your shop. You can attach both an email and a WhatsApp template to the same notification — the system sends both at the same time.

Example 1 -> Send a receipt when an order is completed

Example 2 -> Send an invoice when an order is confirmed

Example 3 -> Tell the customer when their order is ready for store collection

Example 4 -> Confirm a successful pickup (online order)

Example 5 -> Notify the customer when a delivery is completed (online/store order)

Confirming It Works

Trigger the event in a test order. For example mark a test order as completed to fire Example 1. The message should arrive within a minute. If nothing arrives, check:

• The template is Published, not in draft, if you are not sure, open the template and check the status at the top
• The customer record has an email address for email, or a valid phone number for WhatsApp
• The trigger event matches what actually happened — Sales order completed and Order ready for collection are different events

Editing or Deleting

Each row in the notifications table has an Edit and Delete option in its menu.

• Edit -> re-opens the same dialog. Change the trigger or templates and save.
• Delete -> is permanent. Re-adding it does not restore the previous configuration.

FAQs

Do I have to set up every event?

No. Most shops start with three to five customer notifications. The most useful starting set is Sales order confirmed (for invoices), Order ready for collection, and Payment succeeded (for receipts). Add more later.

What if my customer has no email address?

The email is skipped for that customer. WhatsApp still sends if a phone number is on file. Attach both an email and a WhatsApp template to the same notification to cover both cases.

Why does my notification show "None" under WhatsApp?

You saved without picking a WhatsApp template. Edit the row and pick an approved template, or leave it on email only.

I saved a notification but no message arrived. Why?

Three things to check: the template is Published and not in draft, the customer has a valid email address or phone number on their record, and the trigger event you picked matches what actually happened in the system.

Can one notification fire twice in the same minute?

Yes. The notification is tied to the event. If two orders complete in the same minute, two messages are sent.

Can I pause a notification without deleting it?

Not yet. As a workaround, unpublish the linked template. The channel will show "None" until you publish the template again.

Can I filter by sales channel or business unit?

Not yet. Every notification fires for every order across every sales channel.

What is the difference between Sales order confirmed and Payment succeeded for sending an invoice?

It depends on your shop's payment flow. If you confirm the order first and collect payment after — the typical quote-then-pay flow — use Sales order confirmed. Pricing is locked at that point and it fires once per order, making it the right moment to send the invoice. If your shop takes payment before confirming, use Payment succeeded instead and attach a receipt template — the confirmed trigger will be silent in that path because the order auto-confirms without emitting the event. For unpaid order reminders, use Payment reminder, but note that this one is staff-triggered by clicking Send Payment Reminder on the order, not automatic.