What this helps you do

Prefer WhatsApp for sending issued order-document PDFs to website customers who agreed to receive them there. This includes invoices, receipts, credit notes, debit notes, and other documents created for an order. If WhatsApp cannot be used, Upstorr tries email when the customer has a valid email address. If neither channel is available, download the PDF from the order and arrange another way to give it to the customer.

Before you start

Connect your WhatsApp account to Upstorr. Keep enough Upstorr WhatsApp credits available. Each document message uses the Utility credit rate for your store's current Starter, Flow, or Pro plan. The customer must opt in at checkout before automatic WhatsApp delivery can be used.

Steps

  1. Open Settings, then open Notifications.
  2. Find WhatsApp notifications.
  3. Select Set up WhatsApp. Upstorr creates the required message template and sends it to Meta for approval.
  4. Wait while the status says Under review. Meta review may take 24–48 hours, and Upstorr checks the result automatically.
  5. After approval, turn Send by WhatsApp on.
  6. Under Website orders, turn the option on if WhatsApp should be preferred for customers who opted in at checkout.
  7. Select Save at the top-right of Settings to save the WhatsApp notification switches.
  8. Select Customize. Upstorr opens the saved template on its own page. The preview changes as you edit the message, footer, or website button. The relevant order-document PDF is always attached. Select text in the Body to use its Bold, Italic, Strikethrough, Bulleted list, or Numbered list controls.
  9. Optionally add a footer of up to 60 characters.
  10. Optionally turn on Website button, then enter both the button text and full website URL.
  11. Select Send for review if you changed the message.

What happens next

A changed message goes back to Meta for review. WhatsApp delivery pauses while the new version is pending, and Upstorr tries email instead when a valid customer email is available. Once approved, WhatsApp delivery resumes automatically when the saved settings, customer opt-in, connection, and credit balance allow it.

Upstorr uses one reusable WhatsApp template for every supported order-document type. At delivery time, it fills in the customer's name, the document type, and the customer-facing order number. For example: Hi Asha, thank you for your order. Your Tax Invoice for order #1015 is attached to this message. The official invoice, receipt, credit-note, or debit-note number remains inside the attached PDF.

The attachment filename also uses the order number, such as tax-invoice-order-1015.pdf. When one action creates more than one document, Upstorr sends each PDF in a separate WhatsApp message using the same template.

If you use placeholders in the body, keep all three: {{customer_name}}, {{document_type}}, and {{order_number}}. Removing only some is rejected. You can instead write a message with no placeholders.

The message body can contain up to 1,024 characters, including formatting marks. Website button text can contain up to 25 characters.

If your approved template still contains Upstorr's original “invoice or receipt” wording, the editor stages the newer reusable order-document wording automatically. The preview uses example details so you can see how the variables will look. Select Send for review to submit that change; the approved message is not changed until you do.

You can also open Marketing, then WhatsApp templates, and select a template to view it. If you delete the template used for invoice and receipt notifications, Upstorr warns you first and turns those WhatsApp notifications off. Deleting any template also removes it from Meta and cannot be undone.

Common problems

  • WhatsApp settings say to connect first: connect WhatsApp before starting document setup.
  • Meta is reviewing the setup: review may take 24–48 hours. No action is required; Upstorr checks every 30 seconds while the page is open.
  • Meta needs a message change: open the template to see Meta's reason and Upstorr's checklist. Correct the message, then submit it again. If Meta did not provide a reason and rejects it again, check the template in WhatsApp Manager or contact Meta Support.
  • Delivery is unavailable: add WhatsApp credits when the balance is too low.
  • Upstorr cannot confirm whether Meta accepted the message: Upstorr allows 15 minutes for confirmation, then refunds the reserved WhatsApp credit and tries email when a valid address is available. This does not mean an accepted message is refunded simply because delivery takes more than 15 minutes.
  • Website button will not save: enter both its text and URL, or turn the button off.
  • A customer receives email instead: email is used when available if WhatsApp is unavailable, unapproved, not selected, or the customer did not opt in.