
Map the trigger
Define what starts a workflow, what ends it, and which contacts must be excluded. Test re-entry so one person does not receive the same sequence repeatedly. Check the reasons suitable customers hesitate or leave.
Agree field definitions and a source of truth before connecting forms, email, and customer systems. Duplicate records can send conflicting messages. Check what happens after the customer clicks, submits, or calls.
- A written brief
- Named responsibilities
- Agreed review points




