Keep messages connected to the conversation.
An agent system can prepare confirmations, reminders and follow-ups from the enquiry or event that needs them. Replies return to the workflow so your team can act on what changed.
Messaging is a step within the agreed agent system. The channel, timing and release rules are chosen around the customer journey.
From an agreed event to a relevant response.
Example workflow, shaped to your business during scoping.
Check the context
Read the current enquiry or booking status and check the relevant contact preferences.
Prepare the message
Use approved wording and agreed details. Request staff approval where the workflow requires it.
Carry the reply forward
Route questions or change requests to the right person and apply the agreed opt-out and stop rules.
Agree the channel and sending rules.
Abdul checks the intended messaging platform, available connections and permissions before including it in the system. Customer preferences and quiet periods are part of the design.
- Messages start from a relevant event in the customer journey.
- The current status is checked before release.
- Replies and preference changes have an accountable owner.
Choose one message that needs a better process.
Explain what should trigger it and what your team needs to do when someone replies.
Discuss your agent system