
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. Use recent customer feedback to challenge an unclear message.
Agree field definitions and a source of truth before connecting forms, email, and customer systems. Duplicate records can send conflicting messages. Check the destination as well as the message that sends people there.
- A written brief
- Named responsibilities
- Agreed review points




