SMS Workflow Design

Map the event before the message

Map the steps between an event in your business and the message a customer should receive. Timing, consent, personalisation and exceptions all matter. Write down the source of each recipient number and the event that starts the message.

Confirmations, reminders and exceptions

For example, a booking may generate a confirmation followed by a reminder, then a follow-up only when appropriate. Staff should be able to see what was sent. Include cancellation and rescheduling paths so a customer does not get a reminder for an old appointment.

Test each stage of the workflow

We can design a bespoke workflow around the systems you already use and explain the data and integration required before development begins. A small pilot can reveal timing or data issues before a workflow is used more widely.