WhatsApp Notifications & AI Assistant Guide

Set up WhatsApp notifications and the AI Assistant to automate customer communication, boost delivery success, and never miss a sale

10 minintermediate

Overview

WhatsApp is the most popular messaging platform in Nigeria. By connecting your WhatsApp Business number to NovatraCloud you unlock two powerful capabilities that work side-by-side: 1. **WhatsApp Notifications** — Automatic outbound messages sent to customers, CSRs, delivery agents, and riders when orders are created, assigned, delivered, or fail. 2. **WhatsApp AI Assistant** — An intelligent chatbot that answers customer questions, handles enquiries, and even takes orders automatically, 24/7. This guide covers both features, how they differ, how they complement each other, and the full setup process from start to finish.

Why This Matters for Your Business

Connecting WhatsApp transforms your operations in several measurable ways:

WhatsApp Notifications — What They Do

WhatsApp Notifications are automated messages sent in response to events in your system. They are one-way announcements that keep everyone informed without manual effort.

aCustomer Notifications (charged against your quota): - Order Assigned: Customer receives the delivery agent's name and phone number so they can call if needed - Order Delivered: Customer is notified their order has been delivered successfully - Delivery Failed: Customer is informed if delivery was unsuccessful and given your business contact
bInternal Notifications (free, no quota usage): - CSR Assigned: CSR is notified when a new order is assigned to them - Delivery Agent Assigned: Agent receives order details, customer name, phone, and delivery address - Rider Assigned: Rider gets logistics delivery details with pickup and destination info

Prerequisites for WhatsApp Notifications

Before notifications can be sent, ALL of the following must be in place:

a1. WhatsApp Business API Connected — Your Meta Phone Number ID and Access Token must be saved in NovatraCloud. See [[Connect WhatsApp Business API]] for the full setup.
b2. WhatsApp Utility Credits — You need a positive balance of WhatsApp Utility Credits. Purchase credits in Settings → Notifications → WhatsApp credits. 1 credit = 1 customer-facing notification sent.
c3. Notifications Enabled (Master Toggle) — The 'Enable WhatsApp Notifications' switch in Settings → Notifications → WhatsApp must be turned ON.
d4. Individual Toggles Turned On — Each specific notification (Order Assigned, Order Delivered, etc.) has its own toggle that must be switched ON separately under Customer and Internal sections.
e5. Meta Templates Approved — Each notification uses a pre-approved Meta template (e.g., 'novatracloud_order_assigned_customer1'). Templates must be submitted and approved in Meta Business Manager before they can be sent. If you see a template as 'Pending' or 'Rejected', the notification will fail.

Step-by-Step: Enable WhatsApp Notifications

Follow these steps to get notifications working:

aStep 1: Follow the [[Connect WhatsApp Business API]] guide to connect your Meta WhatsApp Business Account
bStep 2: Go to Settings → Notifications → WhatsApp
cStep 3: Toggle the master switch 'Enable WhatsApp Notifications' to ON
dStep 4: Turn on the individual toggles for each notification you want (customer and/or internal)
eStep 5: Purchase WhatsApp Utility Credits if your balance is zero — click a credit tier and complete the Paystack payment
fStep 6: Verify your Meta templates are approved in Meta Business Manager. If not yet submitted, contact support for template submission.
gStep 7: Test by creating an order and assigning a delivery agent — the customer and agent should receive WhatsApp messages

WhatsApp AI Assistant — What It Does

While notifications are outbound messages your system sends, the AI Assistant is an inbound conversational agent that lives on your WhatsApp number.

aThe AI Assistant uses natural language processing to understand customer messages and respond intelligently. It can: - Answer questions about your products, prices, and availability - Browse your catalog and recommend products to customers - Place orders directly in your NovatraCloud system after confirming with the customer - Escalate to a human when it cannot handle a request - Work 24/7 — weekends, holidays, after hours
bKey Difference: Notifications are triggered by system events (order created, assigned, delivered) and push information outward. The AI Assistant waits for customers to message in and responds conversationally. They serve different purposes but work best together.

Prerequisites for WhatsApp AI Assistant

a1. WhatsApp Business API Connected — Same as notifications. You must have Meta credentials saved.
b2. Professional or Enterprise Plan — The AI Assistant requires a paid plan. Check your plan in Settings → Billing.
c3. AI Credits — The AI Assistant uses AI credits per interaction. You get monthly plan credits (100 for Professional, 250 for Enterprise) plus the option to buy prepaid credits that never expire.
d4. Greeting Message — Configure a friendly greeting that sets expectations for customers when they first message.

Step-by-Step: Enable WhatsApp AI Assistant

aStep 1: Go to Settings → WhatsApp AI Assistant
bStep 2: In the WhatsApp AI tab, toggle 'Enable WhatsApp AI Assistant' to ON
cStep 3: Write a Greeting Message — this is the first thing customers see (e.g., 'Hello! Welcome to [Store Name]. I can help you place an order. What would you like to order today?')
dStep 4: Configure business hours and escalation rules if needed
eStep 5: Click Save Settings
fStep 6: Send a test message to your WhatsApp Business number to verify the AI responds correctly
gStep 7: Monitor conversations from the WhatsApp AI sidebar menu — view active chats, conversion rates, and credits used

How Notifications and AI Work Together

When both features are enabled, your WhatsApp becomes a complete customer communication hub: **Example Flow:** 1. A customer messages your WhatsApp number at 10 PM on a Sunday 2. The **AI Assistant** greets them, helps them browse your catalog, and takes their order 3. The order is created in your system automatically 4. The next morning, a CSR is assigned to process the order 5. A **WhatsApp Notification** is sent to the CSR: 'New order assigned to you' 6. A delivery agent is assigned 7. A **WhatsApp Notification** is sent to the agent with the customer's details and address 8. A **WhatsApp Notification** is sent to the customer: 'Your order is on its way! Your delivery agent is John (08031234567)' 9. If delivery fails, the customer gets a notification with your business contact to call This entire cycle runs automatically — no manual phone calls, no missed updates, no gaps in communication.

Business Transformation Impact

Businesses that fully activate both WhatsApp Notifications and the AI Assistant typically see:

Understanding Credits (WhatsApp & AI)

NovatraCloud uses two separate credit systems for WhatsApp:

Troubleshooting Tips

aNotifications not sending? Check: (1) WhatsApp is connected, (2) Master toggle is ON, (3) Individual toggles are ON, (4) You have utility credits, (5) Meta templates are approved. See the [[WhatsApp Notifications Not Sending]] guide.
bAI Assistant not responding? Check: (1) AI Assistant is enabled in settings, (2) You have AI credits remaining, (3) The customer's number is in your service area.
cTest message failed? Use the test feature in Settings → WhatsApp AI Assistant to verify your credentials are valid.
dStill stuck? Use the in-app support chat (bottom-right corner of any page) to contact the NovatraCloud support team.

Frequently Asked Questions

What's the difference between WhatsApp Notifications and the AI Assistant?

Notifications are **automatic outbound messages** triggered by system events (order created, assigned, delivered). The AI Assistant is an **inbound conversational agent** that waits for customers to message in and can answer questions and place orders. They work together — notifications handle status updates, the AI handles conversations.

Do I need separate credits for notifications and AI?

Yes. WhatsApp Utility Credits power customer-facing notifications (1 per message). AI Credits power the AI Assistant interactions. Internal notifications to your team are free.

Does the AI Assistant actually place orders in my system?

Yes. After confirming details with the customer, the AI creates the order in NovatraCloud. You will see it appear in your Orders page just like any manually-created order.

Can customers speak to a human instead of the AI?

Yes. The AI can escalate to a human agent if it cannot handle a request. Configure escalation rules in WhatsApp AI settings.

What happens if I run out of utility credits?

Notifications will stop sending. The system logs the failure and resumes once you purchase more credits.

What if my Meta templates are rejected?

Contact NovatraCloud support. Templates must match the exact format NovatraCloud expects. We can resubmit or adjust the template content to meet Meta's requirements.

Can I use WhatsApp in Logistics mode too?

Yes. Logistics workspaces get internal notifications (Rider Assigned) and can also connect the AI Assistant if they switch to Ecommerce mode.

How does sharing the agent's phone number help delivery success?

Customers receive the agent's name and phone number via WhatsApp when an order is assigned. If they can't find the delivery location, they can call the agent directly instead of the order failing. This is one of the most effective ways to reduce failed deliveries.

Can my staff manage WhatsApp conversations from within NovatraCloud?

AI conversations are viewable from the WhatsApp AI sidebar menu. For direct human-to-customer WhatsApp replies, this feature is available through the WhatsApp Business API inbox.