Sending SMS and WhatsApp to Customers
Many customer lists in Invoay — like View Customers, Repeat Customer and Lost Customer — let you pick customers and send them a message straight away. It's perfect for offers, "we miss you" messages, or festival wishes.
📺 Watch: How to send messages
Step 1: Choose your customers
Tick the box at the start of each row for the customers you want to message. You can filter the list first — for example, only customers from one store, or only those who haven't visited in 3 months — and then select them all.
Step 2: Choose how to send
Use the buttons in the toolbar at the top of the list:
| Button | What it does | When you'll see it |
|---|---|---|
| Send SMS | Send an SMS using your own approved templates | Always |
| Send Built-in SMS | Send one of Invoay's ready-made promotional SMS | 🔑 Only if Built-in SMS is on for your account |
| Send WhatsApp | Send a WhatsApp message using your approved templates | Always — but you need an official WhatsApp Business (WABA) connection to send |
Send SMS
| Field | What it means |
|---|---|
| SMS Store | Which store's SMS balance to use. Your current balance is shown |
| Template | Choose one of your approved promotional templates |
| Subject | A name for this campaign, so you can find it in reports later |
| Message | The message, filled in from the template. {firstname} is replaced with each customer's first name |
| Characters (approx) / Approximate Credits | How long the message is and roughly how many SMS credits it will use |
| Scheduled Date / Time Slot | Send it later instead of right now |
| Unsubscribe (STOP SMS) | Add an unsubscribe option to the message |
| Referral link | Add the customer's referral link, so they can refer friends |
| Track revenue | See how much business this campaign brings back |
Click Send.
⚠️ India only: by TRAI rules, SMS templates must be approved on the DLT portal first. A template that isn't approved may fail to send.
Send Built-in SMS
Ready-made promotional messages that don't need your own DLT registration. Choose a template, fill in all the blanks, and click Send.
Send WhatsApp
- Choose the store — its WhatsApp balance is shown. Make sure it's enough for the number of customers you picked.
- Enter a Subject for the campaign.
- Choose one of your approved WhatsApp templates (and add a picture or video if the template needs one).
- Click Send.
{FirstName} in the template is replaced with each customer's first name.
If you see "You need to subscribe to WABA to use this feature", your account isn't connected to official WhatsApp Business yet. Contact Invoay Support to get set up.
Tips
- Keep an eye on your balance. You can check and recharge under Reports › WhatsApp / SMS.
- Customers who unsubscribed are marked in the customer list, and won't receive promotional messages.
- Personalise. Messages with the customer's name get noticeably better responses.