WhatsApp

The WhatsApp integration lets you send automatic notifications, payment reminders, and chat with your customers directly from SawaSuite.

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Overview

SawaSuite integrates WhatsApp natively with 4 main features:

Feature	Description
Inbox	Receive and reply to customer messages
Templates	Create reusable customised messages
Automations	Send messages automatically on events
Notifications	Send manual notifications with tracking

Quotas by plan

Plan	WhatsApp messages / month
Starter	200
Professional	500
Business	Unlimited

Essential messages

Payment and security messages do not count towards the quota and are always sent.

1. Inbox

The WhatsApp inbox displays all conversations with your customers.

Features

• Conversation list — Sorted by latest message, with preview and unread counter
• Message thread — Full exchange history with a customer
• Quick replies — Pre-saved messages for fast responses (e.g., "Thank you, your order is being prepared")
• Message status — Sent, delivered, read, error

Send a message

1. Open an existing conversation or click New Message
2. Enter the customer's WhatsApp number (international format: +237 6XX XXX XXX)
3. Type your message or select a quick reply
4. Send

Auto-replies

SawaSuite can automatically reply to messages received outside business hours:

• Business hours — Set in WhatsApp settings (default 8am–6pm)
• Business days — Monday to Saturday by default
• Cooldown — Only one auto-reply per contact every 24 hours

2. Message Templates

Templates are pre-formatted messages with dynamic variables.

Create a template

1. Go to the Templates tab
2. Click + New Template
3. Fill in:
   • Name — Internal name (e.g., "invoice_reminder")
   • Category — Marketing, Utility, Authentication, or Support
   • Language — Français or English
   • Message body — The text with variables in double curly braces

Available variables

Use variables in your templates to personalise messages:

Hello {{ customer_name }},

Your invoice {{ invoice_number }} for {{ amount }} {{ currency }}
is due on {{ due_date }}.

Please proceed with the payment.

{{ company_name }}

Common variables:

• — Customer name
• — Invoice number
• — Amount
• — Currency (XAF, XOF, etc.)
• — Due date
• — Your company name

3. Automations

Automations send WhatsApp messages automatically when an event occurs.

Trigger events

Event	Description
order_confirmed	A sales order is confirmed
invoice_sent	An invoice is submitted
payment_due	An invoice is approaching its due date
payment_received	A payment is recorded
delivery_dispatched	A delivery is dispatched
delivery_completed	A delivery is completed

Create an automation

1. Go to the Automations tab
2. Click + New Rule
3. Select:
   • Trigger event — e.g., payment_received
   • Template — The message template to send
   • Delay — 0 for immediate, or number of minutes to wait
4. Enable the rule

TIP

Start by enabling automations for invoice_sent and payment_received — these are the most useful for most businesses.

4. Payment Reminders

SawaSuite includes a 5-level payment reminder system to automatically follow up with customers:

Reminder levels

Level	Timing	Type
Pre-due 1	7 days before due date	Friendly reminder
Pre-due 2	1 day before due date	Urgent reminder
Overdue level 1	3 days after due date	First follow-up
Overdue level 2	7 days after due date	Second follow-up
Overdue level 3	14 days after due date	Final follow-up

Enable reminders

1. Go to WhatsApp Settings
2. Enable Payment Reminders
3. Configure the thresholds (days before/after due date)
4. Reminders are sent automatically every day at the configured time

INFO

Pre-due reminders are disabled by default. Enable them in settings if you want to remind customers before the due date.

5. WhatsApp Settings

To configure WhatsApp, access the settings from the workspace:

• Provider — Twilio (default) or Meta Cloud API
• WhatsApp Number — The number messages are sent from
• Display Name — The name shown in messages
• Footer Text — Signature at the bottom of each message
• Timezone — For business hours and reminder scheduling
• Business Hours — Start and end of business hours

Related topics

1. Debt Book
2. Sales and Invoicing
3. First Invoice