How Renotify works

Every notification follows the same path. Knowing it makes the rest of the docs easier to follow.

Your system ──event──▶ Automation ──▶ Consent check ──▶ Channel route ──▶ Customer
                          │                                   │
                          └──────── goal event ◀── outcome ───┘

Events

An event is something that happened in your business, named the way you like: payment.due, order.shipped, appointment.booked. Each event says who it’s about and carries any details your messages need, such as an amount or a tracking link.

Events arrive from the API, from integrations like Shopify and HubSpot, or from the Webhook integration. Whichever way it arrives, Renotify finds the customer it’s about, or creates them, and records the event.

Sending events works on every plan.

Automations

An automation decides what happens next. It has:

• A trigger: an event, or a date on the contact coming around (for example, 14 days before renewal_date).
• Who it’s for: everyone the event is about, or only contacts in a segment, and optionally only when conditions hold (event.amount is more than 100).
• Steps: send a message, wait, and check that conditions still hold.
• A goal: the event that means it worked, such as payment.completed. When the goal happens, the automation stops for that customer and counts it as a win.

Your code never needs to know about templates, channels or timing. Change them in the app without a deploy. See Automations.

Consent

Before every message, Renotify checks the customer can be contacted on that channel:

• They have an address for it, and it isn’t suppressed (for example after a bounce or a spam complaint).
• For marketing messages, they’ve agreed to hear from you on that channel.

Utility messages, like reminders and updates, don’t need marketing consent, but nobody who opted out ever receives anything. A STOP reply or an email unsubscribe stops every message on that channel, straight away. See Consent and opt-outs.

Channels and routes

A message step has a route: the channels to try, in order. If the first channel can’t reach the customer, the next one takes over with content written for it. For example:

1. WhatsApp, with an approved template.
2. SMS, if the customer isn’t on WhatsApp or the message isn’t delivered within an hour.
3. Email, if SMS fails too.

Channels are ways of delivering a message, not separate products. Every plan includes WhatsApp, SMS and email. See Fallback and routing.

Outcomes

When a customer does what an automation was for, within its attribution window, Renotify records an outcome and credits the last message that reached them. Reports show which automations, channels and messages lead to payments, renewals and bookings.

Everything else

• Broadcasts send one message to a segment, now or on a schedule.
• The inbox is where your team answers customers’ replies, with chatbots handling the routine ones.
• Updates to your systems tell your own software when messages are delivered, read or fail, and when outcomes are recorded.