CUSTOMER MESSAGING · Workflow idea
Prepare a message for delivery by text or a messaging app. Confirm the recipient, channel, consent, and exact wording before sending so a person stays in control of customer outreach.
01 / The starting point
A prepared message, intended recipient, and selected messaging channel
“Send the approved text to the confirmed recipient through the selected messaging channel.”
02 / The work
Helps a team prepare and send a text or messaging-app message after the intended recipient and wording have been checked.
Write the specific information the recipient needs, using a tone and length appropriate to the selected channel.
Check the contact details and make sure the message is going to the intended person and conversation.
Confirm the recipient may be contacted through the chosen channel and that the message follows the team’s communication preferences.
Have a person approve the final wording and destination before sending.
Review whether the message was accepted for delivery and decide how to handle a failure or unclear status.
03 / The result
A delivery attempt for the reviewed message, with its recipient and channel available for the sender to verify.
Reviews & approvals · Example outcome
A delivery attempt for the reviewed message, with its recipient and channel available for the sender to verify.
Confirm permission to contact the recipient and review the exact destination and message before sending. Delivery may fail or be delayed, so check the delivery status before relying on receipt.
04 / Make it yours
A few choices shape the work around your team.
Decide which text and messaging channels are available and how the intended recipient is identified.
Define how contact permission is checked and who approves customer-facing wording before it is sent.
Decide where send outcomes are recorded and who investigates a failed or uncertain delivery.
Verify the destination, message formatting, review step, and delivery status using contacts who have agreed to receive test messages.
Keep exploring
Prepare a recipient list and message drafts for an opted-in audience, with suppression and owner checks before delivery.
A task-framed guide to customer questions and draft answers in a messaging conversation, with checks for privacy, source accuracy, and approval before consequential steps.