Customer communications

The platform talks to your customers constantly — order updates, sign-in codes, refund confirmations, campaigns. This page covers where each message is written and what governs whether it actually goes out.

The channels

Push is free per message and instant, but only reaches customers who installed the app and allowed notifications. SMS reaches everyone with a phone number and costs per message. Email carries detail and imagery and is the cheapest at volume.

WhatsApp and automated voice calls are also available where you connect a provider for them. All of them run through provider accounts you hold — see Messaging providers.

Where each template lives

Message	Where
Order status — placed, accepted, ready, on the way, completed	Per business type, under its Order Notification section, by recipient and channel
Account, wallet, membership, reward, referral, voucher and refund messages	Storefront → Content → Notifications, grouped by feature
Campaigns	The campaign itself — see Broadcast
Sender name, logo, footer and unsubscribe links	Brand settings — see Branding

The global notification list is longer than people expect. It covers account creation and password resets, every wallet movement including auto top-up successes and failures, the whole membership lifecycle (purchase, renewal, cancellation, past due, grace period, retry exhausted), reward redemptions and expiry reminders, referral events, voucher redemption and expiry, every refund state — and chargeback disputes.

Templates are per language. Adding a language means revisiting them; see Languages & currency.

Customers control which channels may market to them, per channel. That is honoured automatically on every campaign, and you never filter for it yourself.

Transactional messages about an order the customer actually placed are separate from marketing consent — a receipt is not marketing.

Consent is collected in the app, and also at the in-store tablet, which is how a walk-in customer becomes reachable.

Why a working integration sends nothing

This is the single most common problem, and it does not look like a problem.

Each messaging integration carries separate switches for what it may send — order notifications, sign-in codes, broadcasts, Marketing Autopilot, global notifications. An integration enabled for order notifications but not for campaigns delivers every receipt and not one campaign. The integration looks healthy because it is healthy; it simply has not been permitted.

Check those flags before anything else. See Integrations overview.

Contact form submissions

Messages sent through your contact form arrive at Dashboard → Operations → Contact Submissions (/settings/contact-form/list). The subjects customers can choose from are configurable in Misc settings.

Assign someone to check it. These are either a problem with an order or a sales enquiry, and both go stale quickly.

Which channel for what

Purpose	Channel
Order receipts and status	Push first, SMS as the fallback
Sign-in codes	SMS — reliable and immediate
Anything with detail or imagery	Email
Time-critical offers	SMS, sparingly — the most expensive and the most intrusive
General campaigns	Push where you have it, email for depth

Troubleshooting

Symptom	Cause
Receipts arrive, campaigns never do	The per-purpose flags on the integration
Nothing sends on any channel	The integration is inactive, or its conditions exclude that outlet
A customer received nothing at all	They have opted out on every channel — by design
Push reaches very few people	It only reaches installed apps with notifications allowed
Messages arrive in the wrong language	Templates are per language; check the one they resolve to
Email lands in spam	Domain authentication — see Messaging providers
A template edit had no effect	Order templates are per business type; you may have edited a different one

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