WhatsApp Notification Best Practices

3 min readPublished May 24, 2026

Always Get Customer Opt-In First

WhatsApp Business Policy requires customer consent before sending messages. In Fixmo, the 'Has WhatsApp' flag on the customer record is your consent record. Enable it only when the customer has given permission.

  • Ask verbally when collecting the customer's number at intake: 'Can we send you WhatsApp updates about your repair?'
  • For existing customers, ask before enabling the flag on their record
  • Keep a record of consent (the customer record in Fixmo serves this purpose)
  • Customers can ask to be removed — uncheck Has WhatsApp on their record

Recommended Toggles to Enable

Not every toggle needs to be on. These are the highest-value notifications that customers appreciate:

  • Received — confirms you have the device, sets expectations
  • Ready for Pickup — the most important notification: customers act on this immediately
  • Delivered — closes the loop and invites a review
  • Invoice Sent — customers can view and pay digitally
  • Payment Reminder — reduces overdue balances without awkward phone calls
Tip

Avoid enabling every toggle. Customers who receive 6 messages per repair become annoyed and may block your number, which damages your WhatsApp quality rating.

Protecting Your Quality Rating

Meta assigns a quality rating (Green/Yellow/Red) to each phone number. A Red rating limits your messaging volume. To stay Green:

  • Only send messages customers expect and find useful
  • Never send spam or promotional blasts
  • Keep opt-outs respected — uncheck Has WhatsApp immediately if a customer asks
  • Monitor your quality rating in Meta Business Manager > WhatsApp Manager

Understanding Meta Billing

Meta bills per conversation, not per message. Key things to know:

  • Utility conversations (repair updates, invoices) cost ~$0.014 per 24h window in LK
  • Service conversations (customer replies to your number) are free for the first 1,000 per month
  • Billing is monthly — Meta charges the card on your Meta Business account
  • View your conversation usage in Meta Business Manager > WhatsApp Manager > Insights
  • Fixmo does not add any markup on Meta's charges

Frequently Asked Questions

How much does WhatsApp cost through Fixmo?+
Fixmo does not charge extra for WhatsApp — it is included in your PRO or BUSINESS plan. However, Meta charges your shop directly for outbound WhatsApp conversations. Pricing varies by country: in Sri Lanka it is approximately $0.014 per utility conversation and $0.027 per marketing conversation. Meta bills monthly to the credit card on your Meta Business account.
What is a WhatsApp conversation?+
Meta bills per 24-hour conversation window, not per message. If you send 5 status updates to the same customer within 24 hours, that is 1 conversation, not 5. A new 24-hour window starts after the first message in each session.

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