Help Center
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.
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.
enrutar always uses the contact details saved on the work order. A channel cannot be used when the corresponding detail is missing.
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.