Message Templates¶
What a customer or staff member actually receives for each kind of notification, with real examples for every channel it goes out on, and where a payment or invoice link gets attached automatically.
How the channels differ¶
Email is the richest channel: a full branded layout, your logo, and as much detail as the notification needs. SMS and WhatsApp are short, single-message texts, built to be read in a few seconds on a phone. Push is shorter still: a title and one line, the kind of banner that appears on a phone's lock screen.
WhatsApp has one extra rule the others don't: outside an active conversation, it only allows messages that use a template pre-approved by Meta. Free-form text is rejected unless the recipient messaged your business first within the last 24 hours. That's a WhatsApp platform rule, not a Codevertex Africa limitation, and it's why WhatsApp templates go through a review step Email and SMS don't need.
Every template below uses numbered placeholders ({{1}}, {{2}}, …) or named ones
({{customer_name}}, {{amount}}) that get filled in with the real order number, amount, date,
and so on when the message sends. You see the finished message, never the placeholders.
Order & delivery¶
Order updates send on every channel a customer has contact details for and you've enabled for that type (see Choosing which channels a notification uses). A customer with both an email and a phone number on file, with WhatsApp and SMS both turned on, gets all three for the same event.
Order placed
| Channel | What the customer receives |
|---|---|
| A branded receipt: order number, itemized total, and estimated delivery time. | |
| SMS | Urban Loft Cafe: Order #ULC-2291 confirmed! Total: KES 2,450. Track: cdvtx.co/t/2291 |
Urban Loft Cafe: Order #ULC-2291 confirmed! Total: KES 2,450. Estimated delivery: 35 min. Track: cdvtx.co/t/2291 |
Order ready / ready for pickup
Hi Amina, your order #ULC-2299 is ready! View details here: cdvtx.co/o/2299. Thank you for your order!
Order out for delivery
Hi Amina, your order #ULC-2299 is out for delivery with James K. (0711223344). Track it here: cdvtx.co/t/2299.
Order delivered
Urban Loft Cafe: Your order #ULC-2291 has been delivered! We hope you enjoy it. Share your feedback: cdvtx.co/f/2291
Order cancelled
Hi Amina, your order #ULC-2299 has been cancelled. Reason: Item out of stock. We're sorry for the inconvenience.
Order refunded
Hi Amina, your refund of KES 2,450 for order #ULC-2299 has been processed. Reason: Order cancelled by customer.
Order scheduled
Hi Amina, your order #ULC-2299 has been scheduled for 9 Sep, 6:00 PM. Total: KES 3,200. View details: cdvtx.co/o/2299
Delivery arriving (logistics deliveries)
TruLoad: Your delivery is arriving! Order TL-40217. ETA: 12 min. Track here: cdvtx.co/t/40217
Every order state above sends by Email as a full receipt-style message, and by SMS/WhatsApp as the shorter text shown. Push carries the same short text as a phone notification, for customers or staff using a mobile app, with a tap-through straight to the order.
Payments & invoices¶
Every payment and invoice notification carries a real, working link, never just a reference number with nothing to click through to:
| Notification | Link included |
|---|---|
| Payment received | Order reference (link where the order has one) |
| Payment failed | Retry payment link, a direct way to try again, not just "your payment failed" |
| Payment receipt | Receipt reference |
| Invoice sent | Public invoice link + payment link, opens the invoice and lets the customer pay directly |
| Invoice overdue reminder | Payment link, same link as above, so paying is always one tap away |
| Refund completed | Refund reference |
| Subscription invoice / renewal notice | Public invoice link (PDF) + payment link: your subscription invoice is never just an amount and a due date, there's always a direct link to view and pay it |
Payment successful
| Channel | What the customer receives |
|---|---|
| A branded receipt with the amount, order or invoice reference, and a link to view it. | |
| SMS | Hi Amina, your payment of KES 1,180 for order #POS-88213 was successful. Thank you - Urban Loft Cafe |
Thank you for your purchase, David! Order: POS-88213. Total: KES 1,180. View or download your receipt: cdvtx.co/r/88213 |
Payment failed
| Channel | What the customer receives |
|---|---|
| An explanation of what failed, with a Retry Payment button. | |
| SMS | Payment for order #ULC-3310 failed. Retry: cdvtx.co/o/3310/pay - Urban Loft Cafe |
Hi Samuel, your payment for order #ULC-3310 was unsuccessful. Please try again here: cdvtx.co/o/3310/pay. Need help? Contact our support team. |
Invoice sent / subscription invoice ready
Your subscription invoice INV-260907-014 for KES 42,000 is ready. Due 21 Sep 2026. Pay now: pay.codevertexafrica.com/i/260907014
If you ever receive a payment or invoice notification without a link, that's a bug worth reporting to your account contact. Every one of these is meant to carry one.
Account & security¶
OTPs and password resets are SMS and email only, kept deliberately short and free of any link you could be phished with:
OTP verification
| Channel | What the recipient receives |
|---|---|
| The same code, in a plain security-focused layout. | |
| SMS | Your CodeVertex code is 482913. It expires in 10 minutes. Do not share this code with anyone. |
Password reset
CodeVertex: Password reset requested for Amina. Your reset code is 71-KTV9. Expires in 15 minutes.
ISP Billing¶
The heaviest WhatsApp and SMS user on the platform today: subscription welcomes, renewals, expiry reminders, and payment confirmations, each carrying the exact package name, expiry date, and (where relevant) renewal Paybill/Account details. Also sent by Email for customers who prefer it.
Expiry reminder
SkyNet ISP: Hi Peter, your Home 20Mbps subscription expires on 12 Sep (2 days left). Renew via Paybill 400200, Account 0712345678.
Payment received
SkyNet ISP: Payment of KES 2,500 received. Thank you Peter. Your Home 20Mbps package is active until 12 Oct.
WhatsApp Inbox notifications¶
A new customer reply in the WhatsApp Inbox triggers a push notification to staff with WhatsApp Inbox access, so a reply doesn't sit unseen. It's short by design, just enough to know a customer is waiting:
Amina Wanjiru: Is the order still on for delivery today?
Where this is heading¶
Order updates and payment results (shown above) now have full Email, SMS, and WhatsApp coverage, alongside ISP Billing and the core order/OTP set. Inventory, Library, and HR notifications don't have SMS or WhatsApp templates yet; today they only reach you by Email. Bringing those channels to these notification types is in progress, and this page will be updated as each one goes live.