Jo already knows that some buyers reply to WhatsApp immediately but ignore emails for weeks. The platform tracks preferred channels per buyer and routes every follow-up accordingly, automatically.
One buyer. Every channel. Full history.
The dashboard shows every touchpoint with a buyer in a single timeline, regardless of channel. Jo can see that she emailed Amanda on Monday, Amanda didn't reply, the system sent a WhatsApp on Wednesday, Amanda read it but hasn't responded yet.
No more wondering "did I already chase her?" or switching between apps to piece together the conversation history.
Channel preference is learned automatically over time. If a buyer consistently replies to WhatsApp and ignores email, the system shifts their default channel. Jo doesn't need to configure anything.
Automated triggers by channel
| Trigger | Channel | Message | Timing |
|---|---|---|---|
| New season launch | Personalised look book, curated edit, booking link | Start of season | |
| No email response | "Just wanted to make sure you saw my email about..." | 5 days after email | |
| Appointment reminder | WhatsAppSMS | "Looking forward to seeing you tomorrow at 10am in Paris" | 24hrs before |
| Reorder nudge | "You've sold 80% of the Coast Shirt, want to grab the last stock?" | When 80% sold | |
| Order confirmation | EmailWhatsApp | "Got your order, passing to the brand now. Thank you!" | Immediate |
| Delivery update | WhatsAppSMS | "Your order is on its way, tracking link below" | Brand dispatch |