Customer Notifications

Customer notifications in enrutar keep customers informed about their Work Orders and Appointments automatically by WhatsApp or email. They are separate from the internal Notification System.

2 min read Customers and WhatsApp
On this page
  1. Configuration
  2. Appointment reminders
  3. Appointment confirmation
  4. Work report delivery
  5. Estimates

Configuration

Configure customer notifications in the organization settings. For each type, enable the relevant channel:

  • WhatsApp is sent to the phone number stored on the work order and uses default templates, or organization templates on Enterprise. See WhatsApp Templates.
  • Email is sent to the email address stored on the work order.

For appointments and reports, enrutar uses the contact details saved on the work order. A channel cannot be used when the corresponding detail is missing. Estimates use their own contact details.

In some organizations, automatic WhatsApp notifications come from a notification number different from EVA's number. That channel processes expected replies to reminders and report deliveries; free-form text, audio or files sent there do not become an EVA conversation or create work orders.

Appointment reminders

Appointment reminders are sent the day before at the configured send time, which is separate from the appointment time included in the message.

For all-day appointments, the time communicated to the customer is the opening time in the organization's Working hours, not technical midnight.

Customers can confirm or cancel directly from interactive WhatsApp buttons. A cancellation automatically changes the appointment status to Cancelled. EVA records responses in a comment on the related work order.

Appointment confirmation

Appointment confirmation messages can be sent when an appointment becomes confirmed. Configure email and WhatsApp separately according to the channels available for the work order.

Work report delivery

Completed work reports can be delivered automatically by email or WhatsApp when the work order has the corresponding contact details.

On WhatsApp, when the signed PDF is ready, the customer receives a message with the link to open the report and a question asking whether they also want it as a PDF, with the buttons Yes, send it and No, thanks. If they answer yes, they receive the PDF in the conversation. If your organization uses a custom template for reports, that template is kept.

If the message should have been sent from your organization's WhatsApp number and Meta has not yet approved its display name, enrutar sends it from enrutar's number so the customer still receives it. An entry from EVA in the work order history records this. See If Meta has not approved the display name.

Estimates

With Enterprise, configure automatic channels for new estimates and preview the message on this screen. For WhatsApp, check the organization's connected account and estimate template.

These sends use the estimate's contact details, not the work order's. Review channels in the estimate form before saving; you can also manually select available channels from its detail page even if automatic delivery is disabled.

Accepting receipt of the PDF on WhatsApp does not mark the estimate as accepted: document delivery and commercial approval are separate actions.

Was this article helpful?

Thanks, this helps us improve.

What was missing? Tell us and we’ll add it. Tell us
Estimates Estimates record a commercial proposal for a customer. They are separate from work order statuses, with their own status, versions and history. Work Orders Work orders are the foundational block of enrutar. They are the structure upon which the entire system is built and the most important piece. In this… Work Order History The work order history is a chronological log of all the changes and events that have occurred in a work order. It provides complete traceability of… Appointments Appointments (also called visits) are scheduled events within a work order where one or more field operators perform the actual work for a customer.…