Signal · Practical guide
1. Define the next action
Decide whether the customer needs an answer, a reminder or a handoff. Do not send a message simply because a conversation has ended.
2. Confirm the channel
Discuss SMS, Telegram or WhatsApp availability and setup for your use case. Do not assume every channel shares the same configuration or permissions.
3. Respect customer choices
Establish appropriate contact permissions and a process for honoring stop requests. Assign responsibility for those decisions before sending messages.
4. Close the loop
Give replies and delivery issues a clear owner. Review whether the follow-up helped the customer reach the intended next step.