Step-by-Step Guide

How Do My Customers Get Notified?

This guide explains which settings control the WhatsApp, SMS and email messages sent to your customers. It helps you check your settings step by step and find the reason when a message isn't delivered.

Choose your default channel first

When you choose SMS or WhatsApp in the “Default notification channel”, your customer messages are sent on that channel and the SMS/WhatsApp channels of all saved modules (reservations, appointments, tasks, gallery and finance) are set to match. The channel you didn't choose is switched off: if the default is SMS, no WhatsApp messages go to your customers.

Which settings control notifications?

Plan: sending WhatsApp and SMS to customers requires the Plus or Pro plan (including the trial). These channels aren't available on the free plan.
Credits or your own line: every WhatsApp and SMS message sent from the Ajandam line uses your credits; messages sent from your own WhatsApp or SMS line don't. Email is free.
“Notification management” settings: the “Default notification channel”, which decides the channel for customer messages, and which reminders each module sends.
Switches on the reservation: “WhatsApp consent”, “SMS consent” and “Don't notify this customer”.
Customer details: a saved, correct mobile number (SMS only goes to Turkish mobile numbers) and the customer not having turned notifications off.

The default notification channel

1In Settings, tap “Go to notification management” and switch to the “Settings” tab. “Notification management” in the profile menu at the top right opens the same screen.
2The “Default notification channel” section at the top has four switches: “Push to business”, “Email to customer”, “SMS to customer” and “WhatsApp to customer”.
3Choose whether to reach your customers by SMS or by WhatsApp. “SMS to customer” and “WhatsApp to customer” exclude each other: turning one on turns the other off.
4Changes are saved automatically. The saved choice becomes the channel your customer messages are sent on and is applied to the SMS/WhatsApp channels of all saved modules. If you see “NO CREDITS” under a switch, your Ajandam credits for that channel have run out.

Note: The channel you didn't choose is switched off: with SMS as the default, no WhatsApp messages go to your customers; with WhatsApp as the default, no SMS. Your choice doesn't change on its own when your credits change (for example, when you buy new credits).

Module settings: which reminders are sent?

1In the same “Settings” tab, tap the module's card in the “Modules” section (e.g. “Reservations”). The bell icon on the Reservations page (“Notification settings”) opens the same panel.
2In the “Channels” section, SMS and WhatsApp follow your “Default notification channel”. You can change a module's channel here separately; doing so doesn't change the default channel.
3In the “Events” section, turn “Reminder 48 hours before”, “Reminder 24 hours before” and “Reminder 2 hours before” on or off as you need.
4Check the module's channels in the “Active: …” line under the card. Do the same check in the other modules you use, such as “Appointments”.

There's no separate SMS or WhatsApp choice per event; the channel is chosen per module, and events are only turned on or off.
The gallery's notification channel is chosen per gallery, under “Customer notification” > “AUTOMATIC NOTIFICATION” in the gallery details; on the waiting list, each entry has its own “Notification channel”.

Note: When you save the default channel again, the SMS/WhatsApp channels of all saved modules are set to match it again; a channel change you made separately in a module goes back to the default.

Consents in the reservation form

The new reservation form has “WhatsApp consent” and “SMS consent” switches. They start out according to your plan, your credits (or your own line) and your notification settings; you can change them for each reservation.
These switches show whether you allow WhatsApp and SMS messages to that reservation's customer. If a customer didn't get a message, check these switches first.
Reminders are scheduled according to the events turned on in the “Reservations” module: the 48- and 24-hour reminders go out at 8:00 in the morning of the respective day, and the 2-hour reminder 2 hours before the appointment.
If “Don't notify this customer” is on, the customer receives no notifications for that reservation.
If the customer's phone is saved with a country code other than +90, “SMS consent” turns off automatically; SMS can't be sent to international numbers, but WhatsApp and email keep working.

Tip: You can see scheduled reminders in “Notification management” > “Scheduled”; if a reservation's reminder isn't there, check its consents.

How are credits used?

Every informational WhatsApp message sent from the Ajandam line uses 1 credit; for SMS, each segment is 1 credit. Messages with Turkish characters and long messages are split into more segments.
Campaign (marketing) messages use the same credits with a multiplier; the current multipliers are on the purchase page.
Credits never expire.
Your remaining credits appear in the top bar of the “Notification management” screen; on a phone, the credit indicator in the “All” menu opens the “My subscription & credits” screen.
When credits run out, the message isn't sent; it appears in “History” with the “Failed” status and the reason “Yetersiz kontör” (insufficient credits), and you also get a warning notification.

When your own line is connected

Messages sent from your own SMS or WhatsApp line don't use your Ajandam credits; your SMS provider (for SMS) or Meta (for WhatsApp) charges you directly.
Reminder SMS are also sent from your own SMS line. Automatic WhatsApp reminders, however, are still sent from the Ajandam line for now and use your credits.
When you connect a NetGSM line, the connection test compares the sender name you enter with the sender names defined on your account. If it isn't defined, the line isn't connected and your defined sender names are listed; enter one of them exactly as written and try again. Sender names are at most 11 characters.
If there's a problem with your own line (e.g. an undefined sender name or your provider balance running out), the message doesn't switch to the Ajandam line and can't be sent; you can see the reason in “History” and in the reservation's “Message history” card.
For SMS sent from your own line, no delivery information is shown; the status stays “Sent”.

Guide: connect your own SMS line Guide: connect your WhatsApp Business line

Why wasn't my message sent? Checklist

If a customer didn't receive a message, check these in order:

1Are you on the Plus or Pro plan (including the trial)?
2Is the channel you want to use selected in the “Default notification channel”? SMS and WhatsApp exclude each other: with SMS as the default, WhatsApp sending is off; with WhatsApp as the default, SMS sending is off.
3Are reminders turned on in the relevant module (e.g. “Reservations”)? On the reservation, is “WhatsApp consent” or “SMS consent” on, and “Don't notify this customer” off?
4Do you have credits? Messages sent from the Ajandam line (including automatic WhatsApp reminders) need credits; once your credits run out, these messages aren't sent. You can see your remaining credits in the top bar of the “Notification management” screen.
5If your own SMS line is connected, is your sender name defined with your provider and entered in Ajandam exactly as written? For NetGSM, the connection test lists your defined sender names.
6Does the customer's record have a correct mobile number? SMS only goes to Turkish mobile numbers.
7The customer may have turned off notifications on that channel themselves (e.g. by writing “DUR” on WhatsApp); in that case no messages go out on that channel.
8Create a test reservation with your own number, then check the message's status and the reason on its row in “Notification management” > “History”.

Statuses and reasons in “History”

The result of every message appears in “Notification management” > “History” with its channel, status and reason. You can also see the latest messages on the “Message history” card inside the reservation and send them again with “Resend message”.

“Not sent”: the message was never attempted on that channel; the row shows why.
“İşletme ayarlarında SMS bildirimleri kapalı” (SMS notifications are turned off in your business settings; the same exists for WhatsApp): sending on this channel is off because it isn't your default channel. If you want to send on this channel, choose it in the “Default notification channel”.
“Müşteri SMS bildirimlerini kapatmış” (the customer turned off SMS notifications; the same exists for WhatsApp and email): the customer turned notifications off themselves (e.g. by sending “DUR” on WhatsApp). Only the customer can turn them back on.
“Müşterinin telefon numarası kayıtlı değil” (no phone number saved): add a phone number to the customer's record.
“Yurtdışı veya geçersiz numara — SMS denenmedi” (international or invalid number — SMS not attempted): check the number; use WhatsApp or email for international numbers.
“Yetersiz kontör” (insufficient credits), or “SMS kontörü yok” (no SMS credits) for reminders: your Ajandam credits have run out; buy credits. If your own SMS line is connected, reminder SMS go out from that line and don't need Ajandam credits.
“WhatsApp şablonu … Meta onayında” (the WhatsApp template is awaiting Meta approval): this message type's WhatsApp template isn't approved yet; until it is, this message isn't sent on WhatsApp.
“Failed”: the message was attempted, but the provider or Meta didn't accept it; the row shows why.
Reasons are always shown in Turkish, whatever language you use the panel in.

Tip: If a message reaches the customer on no channel at all, you get a notification saying the message couldn't be sent. Tap it, and in the window that opens choose WhatsApp, SMS or email under “Send through another channel” to send it again; resending uses credits as usual.

Frequently Asked Questions

I changed the default channel — do the modules change too?

Yes. When the default channel is saved, the SMS/WhatsApp channels of all saved modules are set to match it. If you later change a module's channel separately, the default channel doesn't change.

Does the customer also get an email?

If the customer has a saved email address and email notifications aren't turned off, reservation messages are also sent by email. Email is free and uses no credits.

My own line is connected — are credits used?

Messages sent from your own line, including reminder SMS, don't use Ajandam credits. Automatic WhatsApp reminders, however, are still sent from the Ajandam line for now and use credits. If you're not sure about your connection, test your line again under “Connect your own line”.

Can I resend a message?

Yes. Use “Resend message” on the reservation's “Message history” card, or tap the “couldn't be sent” notification and choose a channel. Resending uses credits as usual.

Do the same settings apply to appointments?

Yes. Your “Default notification channel” choice also applies to the “Appointments” module. With the “WhatsApp notification consent” and “SMS notification consent” switches in the quick appointment form, you choose for each appointment whether you allow these messages.

Check your settings now

In the panel, go to Settings and tap “Go to notification management”; check the “Default notification channel” and your modules in the order shown in this guide.

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