Why can I not switch a notification off?

If the row carries a Required badge it cannot be disabled. Messages about an order being confirmed, a payment request or account security are things a customer must know; switching them off would leave them unaware of their own order.

Why are the boxes in the SMS column greyed out?

SMS is not active for your store. The panel says so above the row and gives you a setup link. The moment the channel is set up, that column's boxes become available.

Can I send promotions with the consent prompt off?

Marketing notifications depend on customer consent. Without the prompt you collect no consent, so you never build an audience for promotions and newsletters. Required transactional notifications continue regardless.

What does 'not available on this channel' mean?

That notification type is technically unsupported on that channel, even if you have the channel set up. A notification that must carry a document attachment, for instance, cannot go out on a channel that carries no attachments.

How to configure notifications

Decide which notification goes out on which channel — email, SMS, WhatsApp or app — in one table, and understand the required ones and the inactive channels.

4 min readLast updated: 2026-09-01

Every notification your customer might receive and every channel you can send on meet in a single table. The rows are notification types — order updates, booking reminders, promotions — and the columns are the channels: E-mail, App notification, SMS and WhatsApp. Tick the cell where they cross and that notification goes out on that channel.

Before you start

A panel account that can see the settings
The channels you want to use already set up (SMS, WhatsApp and so on)
A decision about which notifications are genuinely necessary

Steps

Screens are illustrative; the data in your own panel will differ.

Step 1: Open the table and learn the groups
The Notification Settings screen gathers notifications into four groups: Orders, Bookings, Engagement and Marketing. The Notification column names each row and describes it briefly, and the remaining columns are the channels. One glance tells you which customer message travels which way.
Notification Settings
Notification E-mail App notification SMS WhatsApp
Order updates ✓ ✓ ✓ —
Booking reminders ✓ ✓ — ✓
Promotions ✓ — — —
OrdersBookingsEngagementMarketing
Notification Settings — example view from the panel
Step 2: Recognise the required notifications
Some rows carry a Required badge and cannot be switched off. These are the things a customer has to know — an order being confirmed, a payment request, account security. Everything in the Marketing group, by contrast, is entirely your choice and depends on the customer's consent as well.
Orders
Notification E-mail SMS Status
Order updates ✓ ✓ Required
Order documents ✓ — —
Payment requests ✓ ✓ Required
Confirmation, shipping and delivery status of an order.
Orders — example view from the panel
Step 3: Set up the inactive channels
If a channel is not active for your store, the table says so plainly above the row and gives you a link straight to that channel's setup. Channels that need a plugin get a Manage plugins link. And where a notification type is simply not supported on a channel, the panel says it is not available there.
Notification Settings
{channel} isn't active for your store.
Set up {channel}Manage plugins
Not available on this channel
Notification Settings — example view from the panel
Step 4: Save your changes
Ticking boxes does not apply anything immediately; the panel counts how many unsaved changes you have. Save writes them all at once and confirms that the settings were saved. Leave the page without saving and your ticks are lost.
Notification Settings
{count} unsaved change(s)
Save
Notification settings saved
Notification Settings — example view from the panel
Step 5: Ask customers for consent
Marketing notifications need the customer's consent. The Ask customers for consent setting turns on the prompt that asks a visitor whether they agree. A customer who declines receives no promotions or newsletters — required notifications are unaffected, because those are transactional rather than marketing.
Marketing
Ask customers for consent
açık
Notification E-mail SMS WhatsApp
Promotions ✓ — —
Newsletter ✓ — —
Abandoned cart ✓ — ✓
Marketing — example view from the panel

Notification	E-mail	App notification	SMS	WhatsApp
Order updates	✓	✓	✓	—
Booking reminders	✓	✓	—	✓
Promotions	✓	—	—	—

Notification	E-mail	SMS	Status
Order updates	✓	✓	Required
Order documents	✓	—	—
Payment requests	✓	✓	Required

Notification	E-mail	SMS	WhatsApp
Promotions	✓	—	—
Newsletter	✓	—	—
Abandoned cart	✓	—	✓

Tips

Ticking every channel is not a good idea

Sending the same notification by email, SMS and WhatsApp at once means reaching the customer three times, and SMS costs money. Pick one main channel for order updates and use a second only at critical moments, such as dispatch.

Booking reminders earn their keep

In appointments and reservations, a customer who does not turn up is lost revenue outright. Keeping Booking reminders on for at least one channel is the most profitable notification you can configure.

Batch your changes and save once

The counter shows how many changes are waiting. Reviewing the whole table and saving in one go is both faster and more consistent than saving row by row and waiting for the page each time.

Frequently asked questions

Why can I not switch a notification off?: If the row carries a Required badge it cannot be disabled. Messages about an order being confirmed, a payment request or account security are things a customer must know; switching them off would leave them unaware of their own order.
Why are the boxes in the SMS column greyed out?: SMS is not active for your store. The panel says so above the row and gives you a setup link. The moment the channel is set up, that column's boxes become available.
Can I send promotions with the consent prompt off?: Marketing notifications depend on customer consent. Without the prompt you collect no consent, so you never build an audience for promotions and newsletters. Required transactional notifications continue regardless.
What does 'not available on this channel' mean?: That notification type is technically unsupported on that channel, even if you have the channel set up. A notification that must carry a document attachment, for instance, cannot go out on a channel that carries no attachments.