Configure Customer Notification Channels

Configuring customer notification channels ensures your business can communicate efficiently with customers via email, WhatsApp, and SMS. This procedure allows you to enable or disable each channel, set sender details, and customize notification templates for a personalized customer experience. Customizing notifications helps maintain consistent branding and improves customer engagement.

To configure customer notification channels

1. Navigate to Settings in your application. The Settings screen appears.
2. Select Customer Experience and Communications. The channel settings page opens, displaying options for email, WhatsApp, and text messages.
3. Configure email notifications. a. Toggle the email notification option to enable or disable emails sent to customers after specific actions. The system updates the email notification status. b. (Optional) View sender email address and customize the reply-to email. Customers can respond directly to the reply-to address. Note: Customizing the reply-to email allows for direct customer responses.
4. Configure WhatsApp notifications. a. Enable the WhatsApp notification option. WhatsApp messages will be sent to customers. b. Enter your WhatsApp number for sending notifications. The number is saved automatically. Note: WhatsApp notifications are managed automatically and cannot be customized.
5. Configure text message notifications. a. Enable the SMS notification option. SMS messages will be sent to customers. b. Enter the phone number you wish to use for sending SMS notifications. The number is saved automatically. Note: Text message templates can be customized for your communications.
6. Go to Templates to view and customize notification templates. The default templates for email and SMS notifications are displayed. Note: WhatsApp templates are managed automatically and cannot be customized, whereas text message templates can be customized.
7. Review notification logs. You can track which messages were sent to each customer. Note: Reviewing logs helps monitor communication history and troubleshoot delivery issues.