Good candidates
Routing by topic or branch. Labelling and prioritising. Sending confirmations and reminders. Answering questions that your knowledge library already answers clearly, such as opening hours or delivery times.
Keep people in the loop for
Anything involving money, complaints, vulnerable customers or personal data changes. These should need an approver, and the customer should always be able to reach a person.
Respect consent
Outbound messages should honour opt-outs, quiet hours and send-rate limits. A campaign that annoys customers costs more than it saves.
Measure, then expand
Start with one or two rules, check the log of what ran and whether customers needed to follow up, and only then add more. Automation should show its work.
Keep reading
How to build a customer support workflowDefine channels, owners, priorities and escalation so every customer request has a clear path from first message to resolution.A practical guide to ticket prioritisationPrioritise by customer impact and urgency, keep the scale simple and protect the oldest tickets from being forgotten.Want this set up for your team?
Tell us your channels and how requests flow today, and we will show you how it would look in KitoDesk.
- Built around your own workflow
- Security and rollout questions answered
- No obligation
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