Customer notifications

Once your store is connected, Hadir Chat can send its customers automatic WhatsApp messages when something happens in the store: a new order, a status change, a cash-on-delivery order to confirm, and more. You set them per store, and each one stays off until you switch it on.

Before you start

• Your subscription includes the Customer notifications add-on.
• The store is connected and a WhatsApp channel is among the Channels reading from this store. See Choose the channels for a store. Notifications go out on WhatsApp only.
• You are an Administrator, or your role may connect and manage stores.
• An approved WhatsApp template for each notification you switch on. See WhatsApp templates.

Open the store's notifications

1. In the inbox, open Settings, then Integrations, and select Configure on the Salla or Zid card.
2. On the store's card, scroll to Customer notifications (1). Next to the title you see how many are on, such as “2 of 6 on”.

The six notifications:

• New order: thank the customer as soon as the order is placed.
• Order status changed: tell them when the order moves, such as shipped or delivered.
• Payment updated: tell them when the payment on their order changes.
• Confirm cash-on-delivery orders: ask them to confirm before you ship.
• Ask for a review: ask how it went, a while after the order arrives.
• Abandoned basket: remind them of what they left in their basket, with a link back to it.

Switch a notification on

1. Select the notification's name to open its settings (1).
2. In Message (2), write your own wording, or leave it empty to use ours. Select a variable below it, such as {{ customer.name }} or {{ order.reference }}, to add it to the text.
3. Under WhatsApp template (3), choose the Approved template and fill in its values if it asks for any.
4. Turn on the notification's switch (4), then select Save (5). You see “Saved.”.

Note: the switch does nothing until you select Save on that notification. A notification switched on without a template shows “Needs a template”: without one, the message only reaches customers who wrote to you in the last 24 hours, which for a new order is almost nobody.

Settings for particular notifications

• Only these statuses (Order status changed, Payment updated, Ask for a review): pick the store statuses worth a message. Choose none to send on every change.
• Wait this many hours (Ask for a review): how long after the order arrives; 24 hours unless you change it.
• Wait this many minutes (Abandoned basket): how long before the reminder; 20 minutes unless you change it. The reminder goes once, and not at all if the customer completes the purchase.

For Order status changed, your store may also tell the customer itself, so they could hear about one change twice. That is why Also send for changes made from Hadir is off by default: order actions taken from a conversation already tell the customer.

Confirm cash-on-delivery orders

1. Under Cash-on-delivery payment methods, choose the methods your store treats as cash on delivery.
2. In Tell an agent after this many hours, set how long to wait (6 hours unless you change it). If the customer has not answered by then, a private note is added to the conversation.
3. To cancel the order in the store when the customer declines or never answers, turn on Cancel the order in the shop and enter your store's cancelled status in Status to set when cancelling. This is off by default.

A short reply such as “yes” or «نعم» counts as a confirmation, and “no” or «إلغاء» as a refusal; either way a private note is added to the conversation. A longer or unclear reply is left for your agent to read.

Note: if a notification shows a warning starting “This needs the … permission”, the store was connected before we asked for that permission. Select Disconnect, then connect the store again to switch it on.