# Automatic notifications

_The message templates the system sends via WhatsApp — which ones exist, when each one fires, how to turn them on/off and edit the text._

> **💡 Tip**
>
> Turn on **Confirmation** and **Reminder** to **reduce no-shows** — the owner remembers the appointment on their own. The owner's and pet's **birthday** notifications are a cheap way to build loyalty, and **Follow up** brings back anyone who went 15 days without a bath.

Under **Settings → Notifications** are the **Message templates**: the messages the system sends to the owner via **WhatsApp** (most of them automatically, some on demand). The templates come grouped into **categories** — Appointment, Birthday, Finance and Others — and each one is a **card**. Almost everything depends on the store having **WhatsApp connected** ([see what changes with the integration](/en/configuracao/integracoes/o-que-muda-com-a-integracao/)).

![Message templates screen with the notification cards grouped by category](https://help.tec.pet/_md-assets/notificacoes-automaticas__tela.png)

## Appointment

These are the messages tied to the [calendar](/en/operacao/agenda/entender-a-agenda/). Each has its own **trigger**:
- **New appointment** — when a service is scheduled in the system;
- **Appointment confirmation** — before the slot, asking the owner to confirm (the exact moment is configurable — see "The send moment");
- **Appointment reminder** — on the day of the service, a few hours before (only if the appointment was already confirmed);
- **Service finished** — right when the visit is completed ("come pick up your pet");
- **On receiving the pet** — when the pet checks into the establishment;
- **On delivering the pet** — when the pet is delivered or leaves for delivery;
- **Follow up** — 15 days after the last bath, offering a new service to whoever disappeared (not sent to plan/package holders).

## Birthday

Relationship messages, sent on the date:
- **Owner's birthday** — congratulates the owner on their birthday;
- **Pet's birthday** — congratulates on the pet's birthday (requires the **date of birth** to be filled in on the [pet's record](/en/operacao/clientes-e-pets/cadastrar-e-editar-pet/)).

For both, you choose the **time window** for sending.

## Finance

Messages tied to billing:
- **Send invoice to owner** — sends the [invoice](/en/operacao/financeiro/a-fatura-por-dentro/) link over WhatsApp; it is **on demand** (you trigger it from the invoice, it doesn't go out on its own);
- **Send multiple invoices to owner** — bundles several invoice links into one message, also on demand.
- **Send payment request via voucher** — this template only appears for stores on a **specific chain** that uses voucher payment; on most accounts it isn't even shown.

## Others

- **New owner registration** — a welcome message on the day the owner is registered;
- **Pet Care activity reminder** — warns, the day before, about vaccines, dewormers and other [Pet Care applications](/en/operacao/pet-care/aplicacoes-e-vacinas/);
- **Media delivery** — sends the owner a photo or video recorded in [Pet Care](/en/configuracao/pet-care/o-que-e-pet-care/); it is **on demand**.

## How the card shows the status

Each template's card shows an **Active** (green) or **Inactive** (gray) label — only active ones are sent. For **Appointment** templates, instead of a single label the card shows **one icon per segment** (Pet Shop, Clinic and Daycare/Hotel), because each can be on or off separately. **There is no switch on the card itself**: to turn on, turn off or edit, you **click the card** and open the editor.

## How to edit a template

Click the template's card to open the editor (**Edit notification template**). Inside it you have:
- **Notification active / inactive** — the **switch** that turns sending of that template on or off;
- **The message text** — a box where you write what the owner receives. To insert a value that changes on each send, type **@** and pick the keyword from the list (e.g. **Owner's name**, **Pet's name**, **Appointment date**, **Appointment time**, **Invoice link**, **Establishment name**). These markers show up highlighted and are swapped for the real value at send time;
- **Send moment** — shows when that template fires (see the next section);
- Some appointment templates also have extra settings, like **Pickup & Delivery** (send only to those who use the service) and **redirection buttons**.

At the end, click **Save**.

![Notifications screen — click a card to open the template editor](https://help.tec.pet/_md-assets/notificacoes-automaticas__tela.png)

## The send moment (lead time)

Each template fires on a **fixed trigger** (at scheduling, at delivery, on the birthday, on demand, etc.). For some — **Confirmation**, **Reminder**, **Follow up** and the two **Birthday** ones — you can **customize the send moment** (the time window and the lead time) inside the editor. This fine-tuning is a feature released by TecPet: if the option appears locked, the system shows a notice with a button to talk to **Sales** and request it.

## By segment (Pet Shop, Clinic, Daycare/Hotel)

If your store works with **more than one segment**, the **Appointment** notifications can be turned on/off and have **different texts per segment**. In the editor of these templates **tabs** appear (Pet Shop, Clinic, Daycare/Hotel): pick the segment's tab, adjust the switch and the text, then save. This lets you, for example, keep the reminder only for the Clinic, or use specific wording for the Daycare. The other categories (Birthday, Finance, Others) are not split by segment.

## When the store uses the official WhatsApp API (Meta)

If the store is on the **official Meta API**, each template needs a **Meta-approved template**. In that case the card shows the template's status: **Approved**, **Pending**, **Rejected** or **No Meta template** (when it hasn't been linked yet). Templates without an approved template can't be sent — choose/link the approved template inside the editor before relying on the send.

> **⚠️ Heads up**
>
> Most notifications go out via **WhatsApp**, so the store must have **WhatsApp connected** for them to arrive. **Send invoice** and **Media delivery** are **on demand** — they don't go out on their own: you trigger them, from the invoice or from Pet Care.

> **🚫 Caution**
>
> When you change a template's **text**, keep the **keywords** (the highlighted markers, like the owner's name and the date) — deleting one makes the message arrive incomplete, without the real value in its place.

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_feature: notificacoes · atualizado em 2026-06-11 · fonte: https://help.tec.pet/en/configuracao/geral/notificacoes-automaticas/ — TecPet Central de Ajuda_