---
title: 'Customer communication'
description: 'Email and WhatsApp your customers from Repender with templates, and send emails automatically.'
url: 'https://repender.nl/docs/customer-communication'
last_updated: '2026-11-10'
---

> Docs index: https://repender.nl/docs/llms.txt · MCP: https://repender.nl/docs/mcp · Skill: https://repender.nl/docs/skill.md

# Customer communication

Repender can email and WhatsApp your customers about their repairs and orders. Write a message once as a template, then send it from a repair, an order or a sale with one click. All settings are under **Settings**, then **Communication**.

Every shop starts with ready-made email and WhatsApp templates, such as a "ready for pickup" message, and every plan can send them. Writing and changing your own templates, and automations, are part of the Plus and Pro plans.

## Email templates

Open **Email**, then [New mail template](https://repender.nl/dashboard/mail-templates/create). Choose what the template applies to (a repair, an order or a sale), and write a subject and a message. Add attachments if you need them.

Use **placeholders** for details that change per customer, such as the customer's name or the repair number. The preview shows how the email will look. With more than one shop, choose under **Visible for shops** where the template can be used.

Every shop also has a **payment reminder** template, which Repender uses when you [send a payment reminder](https://repender.nl/docs/pos-and-sales.md#payment-reminders) for an overdue sale. You can change its subject and message, but you cannot delete it or use it in an automation.

## WhatsApp templates

Open **WhatsApp**, then [New Whatsapp template](https://repender.nl/dashboard/message-templates/create), and write the message for repairs or orders. Placeholders work the same as in email templates.

When you send a WhatsApp template from a repair or an order, Repender opens WhatsApp with the message ready to send to the customer's phone number. You send it yourself from WhatsApp.

### Good to know about WhatsApp

- **Repender only prepares the message.** WhatsApp sends it, from the WhatsApp account that is logged in on that computer or phone. That is not a separate Repender number.
- **Repender does not see what happens next.** There is no delivery status or read receipt. The activity log of the repair or order only records that you opened WhatsApp with that template. If a customer says they did not get a message, check in WhatsApp whether it was sent.
- **The customer needs WhatsApp** on the phone number you send it to.
- **Did you open WhatsApp but not send the message?** Then the activity log would say you did. Delete the entry from the [activity log](https://repender.nl/docs/repairs.md#activity-log) within two minutes. Only the person who opened WhatsApp can delete it, and only within those two minutes.

## Automations

Automations send an email template for you. Open **Automations**, then [New automation](https://repender.nl/dashboard/notification-automations/create), and choose a trigger:

- **When the status changes to**: send when a repair or order reaches a status, right away or a number of hours or days later.
- **When the appointment is coming up**: send a set time before the appointment, or on the day itself at a time you choose.

Planned emails show in the [activity log](https://repender.nl/docs/repairs.md#activity-log) of the repair or order until they are sent, and you can cancel them there. Turn an automation off with **Active** to pause it.

When the status changes again before a planned email is sent, Repender replaces the planned emails based on the new status. Emails do not pile up, so a repair that moves through several statuses quickly does not send a burst of emails. Only the automations that match its current status are planned.

## Documents

Open [Documents](https://repender.nl/dashboard/document-settings/edit) to set the footer and options for your quotation, work order, receipt and proof of delivery. Your logo comes from your [shop details](https://repender.nl/docs/getting-started.md).