Service Messaging

Send critical service communications to contacts even if they have opted out of marketing emails.

Service messaging — sometimes called transactional messaging — allows you to send essential communications to your customers in real time, regardless of their marketing opt-out status. These are messages your customers need to receive, such as:

• Order or application confirmations

• Appointment reminders

• Password resets

• Status updates on a request or application

• Insurance notifications

• Dispatched documents or tickets

Unlike marketing emails, service messages are triggered by a customer action or business event rather than a campaign schedule.

Note: Service Messaging requires setup by the UbiQuity team. Contact UbiQuity to discuss your requirements.

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How it works

Service messages in UbiQuity are triggered from your transactional or relational database. As a customer record updates — for example, as an application moves through stages — UbiQuity can trigger the relevant service email at each step.

Because these are service communications rather than marketing messages, they are sent even if the contact has opted out of marketing emails. This is consistent with the intent of opt-out legislation, which is designed to protect consumers from unwanted marketing rather than from service-critical communications.

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Use cases

Customer-facing:

• Application, payment, or order confirmations

• Password resets and account notifications

• Status updates on an application, order, or payment

Operational:

• Service call or appointment confirmations

• Notifications for dispatched documents or tickets

• Progress updates as requests move through internal workflows

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Sending service messages via other channels

Service messages are typically sent by email, but UbiQuity also supports sending them via TXT or push notification if those channels are more appropriate for your audience.