What good looks like
A concise, consent-aware message with the correct recipient, context, delivery channel, and recorded history.
Have these details ready
- The correct customer and related record
- A verified phone number or email
- The update, question, or action required
Run the workflow
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Open the right conversation
Start from the customer, job, quote, invoice, or message thread so the communication stays with the work.
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Verify recipient and consent
Confirm the destination belongs to the intended person and the chosen SMS/email channel is allowed by their preferences.
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Write for a busy customer
State who you are, what job or address this concerns, the current update, and the one action or expectation that matters next.
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Check customer-safe content
Remove internal shorthand, blame, private margin information, unrelated account details, and attachments not intended for the customer.
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Send and review delivery
Send once, confirm the message appears in history, and create a task when a response or deadline must be monitored.
Check your work
Do not call the workflow complete until these statements are true.
- The correct recipient and record are shown
- The message states the next expectation
- Delivery and follow-up are visible in history
If something does not look right
The message failed
Verify the address/number and preference, correct it on the customer record when authorized, then resend once or use the approved alternate channel.
Several staff are messaging
Use the shared thread and assign one owner for the next response to prevent conflicting promises.