Before you begin
A supported workflow and channel, a confirmed basis for sending the message, and an exclusion list.
What to do
Complete 5 steps
Choose a reason to follow up
Choose one clear reason: an agreed reminder, a reply to an unfinished inquiry, or the next service. Keep service messages separate from marketing messages.
Check permission
Check the customer's permission and the rules of the chosen channel. If approved templates are required, agree on them before launch; having a phone number does not by itself mean consent to advertising.
Set limits
Define the conditions for entering the workflow, permitted sending times, frequency, and maximum number of attempts. Exclude people who have opted out, already completed the intended step, or are speaking to a team member.
Prepare the message
Write a short message with context and one next action. Include a clear way to opt out and a handoff to a person if the customer asks a new question.
Test stopping rules
Test sending to a test contact and stopping after an opt-out or the intended result. Assess responses and complaints alongside the target outcome, rather than only counting messages sent.
Check the result
Run the scenario with test data. Verify the result in your business system and make sure the responsible employee knows the next step.
This guide explains how to prepare and test a process. Available actions depend on your setup.
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