Notify Feature for SMS, WhatsApp, and Email

General Feature Information

Feature Name:
Notify - SMS, WhatsApp, and Email Sending for Specific Orders

Feature Overview:
The Notify feature in OTO allows users to manually send notifications through SMS, WhatsApp, or Email for specific orders directly from the Shipments page. This functionality ensures businesses can provide timely and personalized communication for order updates, failed delivery attempts, or any other critical notifications. This feature leverages the preconfigured settings and templates for each notification type to deliver a seamless customer experience.

How to Use the Feature

Step-by-Step Instructions

Prerequisites:

• SMS Notifications:

  • Ensure SMS providers are added and configured under the Other Integrations section.

  • Create customizable templates for SMS in the Customizable Pages section.

  • Configure SMS settings in the SMS Settings section.

• WhatsApp Notifications:

  • Integrate WhatsApp Business and create templates under the WhatsApp Templates section.

  • Configure WhatsApp settings in the WhatsApp Settings section.

• Email Notifications:

  • Add email accounts under the Email Accounts tab in the Email Settings section.

  • Create customizable templates for email in the Customizable Pages section.

  • Configure email settings in the Email Settings section.

Steps to Notify Using SMS, WhatsApp, or Email

1. Navigate to the Shipments Page:

   • Go to Shipments > Pending Orders or the relevant tab where the order is listed.

2. Select the Order:

   • Identify the order you wish to notify the customer about and check the box next to the order ID.

3. Access Notify Options:

   • Click on the Notify dropdown in the action bar above the table.

   • Select the notification type:

     • Send SMS

     • Send WhatsApp Message

     • Send Email

4. Choose Notification Type and Details:

   • Depending on the selected type, a relevant pop-up form will appear:

     • SMS: Select the SMS type (e.g., Tracking, Failed Delivery Attempt, Address Verification).

     • WhatsApp: Select the WhatsApp message type and use the preconfigured template.

     • Email: Select the email type, subject, and template to be used.

5. Confirm and Send:

   • Review the selected details and click Send to deliver the notification.

Some Available Notification Types and Functions

1. SMS Notification Types:

   • Tracking: Sends the shipment tracking link.

   • Failed Delivery Attempt: Notifies customers of a failed delivery attempt and allows rescheduling.

   • Reschedule SMS: Provides a link to reschedule delivery.

   • Address Verification: Requests the customer to verify their delivery address.

2. WhatsApp Notification Types:

   • Tracking: Sends the shipment tracking link via WhatsApp.

   • Failed Delivery Attempt: Notifies customers of a failed delivery attempt and provides rescheduling options.

   • Order Feedback: Requests feedback about the order.

   • Address Verification: Allows customers to verify or update their delivery address.

3. Email Notification Types:

   • Order Tracking: Sends tracking details for an order.

   • Failed Delivery Attempt: Notifies customers of a failed delivery attempt and provides a link to reschedule.

   • Order Feedback: Requests feedback after a successful delivery.

   • Order Notification: Sends general updates related to the order status.

Configuration Details

Prerequisites Recap:

1. SMS:

   • Integrate SMS providers under Other Integrations.

   • Create and configure templates under Customizable Pages and SMS Settings.

2. WhatsApp:

   • Set up WhatsApp Business integration and templates under WhatsApp Templates.

   • Configure WhatsApp settings in the WhatsApp Settings section.

3. Email:

   • Add email accounts under the Email Accounts tab in Email Settings.

   • Set up customizable templates under Customizable Pages and configure them in the Email Settings section.

Example Use Case:

• Scenario: A delivery attempt fails, and the customer needs to reschedule.

• Steps:

  • Select the order with the failed delivery status.

  • Use the Notify feature to send a Failed Delivery Attempt notification through SMS, WhatsApp, or Email.

  • The customer will receive the notification with a link to reschedule their delivery.

Troubleshooting and FAQs

Common Issues and Solutions:

1. Issue: Notifications are not being sent.
   Solution:

   • Verify the integration with the provider (SMS, WhatsApp, or Email).

   • Ensure the selected notification type is configured and active in its respective settings section.

2. Issue: Unable to select a notification type.
   Solution:

   • Check if the required type is enabled and properly configured in the respective settings section.

FAQs:

1. Can I send notifications for multiple orders simultaneously?
   Yes, but only using SMS 

2. Can I customize the content for each notification?
   The content is based on the predefined templates configured in the Customizable Pages section.

3. What happens if the customer doesn’t respond to a notification?
   You can resend the notification or contact the customer directly through other channels.