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Customer Operations

Communication orchestration: messages from the job, not from the calendar

Your booking tool sends reminders, your invoicing tool sends invoices, your review app sends review requests, and none of them knows what the others did. Communication orchestration sends every customer message from the job's current state, so when the appointment moves, the reminder moves with it, and the customer hears one consistent voice. We connect it to the tools that send your messages today.
Talk through your messagesSee the message rules ↓
booked · Monmoved · Tuereminder · Thuon the waydone · FriSMSConfirmedWed 08–10EmailConfirmedWed 08–10SMS · pendingReminderTue 18:00cancelledTue reminderplan changedSMSMovedFri 08–10EmailMovedFri 08–10SMSReminderThu 18:00SMSReminderThu 18:00SMSOn the wayT3 · ETA 25 minEmailSummaryINV-2252

Every tool sends its own messages

Most businesses talk to customers through four or five tools, each with its own templates and its own timetable. The booking tool reminds them about a visit that moved. The invoice arrives before the job summary. The review request lands the day a complaint is opened. Each message makes sense to the tool that sent it.

Communication orchestration takes messages away from the individual tools and sends them from the shared state of the customer and the job. Each message has a reason to go and a reason to stop, consent and quiet hours are checked first, and every message lands in one history the office can see.

Today, and with orchestration

Today

  1. 01The booking tool, invoicing and the review app each message customers.
  2. 02Reminders are scheduled at booking and never revisited.
  3. 03Templates differ in tone, and sometimes in facts.
  4. 04Nobody can see everything a customer was told.

A reminder for a visit that moved, a review request during a complaint: small mistakes that customers remember.

With orchestration

  1. 01Every message is sent from the job's current state.
  2. 02A change cancels or replaces the messages it affects before they go.
  3. 03One set of templates, owned by the office.
  4. 04Consent, opt-outs and quiet hours checked before every send.
  5. 05One history per customer, across every channel.

Customers hear one business, telling them the truth about their job.

Every message has a reason, and a reason to stop

Booking confirmationThe appointment is confirmed by dispatchReplaced by a new confirmation if the time changes
Reminder18:00 the day beforeThe appointment moves or is cancelled
On the wayThe technician starts the driveThe technician is reassigned
Job summary and invoiceThe job is completed and invoicedHeld if the job needs another visit
Review requestThe invoice is paid and no support case is openA support case opens
Payment reminderSeven days after the due dateThe invoice is paid or disputed

How it fits together

Communication orchestration takes events from your scheduling, job and billing systems, keeps one state per customer and job, applies a rule for each message with a reason to send and a reason to stop, and sends through SMS, email or the portal. Consent and quiet hours are checked before every send, and the office owns the templates. It produces messages sent once in one voice, cancellations before anything wrong goes out, and one history of everything a customer was told.

The rules every message follows

  1. Consent first

    Only to people who agreed

    Opt-ins and opt-outs are checked on every send, per channel.

  2. Quiet hours

    Nothing at 6 in the morning

    Non-urgent messages wait for sensible hours in the customer's time zone.

  3. One voice

    One set of templates

    The office owns the wording, so every tool doesn't invent its own.

  4. One history

    Everything they were told

    Every message, on every channel, is on the customer's record.

Is communication orchestration the right fit?

Good fit

  • Several tools message your customers and none of them knows about the others.
  • Appointments move often enough that reminders go out wrong.
  • Nobody can see everything a customer has been told.

Avoid when

  • One tool already sends all your customer messages from the job record.
  • You send a handful of messages a week, by hand, and it works.

How we'd approach it

Most of the early work is mapping every message you send, the state it depends on and which tool sends it.

  1. 01

    Understand

    As much as the problem needs

    We map how the work runs today: who does what, which systems hold the records, and where it breaks.

  2. 02

    Design

    Decided before it's built

    Ownership, rules, integrations and exceptions, agreed with you and written down with acceptance criteria.

  3. 03

    Build

    Connected to what you use

    We build the scoped system, connect it to the tools you already run, and test it on the cases that matter.

Related systems

The capabilities underneath

Questions about communication orchestration

Do we have to stop using our booking or invoicing tools?

No. They stay where they are. Their own customer messages are switched off where possible, and the orchestration sends instead, from their events.

How do you handle consent for texts?

Opt-ins and opt-outs are stored per channel and checked before every send, and every message carries the opt-out you're required to include. The wording is reviewed for where you operate.

Can customers reply?

Yes. Replies land on the same job and customer record, and a reply that needs a person is routed to one.

Who changes the wording?

The office. Templates live in one place with your approved wording, and changes apply to every channel at once.

Give every customer message one voice

Tell us which tools message your customers today. We'll show you where they contradict each other and how one source of truth fixes it.

Start a project