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Use the right communication workflow

The Communications menu contains four distinct operator tools. They share audiences and provider configuration in places, but they produce different records and outcomes. Automated receipts, expiry notices, voucher delivery, bundle warnings, router alerts, outage notices, and sales reports are configured under Settings, not created as ordinary campaigns.

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Before sending

  1. Confirm the active provider for the intended channel.
  2. Send a controlled test to a staff-owned address/number.
  3. Select the smallest correct audience.
  4. Review variables with a representative subscriber.
  5. Check SMS segment/cost estimate or provider quota.
  6. Confirm the sender ID/from number and legal/customer-consent requirements.
  7. Schedule in the account timezone.

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Delivery interpretation

“Sent” can mean the provider accepted a request. Delivered/failed status depends on provider callbacks and handset/network reporting. Do not repeatedly resend every non-final record; investigate the provider and recipient format first.

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Protect customer data

Export/recipient lists and message histories can contain phone numbers, emails, names, account data, and message content. Limit access, avoid unnecessary sensitive details in messages, and never send passwords, OTPs, recovery codes, API secrets, or complete payment credentials.