Overview
Arrange automatic order updates and payment reminders for your WhatsApp customers.
What it does
Automated WhatsApp messaging sends customers order and invoice updates when your ERP or accounts package reports an event.
When to use it
Use it to request payment before dispatch, remind customers about overdue invoices or explain substitutions before delivery. These operational messages are separate from marketing campaigns you schedule yourself.
Early access
Contact your onboarding manager to register your interest in automated WhatsApp messaging.
What the customer receives
Payment before dispatch
Tell the customer their order is ready to dispatch and take payment there and then, so the order can be released.
Overdue invoice reminders
Remind the customer that an invoice is overdue, with the invoice number, the amount, and an instant way to settle it.
Order substitutions
Tell the customer about product substitutions before the delivery arrives, so there are no surprises at the door.
What you need to do
There is nothing to configure for these events in the ProConnect admin panel. Onboarding enables the service and prepares the templates; your ERP triggers the messages.
- Agree the events, wording and contact buttons with your onboarding manager.
- Follow WhatsApp onboarding to upload customers and prepare opted-in contacts.
- Ask your ERP/IT team to arrange the triggers described below.
What you'll see
Customers receive the agreed WhatsApp update with their order or invoice reference. Payment messages include Pay now and Call us buttons.
For your ERP/IT team
Each use case is an event that your back-office system — your ERP, accounts package, or CRM — triggers through the ProConnect API.
- Your system triggers an event, passing the details of the update: an order or invoice number, a customer reference, and an amount where a payment is due.
- ProConnect matches the customer reference to the customer record. These are the same customers you upload for WhatsApp Marketing, identified by the same customer numbers you already use in your ERP, CRM, or accounts system.
- The pre-approved WhatsApp message template for that event is sent to the customer's opted-in contacts.
- Where a payment is due, the message includes a Pay now button that opens a secure Open Banking payment, pre-filled with the exact amount, and a Call us button that puts the customer straight through to your customer service team.
The message templates are configured with your onboarding manager, so the wording, tone of voice, and buttons can be adjusted to your business.
If something goes wrong
- A customer receives no message: open CRM → Contacts and check the contact is linked to the correct customer and has opted in. Follow the onboarding guide if their details need correcting.
- The reference or amount is wrong: check the order or invoice in your ERP and ask your ERP/IT team to correct the event details before another message is sent.
- Details and consent are correct but delivery fails: ask your ERP/IT team to check the event response. Give them the affected order or invoice reference and the time it was triggered; do not repeatedly resend it.