Channel · Email
Email that carries the original attachment.
Longer answers, quotes and documents go by email, written by the agent that took the call, with the exact approved file and the real delivery status, including when it did not arrive.
Original attachedApproved v3
DeliveredReported as it is
Bounce handledNever guessed
AttachmentsThe approved original
DeliveryReported as it is
Auto-repliesRecognised and waited out
SenderOne change, no duplicates
Both directions
Email that starts and answers.
Whoever speaks first, it is one matter. Inbound and outbound share the same memory, files and promises.
Inbound
- 01Reads replies and finds the right matter
- 02Waits for away auto-replies to end
- 03Bounces handled without guessing
Outbound
- 01Campaign approaches with A/B
- 02The exact approved file revision
- 03One sender change, no duplicate outreach
Long answers, original attachments
An email that knows what really happened to it.
- 01The approved attachmentThe exact file revision goes out. When a newer revision is approved, the old one is held.
- 02Delivery, honestlyDelivered, delayed, bounced or away: each is reported as it is, and each triggers the right next step.
- 03One sender, no duplicatesChange the sender once and no customer gets the same outreach twice.
Mail · same matter
Clarence Road brochure, as you asked on WhatsApp
MMaya to daniel@••••.com
Starts with themReads replies and finds the right matter
Or starts with youCampaign approaches with A/B
Continuity
When Email isn't enough, the matter moves on.
The same agent picks the conversation up on another channel, with the facts, the files and the promises intact.
The honest part
What Email never does.
- Says delivered when it bounced
- Sends a stale revision of a document
- Emails the customer twice for one matter
- Replies on top of an away auto-reply
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