Customer communication in one system
Direct messaging supports private conversations with customers. Broadcast tools provide a controlled way to announce new content, events, offers, or operational updates to selected audience groups.
Operational guidance
- Set response expectations and availability.
- Use saved policies for prohibited requests and customer conduct.
- Keep payment, identity, and account recovery workflows inside approved systems.
- Avoid sharing sensitive personal or security information in messages.
- Use moderation, block, and audit tools when necessary.
Broadcast quality
Segment messages when possible, write a specific subject and call to action, and avoid sending repetitive announcements that encourage customers to opt out.