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Best Practices

Follow these operational best practices to maintain high customer satisfaction (CSAT), prevent messaging spam penalties, and optimize agent productivity.

1. Contact Center SLA & Agent Response Routing

  • Enforce First-Response SLAs: Configure automated ticket routing rules in the Unified Contact Center UCC Applet to ensure all incoming WhatsApp and Live Chat inquiries receive an initial response within 15 minutes.
  • Agent Collision Prevention: Utilize active conversation locks to prevent multiple support agents from replying to the same customer simultaneously.

2. Broadcast Frequency Capping & Opt-Outs

  • Message Frequency Caps: Limit automated marketing broadcast messages in the Engagement Applet to a maximum of 2 messages per week per customer to prevent unsubscribe fatigue.
  • Mandatory Opt-Out Links: Ensure every WhatsApp or email broadcast contains an automated opt-out link to comply with international anti-spam regulations.