Automatically update customers by email, WhatsApp, SMS or Telegram every time a repair status changes, with a customizable message per channel, no manual calls needed.
Fixh IT automatically alerts the customer every time their repair status changes, from intake to pickup, using up to four different channels: email, WhatsApp, SMS and Telegram. No extra manual action is required: just update the ticket status in the Lab and the system generates and sends the message configured for that status, as expected from advanced repair shop software built for high-volume smartphone and PC repair centers.
Why it matters for a repair shop
In the day-to-day running of a repair lab, the most frequent question at the counter or on the phone is "how is my repair going?". Every such call interrupts the repair technician's work and takes away time that could go into fault diagnosis or parts replacement. Automating customer updates drastically cuts these interruptions: the customer gets a message every time the ticket changes status and can always check on the repair without contacting the shop. For a repair shop with a high volume of repairs, this means less time on the phone and more time on actual technical work, plus a more professional image in the customer's eyes.
In practice
Every repair status configured under Administration > Repair statuses (e.g. "In progress", "Waiting for parts", "Ready for pickup") has four independent switches that turn the notification on or off per channel: email, WhatsApp, SMS and Telegram. The message text is written once per status and is then used across all channels enabled for that status, with dynamic placeholders that the system automatically replaces: customer name, device, reported fault, quote price, amount already paid, remaining balance, the repair's public link and the expected due date.
Each channel works slightly differently. Email is sent fully automatically by the system, with a branded template that includes the company logo and is translated into the customer's language (or the company's language if the customer has none set), so a foreign customer gets the update in their own language even if the shop works in another one. For WhatsApp, the system generates a direct link (wa.me) already pre-filled with the ready message: one click opens it and sends it from the staff member's own WhatsApp Business, with no complex integration to set up. SMS is genuinely sent through the built-in SMS gateway, with a credit-based cost deducted from the company's credit balance on every send. Telegram works through the company bot linked to the customer: if the customer has already started a conversation with the company's Fixh IT bot, the message lands directly in that chat, otherwise the send is skipped.
Every notification sent, on any channel, stays recorded in a searchable history per repair, with recipient, outcome (sent or failed) and any error message: useful to verify whether a customer actually received the update in case of a dispute.
Quick guide
- Go to Administration > Repair statuses and open the status you want to configure (or create a new one).
- Write the message text to send, using the available placeholders to personalize customer name, device, price and repair link.
- Enable the switches for the channels you want to use on that status: email, WhatsApp, SMS, Telegram.
- Save the status: from this point every repair reaching that status will automatically trigger the configured notifications.
- Open a repair in the Lab section and make sure a valid customer email and phone are on file.
- Update the repair status from the status dropdown: the system immediately sends notifications on the enabled channels.
- If you enabled WhatsApp, click the generated link to open the pre-filled message and send it with a tap.
Real use cases
An Italian customer leaves a PC for a motherboard fault, while a foreign customer passing through leaves their smartphone for a screen replacement: when both repairs move to "Ready for pickup", the first receives an email in Italian, the second automatically receives it in their own language, both without staff doing anything different.
A shop configures the "Waiting for parts" status with notifications only by email and Telegram (not SMS, to control costs), while reserving SMS for the final "Ready for pickup" status, the one the customer must reliably see even if they rarely check their email.
A technician working on a complex repair updates the status to "Advanced diagnostics in progress": the customer immediately gets a WhatsApp message explaining the type of check underway, easing the anxiety of someone waiting for news about their device.
Tips and best practices
Write short, clear messages for every status, avoiding technical jargon the customer might not understand. Use the public repair link placeholder in every message, so the customer can always dig into the details themselves without calling back. Reserve SMS, which has a cost, for truly critical statuses (e.g. repair ready), and use email and Telegram, which are free, for the intermediate updates.
Common mistakes to avoid
Do not forget to always collect a valid email or phone number when accepting the device: without a valid contact no notification can go out, whatever channel is enabled on the status. Do not leave a status's message text empty: if there is no message configured, the notification is not generated even if the channel switch is on. Be careful not to enable SMS on too many intermediate statuses if you do not want to burn through the company's SMS credit balance quickly.
Frequently asked questions
Can I customize the notification text for each status? Yes, every repair status has its own notification text with dynamic placeholders, used across all channels enabled for that status.
Are WhatsApp notifications sent fully automatically with no human action? No: the system prepares a link with the ready message, but staff need to open it and send it with one click from their own WhatsApp, since automatic API sending is not used for this channel.
Do SMS messages cost anything? Yes, every SMS sent is deducted from the company's SMS credit balance: it's best to reserve it for the more important statuses.
How does the Telegram notification work? It is sent through the company bot linked to the customer: if the customer has never started a conversation with the bot, sending on this channel is skipped.
What happens if the customer has no email on file? The email notification is not sent: always make sure to collect a valid contact (email and/or phone) when accepting the repair.
Can I see if a notification was actually sent? Yes, every send is logged in a history with channel, recipient and outcome, which you can check to verify whether a message arrived or failed.
