Customize Email, SMS and WhatsApp Notifications

RagoxCell can keep customers updated automatically as their repair moves through your shop. You control which channels are active, what each message says, and which events trigger a message. This guide walks through configuring channels, editing templates, choosing events, and confirming that messages actually go out.

Notifications support three channels: Email, SMS, and WhatsApp. Each channel only becomes available once the matching provider is configured, so the first step is making sure your providers are connected.

Confirm which channels are available

A channel can only send messages if its provider is set up. RagoxCell shows you the currently usable channels in two places:

• On any repair order, the Notifications panel lists the Active channels for your shop. If none are configured, you'll see "none configured" in amber.
• Channels light up based on the underlying provider:
  • Email requires a configured SMTP mail provider.
  • SMS requires a Twilio account (Account SID, Auth Token, and a sending number).
  • WhatsApp requires the Meta WhatsApp Cloud API (access token and phone number ID).

Email is provided by the RagoxCell platform out of the box, so it is typically active without extra setup. SMS and WhatsApp depend on your own provider credentials. If a channel you expect isn't listed, the provider for that channel isn't connected yet, and any message that would have used it will be skipped.

Turn channels on or off for your shop

Even when a provider is connected, you decide which channels your shop uses.

1. Go to Settings.
2. Find the Customer notifications section.
3. Use the checkboxes to enable or disable each channel:
   • Email enabled
   • SMS enabled
   • WhatsApp enabled
4. Click Save.

Disabling a channel here keeps it from being used even if the provider is configured. This is useful when, for example, you have SMS available but only want to send email for now.

Set your sender identity

In the same Customer notifications section you can control how messages appear to recipients:

• Email "from" name — the display name shown on outgoing email.
• Reply-to email — where customer replies should land (often your shop's support inbox).
• SMS sender ID — the sender label used for text messages, where your provider supports it.

Set these before you send live messages so customers immediately recognize who the notification is from. Save when you're done.

Choose which events notify customers

RagoxCell sends notifications automatically when a repair reaches a meaningful milestone. You decide which of these events are turned on.

1. Open Settings and go to the Customer notifications template editor (listed as the customer notification templates).
2. You'll see one row per event, including:
   • Device received
   • Estimate sent for approval
   • Ready for pickup
   • Invoice sent
   • Payment received (receipt)
   • Delivered / thank you
   • Review request
   • Reminder: ready, not picked up
   • Reminder: warranty expiring soon
3. Each row has an Enabled checkbox. Uncheck it to stop that specific message from being sent. A disabled event shows an off badge.

The two reminder events are time based. In Settings you can set Ready reminder days (how long a finished device can sit before a pickup reminder) and Warranty reminder days (how far ahead of warranty expiry to send a heads-up). Setting either value to 0 turns that reminder off.

Edit a notification template with variables

Every event ships with sensible default wording, and you can rewrite any of it to match your shop's voice.

1. In the template editor, click an event row to expand it.
2. Edit the Subject and Body fields.
3. Use these variables anywhere in the text; RagoxCell fills them in per order:
   • {{shop}} — your shop name
   • {{ticket}} — the repair's ticket number
   • {{trackUrl}} — the customer's tracking and approval link
   • {{invoiceNumber}} — invoice number (invoice events)
   • {{invoiceTotal}} — invoice total (invoice events)
   • {{reviewUrl}} — your review link (review request)
4. Click Save. The row is marked custom.
5. To revert, expand the row and click Reset to default.

A few practical tips:

• Keep SMS bodies short. The same template text is reused across channels, so a long email body becomes a long (and costlier) text message.
• Always include {{trackUrl}} on status and invoice messages so customers can check progress, approve estimates, or pay online.
• Editing templates requires shop management permission, so this is typically done by an owner or admin.

Understand how a channel is chosen per message

When an event fires, RagoxCell picks a channel for that customer automatically:

• It honors the customer's contact preference (email, SMS, WhatsApp, or just "phone") set on their profile.
• If the preferred channel isn't available or the customer is missing that contact detail, it falls back to another active channel that has valid contact info.
• If no channel is both enabled and usable for that customer, the message is skipped and logged as such.

This means a customer with only a phone number won't get email, and a customer with only an email won't get SMS — RagoxCell routes to what will actually reach them.

Test delivery and confirm messages went out

RagoxCell records every send attempt, so you can verify delivery without guessing.

1. Open a repair order and scroll to the Notifications panel.
2. Move the order through a real milestone — for example, change its status to Ready for pickup — to trigger a live message.
3. Watch the log entries, which refresh automatically. Each row shows the event, the channel used, the recipient, and a status badge:
   • sent — delivered to the provider successfully.
   • failed — the provider rejected it; the error is shown, and RagoxCell will retry.
   • skipped — no enabled channel or no valid contact info for that customer.

For a true end-to-end check, run the milestone on a test order tied to a phone number or inbox you control, then confirm the message arrives. You can also review a customer's full communication history from their profile, which combines every notification sent across their orders.

If a message shows failed, the error text usually points at the cause (an invalid number, a missing provider credential, or a rejected email). Fix the provider or contact detail and trigger the event again.

Once your channels are connected, your templates reflect your shop's voice, and your test order shows sent, your customers will stay informed at every step — automatically. Head to Settings to fine-tune the rest of your customer communication.