SDP omnichannel customer conversations
Keep customer conversations in one place.
SDP omnichannel customer conversations turns scattered customer work into an operating flow teams can execute, trace, and improve.
What can improve
Improvement to pursue
- 01
Continue customer conversations across channels
Keep website, LINE, SMS, and human handoff in one conversation context.
- 02
Route responses by intent
Send messages to the right flow or person based on the customer question and ownership.
- 03
Retain consent and handoff records
Keep messages, consent, human handoff, and later outcomes checkable.
Connect omnichannel conversations
Show how website, LINE, SMS, and human handoff retain conversation context.
Start from the channel the customer chooses and keep the conversation moving.
Route response by intent
Place question, intent, response, and human handoff in one flow.
Understand what the customer needs before deciding who responds.
Retain consent and handoff
Show how consent, message, handoff, and outcome become records.
Hand uncertain or high-impact conversations to people and retain why.Customer use cases
Start with the work the team must complete, not a feature checklist.
- Membership and customer operations teams
- Marketing, service, and store leaders
Daily operations
Handle recurring work from shared customer context.
Cross-team coordination
Give marketing, service, and frontline teams consistent information.
How work improves
Keep effective existing systems and connect the work in practical stages.
- 01
Collect
Acquire the required customer signal and context.
- 02
Decide
Use rules and context to determine the next step.
- 03
Act
Execute, track, and preserve the outcome.
How it works with other systems
Show only the product relationships needed to complete this work, without replacing every system at once.
Start with your work