Plan requirement
| Subscription | Any plan |
| Access | Admin |
Starting a conversation with a customer rather than waiting for one. Proactive messaging, with the caution it needs.
Use it
- Install the app.
- Set up the message and who receives it.
- Test with a small group first.
- Watch what comes back.
Where it genuinely helps
- Telling customers about a problem before they find it.
- An update on something they are waiting for.
- A follow-up where you promised one.
Service messages, in other words.
The line
A support channel is a channel customers opened for help. Using it for marketing changes what it is, and people stop treating messages from you as worth reading.
That erosion is hard to reverse, and it costs you the channel for the messages that matter.
Expect replies
A proactive message produces responses, and they arrive in your queue. Sending to a thousand customers without staffing the replies turns a helpful gesture into a backlog.
Work out the expected volume before sending.
Consent and rules
Messaging channels have their own rules about proactive contact, and some require prior consent. Worth checking per channel rather than assuming what applies to email applies here.
Start small
A hundred customers, then read what came back. The response rate and the tone of the replies tell you whether to send the rest.
Make it easy to reply
A proactive message that reaches somebody who then cannot get an answer is worse than no message. Make sure the queue is staffed when it lands.
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