WhatsApp notifications

Each booking notification, Review request included, carries a channel. Switch it on and razza sends it on WhatsApp; switch it off and razza emails it instead. Email only reaches a customer with a real email address on file, so a phone-only customer gets nothing while it is off.

The messages under More updates for your customers go on WhatsApp only: one you switch off is not sent.

Steps

1. Open Settings and the WhatsApp notifications tab.
2. Switch Booking confirmation, Appointment reminder, Reschedule notice, Cancellation notice and Review request on or off.
3. Pick a number between 1 and 12 under Hours before appointment.
4. Switch Booking updated, Payment received and Refund issued on or off.

Where a switch shows Preview message, select it to read the message razza sends.

Once you change a setting

razza saves each change at once and applies it to every booking in every branch, including those already in your diary. The reminder goes out the number of hours you pick before the appointment, so a booking made less than that far ahead gets no reminder.

How the WhatsApp balance works

Unless your plan is unlimited, it includes a number of WhatsApp messages each month of your subscription, whether you pay monthly or yearly. razza pays for every message beyond them from your WhatsApp balance, at the per-message price shown on Billing. Automatic replies to your customers, and messages WhatsApp could not deliver, cost nothing.

The balance sits in the top bar, or in your account menu on a phone, and shows the messages you have left, from your plan and your balance. It adds Low when that runs low and Paused at none. Only the owner and team members with Can manage payments see the balance and can top it up.

Top up the balance

1. Open Billing, or select the WhatsApp balance in the top bar.
2. Under Top up the balance, pick an amount or type one between ﷼ 50 and ﷼ 5,000.
3. Tick the confirmation that the balance is non-refundable, even if you cancel your subscription, and select Top up.

razza charges the card saved on Billing; if the page asks for one, add it there first. Switch on Auto top-up and razza tops up from that card whenever the balance falls below the amount you set.

When the balance runs out

Once your plan’s messages are used up and the balance cannot pay for the next one, razza stops sending notifications, invoices and payment links on WhatsApp until you top up or a new month of your subscription brings new included messages. Meanwhile:

• Booking notifications and review requests go by email, so customers without an email address get nothing. With Email when WhatsApp can't send off, no customer gets them.
• Payment links are created but not sent; copy and send them yourself.
• Invoices are held back. A top-up sends those from the last 7 days; a new month of your subscription sends none, so send the rest yourself.

If nothing arrives on WhatsApp

A customer with no mobile number on their profile gets an email instead while Email when WhatsApp can't send is on, and nothing when it is off.

When WhatsApp reports a message undelivered, for example to a number not on WhatsApp, razza emails the Booking confirmation, Appointment reminder, Cancellation notice or Review request instead, while Email when WhatsApp can't send is on and the customer has a real email address on file. It skips a confirmation for a booking since cancelled or started, and a cancellation for one since brought back or started. A Reschedule notice or any other message goes out by no other channel.