Messages the system sends
Every WhatsApp, email and text message the system sends, to customers, to your team and about your subscription: when, to whom, and how to change or stop it.
The system sends three kinds of messages: messages to your customers and team, written from your agency's message templates; emails from the platform about your subscription; and notices inside the app. This page lists all of them.
How to change or stop a message
- The wording of every customer and team message is a template in Settings → Message templates. Each message has one template per channel (WhatsApp, Email, SMS) and per language (العربية, English). See Change the words of a message.
- A message goes out on a channel only when it has a template for that channel. Press Add in the grid to write one.
- To stop a message, turn off Send this on its template (Template turned off: nothing is sent) or delete it.
- Most messages go out only when someone in your team chooses a channel (for example Send the confirmation on a new booking). Choosing Don’t send sends nothing.
- Messages count towards your plan's monthly message limits, except sign-in codes and invitations. See Plan limits and how usage is counted.
Note
The customer gets the template in their own language. If that language's template is off or missing, the other language's template of the same channel is sent instead. To stop a message completely, turn off both languages.
Messages to customers
| Template on Message templates | When it is sent | Ready-made channels |
|---|---|---|
| Booking confirmed | A new booking is confirmed with a channel chosen under Send the confirmation; Send a message on a booking; Send to customer on WhatsApp after a booking. | WhatsApp, Email |
| Payment receipt | A payment is recorded with a channel under Send the receipt; a customer pays a payment link online; a transfer the customer reported is confirmed. After an online payment, the channel is the one in Settings → Preferences → Send online payment receipts by (WhatsApp unless you change it). | |
| Payment reminder | A payment link is created with a channel; Send reminder on a booking or a payment link; Remind on the Payments screen or on the dashboard's overdue alert. Contains the payment link. | WhatsApp, Email |
| Quotation sent | Send on WhatsApp, Send by email or Send by SMS on a quotation (or Send again). The quotation becomes Sent. | |
| Documents ready | Tell the customer documents are ready on a booking or on the Documents screen. | |
| Passport renewal | Once a day, when Passport renewal messages is set in Preferences: that many days before departure, for each traveller whose passport expires less than six months after the trip returns. | WhatsApp, Email |
| Trip page code | The customer opens a trip page that asks for a code. | SMS, WhatsApp |
| Transfer not confirmed | Your team rejects a bank transfer the customer reported. It gives the amount and the reason. | WhatsApp, Email |
| Account sign-in code | The customer signs in to their customer account. The code works for 10 minutes. | SMS, WhatsApp, Email |
| Chat reply | Your team replies in the Inbox and the customer has not been in the customer app in the last 2 minutes. At most one every 15 minutes per chat; WhatsApp when the customer has a mobile number, otherwise email. | WhatsApp, Email |
| Account invitation | Invite to the app on a customer (By WhatsApp, By text message or By email). | WhatsApp, SMS, Email |
A free-text message a colleague writes on a booking (Send a message) uses no template.
Messages to your team
| Template on Message templates | When it is sent | Channel |
|---|---|---|
| Team invitation | Someone is invited to the team, or Send the invitation again is pressed (on Team and roles or in the setup steps). | |
| Password reset | A person presses Forgot it? next to the password on the sign-in page (the link works for 1 hour), or an owner makes a Password reset link on Team and roles (the link works for 24 hours). |
Two-step sign-in sends no messages: the codes come from the person's authenticator app, and the recovery codes are shown once on screen.
Send a test on a connection card in Settings → Connections sends a short test message to the address or number you type.
Emails about your subscription
The platform sends these emails itself. They go to the billing email set on Plan and billing (or, when it is empty, to the account owner), in the owner's language. Your agency cannot turn them off; their wording is set by the platform.
| Subject (English / Arabic) | When it is sent | |
|---|---|---|
| Welcome | Welcome to …, … / أهلاً بكم في …، … | The agency account is created. It has the link to set the password and the trial end date. |
| Trial ending | Your … trial ends in … days / تنتهي تجربتك في … خلال … أيام | 7 days and 1 day before a trial on a paid plan ends. |
| Invoice issued | Invoice … from … / الفاتورة … من … | A subscription invoice is issued (renewal, upgrade, end of trial). It has the payment link. |
| Payment received | Payment received for … / استلمنا دفعة الفاتورة … | A subscription invoice is paid. It gives the date your subscription is paid until. |
| Payment overdue | Payment overdue: invoice … / دفعة متأخرة: الفاتورة … | An invoice passed its due date unpaid. It gives the date the account will be paused. |
| Account suspended | … has been suspended / تم إيقاف حساب … | The account is paused for an unpaid invoice. It has the payment link. |
Notices inside the app
| Notice | When it shows | Who sees it |
|---|---|---|
| Automatic tasks | A customer accepts a quotation or sends a request from the customer app, a customer pays online more than the balance, a card refund fails (urgent), an e-invoicing certificate needs renewing, a trip is created with a checklist. | The owner of the quotation, customer or booking, or the agency. |
| Alerts on the dashboard and the bell (Activity) | Checked every 2 minutes: overdue balances, passports that expire too soon, quotations that expire in 2 days, tasks due or late, customer chats waiting, trips below their minimum, customer payments to confirm, e-invoice problems. | People who can see the dashboard. |
| Counts on the menu | Unread customer chats on Inbox (every 30 seconds), late tasks on Tasks, alerts on Dashboard. | People who can open those screens. |
| Bars at the top of the screen | A platform announcement; A payment is overdue…; Your account is paused…; the trial days left in the side menu; the support mode bar. | Everyone in the agency. |
Related articles
- Message templatesThe words of every message customers and colleagues receive, per channel and language, with booking details filled in and a live preview.
- Change the words of a messageEdit a message template, add booking details to it, check it in the preview with a real booking, and add it for another channel or language.
- Messages and the details they can useEvery message the system sends, when it goes out, on which channels, and every {detail} each message can fill in, with what it becomes.
- The customer did not receive the WhatsApp or SMS messageWhy a confirmation, receipt, reminder or trip page code did not reach the customer, how to read the message log, and what to fix first.
- What the system does automaticallyThe work the system does by itself, every minute, every hour or after an event, and what your agency sees as a result.