Go to Admin > Settings > Messages.
How channels work#
Each notification row shows the channels available for that message type. The page uses Email, Also send by phone, and Push columns. A channel that is not available for a row cannot be enabled there.
Also send by phone is one switch per message. When it is on, Naayya sends the message by WhatsApp first. If WhatsApp can't reach the customer, Naayya sends it by SMS instead. When it is off, the message does not go out by phone. You do not set WhatsApp and SMS separately.
Small notes under the switch tell you what it covers:
- SMS only appears on messages that have no WhatsApp version, such as the Instructor class reminder.
- Not in your plan appears on cancellation messages when your plan does not include phone cancellation messages. The switch is off and cannot be turned on.
- Not active yet appears when the switch is on but none of the message's phone channels is live yet. See Check whether phone messages are live.
The rows and available channels depend on the notification type and business configuration. Treat the labels shown on the page as the source for what you can change.
Push has its own control when the notification row supports it.
Check whether phone messages are live#
Recommended setup includes a Phone messages row with one status for both channels:
- Live: Naayya has switched on both WhatsApp and SMS sending.
- WhatsApp only or SMS only: Naayya has switched on that channel only. A message that uses only the other channel shows Not active yet under its switch.
- Not active yet: Naayya has not switched phone sending on, so messages do not go out by phone even when a switch is on. The row says this once, not for each channel.
The row also says how many customers can get booking updates by phone, for example 12 customers can get booking updates by phone. These are your customers with a verified phone number who have not turned booking updates off for your business and have not stopped phone messages, for example by replying STOP. A customer who never answered counts. A customer who stopped phone messages counts again once they turn booking updates on for your business. A booking update sent by phone reaches only these customers.
Before switching on Also send by phone, check that the status says Live or names a channel the message uses.
Configure a notification#
- Go to Admin > Settings > Messages.
- Review Recommended setup: the status of Required records and Operational attention, and whether Phone messages is Live.
- Find the notification category and message type. These controls are visible below Recommended setup.
- Change the supported Email, Also send by phone, or Push control for that row. Some email notifications are always on, and a control is not shown when a channel is unavailable.
- Wait for the Saved confirmation before leaving the page.