Overview
Automated order and invoice updates over WhatsApp, triggered by your ERP, accounts, or CRM system.
Overview
Automated WhatsApp messaging sends transactional updates to your customers at key moments in the order-to-cash cycle. The messages are triggered automatically by your back-office systems, so your customers stay informed — and can pay you — without any manual effort from your team.
Where WhatsApp Marketing covers campaigns and broadcasts you choose to send, automated messages are operational and event-driven: an order is ready to dispatch, an invoice is overdue, or a product in an order has been substituted.
Early access
Automated WhatsApp messaging is launching as an early access programme. Contact your onboarding manager to register your interest.
The events
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.
How it works
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.
A full API reference for each event will be published as part of the early access programme.
Why use it
- Reach customers where they already are. WhatsApp messages are typically seen and read far sooner than emails or letters, and the order or invoice reference is stated clearly so there is no ambiguity.
- Get paid faster. The Pay now button opens an Open Banking payment pre-filled with the exact amount, so the customer can pay from their own banking app in a few taps — no card details, no typing account numbers, no mistyped amounts.
- Less chasing for your team. Payment requests, invoice reminders, and substitution notices go out automatically, freeing your credit control and customer service teams to focus on the conversations that genuinely need a person.
- Consistent, timely communication. Every customer gets the same clear, polite update at the right moment, with a direct route to your team when they want to talk.
Prerequisites
- Your WhatsApp channel has been set up by the onboarding team.
- Your customers are uploaded and contacts are opted in — see WhatsApp Marketing for how onboarding works.
- Automated messages are only sent to contacts who have opted in.