SMS & WhatsApp Notifications: Triggers, Templates & Automation

In service businesses such as dry cleaning, carpet cleaning, shoe repair, tailoring, and car wash, customers usually ask the same three questions: “What stage is my order in?”, “When will it be picked up/delivered?”, and “Has the payment–invoice process been completed?”. With SMS & WhatsApp notifications, you can answer these questions before the customer even asks. The system automatically sends messages based on order and appointment flow events (triggers), falls back to SMS if WhatsApp delivery fails, and reports delivery and read receipts. Templates are customizable and can be segmented by branch, channel, and language.

Why Automated Messaging?

• Speed & transparency: Statuses like “Picked up”, “In process”, “Ready”, “Delivered” appear instantly to the customer.
• Reduced call load: Works with IP PBX/Caller ID to significantly cut down “order status” phone calls.
• Higher conversion: Payment links, e-document access, and appointment confirmations boost click-through and completion rates.
• Error prevention: Address/appointment confirmations and payment alerts reduce delays and return risks.
• Measurability: Delivered/read/clicked metrics are reported per branch, campaign, and trigger.

Triggers: Which Message for Which Event?

Triggers are managed by a flexible rules engine; each can define channel priority (WhatsApp → SMS), quiet hours, retries, and template selection.

• Order created: Order number, estimated delivery date, tracking link.
• Pickup scheduled / courier en route: Date–time, route info (optional), quick “address confirmation” link.
• Order in process: Stain/repair approval link and price difference details if needed.
• Ready: Branch/shelf info, working hours, and payment status; optional reminder if not picked up in X hours.
• Delivered: Thank you message, e-document link, and satisfaction survey.
• Payment confirmation/refund: PayTR/iyzico payment result, partial/full refund info, and e-document link.
• e-Invoice/e-Archive: Document link, series/number, cancellation–refund flow.
• Appointment reminder: Automatic reminders 24 hours and 2 hours before; includes reschedule/cancel links.
• Missed call: With PBX integration, “We tried to reach you” message and callback request link.
• Package/bonus notifications: Remaining balance, expiry date; win-back nudges for inactive customers.

WhatsApp or SMS? Channel Strategy

WhatsApp provides rich content (buttons, photos, PDFs) and high engagement; if not available/consented, SMS acts as fallback. The system lets you set channel priorities and failover rules. For example, for the “Ready” trigger, send via WhatsApp first; if not delivered in 60 seconds, send SMS automatically.

Template Design: Variables & Tone

Templates are multilingual and customizable. Variables include {name}, {orderNo}, {date}, {amount}, {link}, {branch}. Tone should be transactional and polite. Promotional content should only go to opted-in customers and within appropriate hours.

Sample Transactional Templates

[Order Created] Hello {name}, your order #{orderNo} has been created. Estimated delivery: {date}. Track here: {link}