Platform guide
Design for permission and relevance
Business messages should be expected, useful and aligned with the customer relationship. Define opt-in, message purpose, templates and opt-out handling before scaling sends.
Plan human handoff
Automation should make common requests faster while preserving a clear path to an agent. Define escalation triggers, ownership and response expectations.
Measure outcomes
Monitor delivery, response, qualified leads, orders, support resolution and opt-outs. Reporting should help improve the workflow rather than only count outgoing messages.
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