> ## Documentation Index > Fetch the complete documentation index at: https://docs.tryoto.com/llms.txt > Use this file to discover all available pages before exploring further. # Customer Notification > Keep customers informed from order to delivery by SMS, email and WhatsApp, with branded pages where they confirm the order, address and delivery slot. > [!NOTE] > > **Where to find it:** Settings → Customer Notifs — [Open in OTO ↗](https://app.tryoto.com/customizable-pages) Between the moment an order is placed and the moment it arrives, the customer knows nothing unless you tell them. This module is everything you tell them — and, more usefully, everything you let them tell you back. ## The problem it solves *Where is my order?* is the most expensive question in e-commerce. Every time it goes unanswered it becomes a support ticket, and the ticket costs more than the margin on the order. Every time it is answered badly — a carrier’s tracking page in a foreign layout, a link that dead-ends — it costs the same and the customer remembers the carrier’s brand rather than yours. There is a second, larger cost hiding behind the first. A failed delivery is usually a data problem that nobody asked about: the address was incomplete, the customer was at work, the phone number was wrong. The information needed to prevent it existed — in the customer’s head — and nothing ever asked for it. ## Notifications that ask rather than tell The shape of this module is the same every time: an **event** triggers a **message** on a channel, the message carries a **link**, and the link opens a **branded page** where the customer can *do something*. What they do comes back into your operation as data. ![An event triggers a message on SMS, WhatsApp or email, which links to a branded page where the customer acts, and the action returns to operations](https://mintcdn.com/oto/i18iHWUj0UsU2Wev/images/diagram-cn-overview-light.png?fit=max\&auto=format\&n=i18iHWUj0UsU2Wev\&q=85\&s=33005fed087e680e9d5ad68f030b28ff) Every notification type follows this path. What differs is the event that starts it and what the page lets the customer do. > [!TIP] > > **This is why it belongs to operations, not marketing** > > A tracking page that only tells is a nicety. A page that lets the customer fix their address before dispatch, choose a slot they will be home for, or confirm a cash order they actually meant to place, removes the failure before it costs anything. > > The saving is not on the notification — it is on the redelivery, the return, the support call and the cancelled cash order that would otherwise have travelled to the door and back. ## Where it lives | Screen | Path | What it holds | | - | - | - | | **Customizable Pages** | **Settings → Customer Notifs → Customizable Pages** | The seven branded pages, one tab each, with a live preview and a publish state. | | **SMS** | **Settings → Customer Notifs → SMS** | **SMS Settings · SMS Providers · Connected SMS Providers**. | | **Email** | **Settings → Customer Notifs → Email** | **Email Settings** and **Email Accounts**. | | **Whatsapp** | **Settings → Customer Notifs → Whatsapp** | **Whatsapp Settings** and **Whatsapp Templates**, plus connections. | | **Brands** | **Settings → Account → Brands** | Logos and colors. Every page and message draws its identity from here. | | **Notification Logs** | **Settings → Logs → Notification Logs** | **SMS Logs** and **Email Logs** — what was sent, to whom, and what the provider said. | | **Notify** | **Shipping → Shipments → Notify** | Sending one of these by hand, for a specific order. | ![The Customizable Pages screen](https://mintcdn.com/oto/YkJay8Y-1RDv8ciw/images/cn-1-pages.png?fit=max\&auto=format\&n=YkJay8Y-1RDv8ciw\&q=85\&s=6f9365aed91c9c0eba969fb9769e743b) Fig. 1 — Seven tabs, one per page the customer might open. Each is configured, previewed and published on its own. ## Who runs it | Role | What they do here | | - | - | | **Customer experience / CRM** | Owns what the customer sees — page design, message wording, which events are worth a message at all. | | **Brand or marketing** | Logos, colors, and the advertising space on pages a customer opens several times per order. | | **Operations** | Cares about the pages that change outcomes: address verification, slot selection, COD confirmation. | | **Support** | Sends notifications by hand for the orders that need one, and reads the logs when a customer says nothing arrived. | ## Functions in this module > **[Branded pages](https://docs.tryoto.com/modules/customer-notification/branded-pages.md)** > > *10 features* > **[SMS](https://docs.tryoto.com/modules/customer-notification/sms.md)** > > *5 features* > **[Email](https://docs.tryoto.com/modules/customer-notification/email.md)** > > *2 features* > **[WhatsApp](https://docs.tryoto.com/modules/customer-notification/whatsapp.md)** > > *1 feature* > **[Custom workflows](https://docs.tryoto.com/modules/customer-notification/custom-workflows.md)** > > *1 feature* ## What it connects to * [Pre-fulfillment checks](https://docs.tryoto.com/modules/omnichannel-oms/prefulfillment.md) — the COD confirmation and address checks that use these pages. * [Delivery](https://docs.tryoto.com/modules/oto-flex/delivery.md) — the live tracking page a driver’s progress feeds. * [Return Management](https://docs.tryoto.com/modules/return-management/overview.md) — the return portal is a branded page of the same family. * [Shipping & tracking](https://docs.tryoto.com/modules/shipping-management/shipping-and-tracking.md) — where Notify is used. ## At a glance | Function | Features | | - | - | | **[Branded pages](https://docs.tryoto.com/modules/customer-notification/branded-pages.md)** | 10 | | **[SMS](https://docs.tryoto.com/modules/customer-notification/sms.md)** | 5 | | **[Email](https://docs.tryoto.com/modules/customer-notification/email.md)** | 2 | | **[WhatsApp](https://docs.tryoto.com/modules/customer-notification/whatsapp.md)** | 1 | | **[Custom workflows](https://docs.tryoto.com/modules/customer-notification/custom-workflows.md)** | 1 | ## Related topics - [REST API reference](https://docs.tryoto.com/developers/rest-api-reference.md) - [Collaboration & notifications](https://docs.tryoto.com/platform/collaboration-and-notifications.md) - [WhatsApp notifications](https://docs.tryoto.com/modules/customer-notification/whatsapp.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.