How to Enable and Customize Message Delivery via WhatsApp or SMS

Releasit now lets you decide how your store communicates with customers: via WhatsApp, SMS, or both. You can choose your preferred channel and set fallback rules to make sure every message reaches your customer.

Follow this guide to enable and customize your messaging preferences.

Step 1 – Open your App

• Go to Settings & Integrations section

Step 2 - Click on General and scroll down to the Messaging Channel Preferences

Step 3 - Select you Messaging Channel of Preference

Step 4 – Activate OTP and Enable Abandoned Carts

For your customers to receive confirmation messages, it is necessary to activate these functions within the application.

• Activate OTP (One-Time Passwords):

Go to the Fraud Prevention section and, under User Verification, enable the option to send verification codes to your customers via WhatsApp or SMS. This ensures that the validation is carried out quickly and reliably.

• Enable Abandoned Carts:

Go to the Sales Booster section and, under Abandoned Cart, enable the Abandoned Payments feature so that customers who left products without completing their purchase receive automatic reminders. You can choose the delivery channel: WhatsApp, SMS, or fallback (WhatsApp with SMS backup).

Step 5 - Configure your SMS/ Whatsaap messages

• Go to the Delivery Success section and click on SMS/WhatsApp

• Here you will find everything you need to know about how SMS/Whatsaap works

Step 6 - Scroll down and enable/disable your SMS automations

Frequently Asked Questions

1. What functionalities are covered by the new SMS/WhatsApp messaging?

The update integrates three main flows:

• OTP (One-Time Passwords): instant verification codes to validate identity or payments.
• Abandoned Carts: automatic reminders to recover sales from customers who didn’t complete their purchase.
• Order Updates: order confirmation, shipping notification, and out-for-delivery alert.

2. What channels can I use to send these messages?

You have three sending options:

• WhatsApp only
• SMS only
• WhatsApp with fallback to SMS (the system first tries WhatsApp, and if it fails, it automatically resends via SMS).

3. What exactly does “fallback” mean?

Fallback is a backup system. If a message cannot be delivered via WhatsApp, it is automatically sent via SMS.

Important: fallback only works from WhatsApp to SMS, never the other way around.

4. How do I configure each flow?

In the app, each flow has its own section inside the Balance component:

• OTP: in Fraud Prevention → User Verification.
• Abandoned Carts: in Sales Booster → Abandoned Cart.
• Order Updates: in Delivery Success (SMS/WhatsApp).

5. What is the fallback wait time?

• OTP: 30 seconds (minimum required for Telesign integration).
• Abandoned Carts and Order Updates: 5 minutes before resending via SMS.

Need Help?

If you have any questions or problems with the feature don't hesitate and contact us!

Updated on: 22/09/2025