How is this different from messaging on a phone?

The message comes from your business records rather than an individual’s handset — tied to the order, visible to the team, and still there when that person isn’t.

What sort of messages can I send?

Order updates and routine follow-ups — the messages that go with a transaction, such as confirmation, packing, dispatch and invoice-ready notices.

You can run your customer messaging from the Communication Centre in SmartB now. Direct WhatsApp sync is coming soon; until then messages are sent from the same records rather than triggered automatically.

Does email still have a place?

Yes. Email and WhatsApp both run from the Communication Centre, so you can use whichever channel a customer reads and keep one history for both.

Integration · Coming soon

WhatsApp + SmartB — the channel your customers actually open.

In Malaysia, an order update sent on WhatsApp gets read. SmartB’s Communication Centre sends those messages from the order itself, so the customer hears from you without anyone retyping details into a phone.

Book a demo Join the sync waitlist

The updates go out from someone’s phone, or they don’t go out.

Customers here ask on WhatsApp, so that’s where the answers come from — usually a staff member’s personal handset. The message never lands next to the order, nobody else can see what was promised, and when that person is off, the thread goes with them. Meanwhile the routine ones — received, packed, on its way, invoice ready — get sent late or forgotten, and the chasing enquiry arrives instead.

What SmartB does

WhatsApp, run from the Communication Centre

Messages sent from the record

The Communication Centre sends from the order itself, so the customer, the order number and the status are already right before anyone types a word.

No copying details between systems
Every message attached to the order it is about
Anyone on the team can see what was sent

Routine follow-ups, handled

Received, packed, on its way, invoice ready — the messages that should always go out, going out without someone having to remember.

Follow-up steps set once and reused
The same wording on every order
No updates that quietly never got sent

Delivery status worth telling them about

When delivery status comes back onto the order from your courier, that’s the moment the customer wants to hear about — not an hour of guesswork later.

Updates tied to what actually happened to the parcel
Answer “where is my order?” before it is asked
One place to see what the customer has been told

Email and WhatsApp side by side

One Communication Centre, two channels. Use whichever the customer actually responds to, and keep both in the same history.

One customer conversation across channels
Nothing stranded in a personal inbox or handset
Handovers between staff without losing the thread

A record that stays with the business

What was promised, when, and by whom — kept against the customer and the order rather than in a chat nobody else can open.

History survives staff changes
Disputes settled by looking, not guessing
Context ready for whoever picks the conversation up

Direct WhatsApp sync — coming soon

Today you compose and send WhatsApp messages and routine follow-ups from the Communication Centre, against real customer and order records. Direct sync is on our roadmap: messages triggered by what happens to the order, and replies threaded straight back onto it, with no manual step.

Join the sync waitlist