Email / WhatsApp.Useful messagesat the right time.
Confirmations, schedule changes and order updates recur in many customer relationships. SIXIS organises these communications through email or WhatsApp, based on the situation and confirmed information.
Confirmations, schedule changes and order updates recur in many customer relationships. SIXIS organises these communications through email or WhatsApp, based on the situation and confirmed information.
Tell us what messages you repeat See how we workWhen communication
remains ago.
We start from messages necessary in an existing relationship or activity. Promotional campaigns and initiating commercial discussions have different rules and objectives.
Confirmations depend on a colleague's time.
The order is registered or the appointment is changed, but the customer does not receive the information. He calls to check and the team looks for the same situation to send a message that could be prepared according to clear rules.
The message uses data that is no longer valid.
A term or an address has changed in a system, but the confirmation starts from an old copy. The customer prepares based on the wrong information, and the team must correct the communication and reorganize.
Client response has no recipient.
An automated message asks for a confirmation, but the answer remains in a channel that no one is watching. The customer's change request or question does not reach the person who can intervene.
Dates confirmed.
Arriving answers to whom it is due.
We link messages to real events and keep a response path appropriate to the customer's situation.
We choose the channel according to the purpose, preferences and conditions of use. We do not assume that any phone number or address allows any type of communication.
The SIXIS collaboration modelWe delimit necessary communications.
We determine what information the client must receive and at what point in the collaboration. We separate confirmation or operational update from promotion. We pick out the repetitive cases and identify the messages that need to remain written or checked by a person.
From you Examples of messages and situations in which they are sent today.
We check the channel and permissions.
We clarify the contact details, agreements and conditions applicable to the communication. For WhatsApp we also check the platform rules, including the use of message templates where necessary. We set out how preferences, opt-out requests and alternative means of contact are respected.
From you Eligible contacts, evidence required and channels authorized by firm.
We define initiation and content.
We link the message to a confirmed event and valid data source. We write content for the specific situation, with checks for missing information. We determine what happens if the deadline or status changes before submission.
From you Sources of data and approval of communicated texts, terms and conditions.
We organize the answer and the exceptions.
We determine where the client's response ends up, who follows it, and which cases require intervention. An unclear question or change request is not automatically treated as acceptance. We also define undelivered message signaling without duplicating communication across all channels.
From you Responsibilities and rules for changes or non-delivery.
We test the conversation and start.
We verify the message, the data, the delivery, the response and the termination of communications that are no longer necessary. We use representative cases, including a change and a help request. After launch, we track errors and adjust communication based on actual situations.
From you Validation of test cases and agreed area of communication tracing.
A WORKING EXAMPLE
A delivery of furniture.
The time must be confirmed.
A firm arranges for the delivery of a furniture order. The customer must confirm the range and access to the address, and a change may affect the organization of the transport team.
- The message starts from the confirmed situation.
- The customer receives the agreed interval and the necessary information for access. The address and date are checked against the valid source. If the delivery has been delayed, the message for the original date will no longer go out.
- Confirmation and change are distinct.
- An affirmative answer may be recorded according to the approved rule. If the person asks for another address or another interval, the request goes to the colleague who checks the possibility of the change. The system does not promise a new delivery by itself.
- The client can ask for help.
- An access problem or delivery question goes to a designated person. The team sees the message and the context, and the client receives a follow-up path appropriate to the program and service offered by the firm.
RELATED CAPABILITIES
What binds the message
of actual activity.
Communications must be supported by data and responsibility for response. The chosen channel is only part of the solution.
Appointments
Establishes valid reservation and changes to be communicated to customer.
Customer journey
Clarifies the information and interlocutor the client needs at each stage.
Workflow automation
Link messages to workflow steps, conditions, and confirmations.
Email marketing
Organizes promotional communications for eligible contacts, with a purpose other than operational confirmations.
Questions about
messages and responses.
What we automate, how we choose the channel, and what happens when the customer requests a change.
Are we talking about marketing campaigns?
This capability concerns communications related to ongoing activity: confirmations, updates and information necessary for collaboration. Promotional campaigns are defined separately, with their own purpose and conditions. We do not automatically add commercial offers to a message required for an order or appointment.
Do we have to use both email and WhatsApp?
No. We choose the right channel for the situation and the conditions in which it can be used. Some communications are more appropriate via email, others can be supported via WhatsApp. Sending on both channels only makes sense if there is a clear reason and rules to avoid duplication.
Can we send WhatsApp messages to any number on record?
We do not assume this. We check contact eligibility, required consent and platform terms for the message type. Where approved models are required, they form part of the training. Opt-out requests and preferences are respected and unclear situations must be clarified before submission.
Do we need an autoresponder bot?
Not for rule-based confirmations and updates. We can prepare messages and direct responses without an AI assistant. If an automated conversation is useful, we evaluate it separately, with clear boundaries and a human contact path for situations that cannot be resolved.
Who answers when the client asks a question?
We establish the person or team that follows the answers and the schedule in which they can intervene. Questions must come with the necessary context. An automated message does not imply permanent support and should not give the impression that any problem can be solved immediately.
What happens if the message does not arrive?
We check what delivery confirmations the channel provides and how errors are reported. We can define an alternative, if it is authorized and useful. We do not treat sending as proof that the person has read the message, and we do not repeat an undeliverable communication indefinitely.
Can responses automatically change order or scheduling?
Only for bounded actions, with approved rules and clear data. A change request may require verification of availability, price or terms. In that case, it goes to the responsible person. Ambiguous wording is not construed as acceptance of a sensible change.
What costs and conditions must be verified?
Depends on channel, volume and implementation. We clarify access, licenses or consumption of messages before use. The rules of the providers may influence the way of communication. We choose the solution for the company's activity and delimit the operation, without tying it to a specific instrument.
What message must reach
on time to the customer?
Show us a confirmation or update that you send often. We can set the date, time and person to continue the discussion if a question arises.