The Message Centre

For a customer team whose customers live on their phones.

One signal · 10 specialists · one result

Speaks to people7
Keeps knowledge2
Audits and guards1

How the work moves

Six steps, each done by one specialist

Starts with

A receipt, confirmation or security notice to send

First

1Sends confirmations and notices from approved templatesText Message Dispatcher 2Writes text campaigns and tests them on a real phoneSMS Campaign Manager 3Runs chat-app campaigns from approved templatesWhatsApp Business Messenger

Then

4Keeps consent on file for each listConsent and Opt-in Officer 5Looks up a missing message and its delivery historyTransactional Mail Officer 6Records what customers do against their recordsContact Activity Recorder

Ends with

Messages with consent on file and a delivery history

the signalthe resultEach step is done by one specialist on the crew

The story

Receipts, confirmations and security notices go out from approved templates. Text and chat-app campaigns are written, tested on a real phone and sent to a list with consent on file. When a customer says a message never arrived, the agent looks up that one message and its delivery history. What customers do is recorded against their records, so the next message fits.

The crew

The specialists behind this role, grouped by the kind of work they do.

Speaks to people

WhatsApp Business MessengerIt writes message templates, submits them for approval, runs WhatsApp campaigns and sends individual messages, then reads the delivery report.Also serves The Customer Success Manager
SMS Campaign ManagerIt creates text campaigns for a list, sends a test to a phone, sends or schedules the campaign, and reports and exports the recipients.Also serves The Loyalty Director
Text Message DispatcherIt sends one-off text messages such as delivery and appointment notices from templates, and reports what was delivered.Also serves The Launch Manager, The Revenue Rescuer
Transactional Mail OfficerIt sends receipts, confirmations, password and security notices from approved templates.Also serves The Accounts Office
Back-in-Stock NotifierIt signs customers up for an alert on a product they want, and tells them when it returns.Also serves The Shop Manager
Order Status NotifierIt sends order updates to customers in the website chat, by text or by email, so fewer customers write in to ask.Also serves The Shop Manager
Launch Campaign RunnerFrom one brief it sends the launch email, the launch text message and WhatsApp template, posts on X and the Facebook Page, cross-posts to other channels, pins the announcement and opens a payment link.Also serves The Launch Manager

Keeps knowledge

Contact Activity RecorderIt records what customers do (sign-ups, purchases, feature use) against their records so segments and automated journeys can react to it.Also serves The Customer Success Manager
List and Segment KeeperIt keeps mailing lists and segments tidy, adds and removes people, organises lists into folders, and reports who is on each list.Also serves The Email Marketer

Audits and guards

Consent and Opt-in OfficerIt signs new subscribers up through a confirm-by-email step, records where consent came from, honours every unsubscribe and block, and keeps an export for anyone who asks what is held.Also serves The Email Marketer, The Compliance Officer

Where this crew also works

Each bar counts the specialists this role shares with another.

The engineering behind this role

Business systems as safe agent toolsCapability All capabilitiesThe engineering, by what it does