- Who this is for
- Commerce teams with an existing SMS subscription process and a real recurring customer-message task.
- What you will leave with
- A subscription-and-event map, controlled message cases, cost evidence and an owned response procedure.
- Scope of this guide
- An editorial pilot with proposed acceptance cases. Use controlled records, record actual results, and check your current account before expanding.
On this page · 12 sections
01 / Choose one useful store message
Write the customer's problem and the specific information the message will provide. Select one channel and event for the pilot. Keep a transactional service need, product-specific alert and general marketing subscription distinguishable. Postscript's broader platform scope does not require using every channel or automation in the first test; the selected journey should have an existing content and response owner.
02 / Define current subscriber eligibility
Record the channel choice, signup source, relevant wording and current state that justify the controlled subscriber entering this journey. Keep an order phone number separate from marketing subscription evidence. Review the requirements applicable to the account and operating market. The operator should be able to explain eligibility from a maintained record, including when the appropriate result is no marketing message.
03 / Prepare controlled recipients and events
Use test details under the merchant's control and the provider's documented test method. Include fresh subscription, existing subscriber, stopped contact, recent purchaser and repeated source event. Record the expected message count before testing. Keep real customer audiences outside the early boundary while identity, timing and exit behavior are still being verified.
04 / Map the source event and contact
Identify the event source, subscriber key, product or order reference, timestamp and intended next action. Include a contact with several orders and an event arriving late. Inspect the actual connection's data rather than assuming a generic customer update means a new opportunity to send. Preserve enough context for the receiving operator to recognize why the message is planned.
05 / Approve content and destination together
Review sender identity, concise copy, product naming, qualifications, primary link and the preference language required for the selected route. Follow the destination on a phone. Include an expired offer or unavailable product as a proposed acceptance case. An understandable message needs a current landing page and a support team able to answer the question it invites.
06 / Set timing and frequency boundaries
Inspect current timing and frequency controls in the actual account. Record the relevant time zone, staffed reply hours and other campaigns that may reach the same subscriber. Compare total intended contact across the program. A locally sensible delay in one workflow can still produce an unsuitable overall experience when another active sequence is sending at the same time.
07 / Test repeat entry and changed context
Trigger the controlled event twice, then make the subscriber complete a purchase or change a relevant preference before a later message. Inspect outstanding work and history. Record what should stop, what remains useful and what requires a person. The acceptance condition is a coherent next contact, rather than a technically successful action that follows an outdated customer state.
08 / Exercise withdrawal and manual review
Use the documented stop route and a reply that requires an operator to interpret the request. Postscript describes automatic and manual opt-out handling; verify the chosen account's actual behavior. Check future audience selection and waiting messages. Preserve the withdrawal record during imports and repairs so an older store update cannot silently re-establish unwanted contact.
09 / Give replies a staffed destination
Send a controlled product or delivery question. Confirm the owner, backup, queue visibility and context available to them. Separate a sales opportunity from an existing-customer issue and define the appropriate next action for each. A message-driven workflow creates a conversation workload, so the pilot should include the ability to receive and handle a response.
10 / Recover a failed or uncertain handoff
Prepare an unavailable resource, delayed event and uncertain send result using a controlled approach. Inspect the accepted history before retrying. Keep a source reference and an exception owner who can decide when to stop. A recovery procedure should repair missing work without creating another unwanted message simply because the first outcome has not yet become visible.
11 / Reconcile value, usage and upkeep
Separate eligible subscribers, planned sends, observed delivery states, relevant replies and accepted human follow-ups. Check current plan, message, carrier-related and channel charges for the actual route. Add copy review, audience maintenance and reply work. Compare with an existing email or manual route when it can meet the same customer need, keeping channel scope and subscription choices explicit.
12 / Make the operating decision
Review every fresh, repeated, changed-context, stopped and failed-handoff case against expected outcomes. Keep the current route available and record the configuration, owner and fallback. Expand only when another operator can explain entry and exit decisions, current message costs and the response procedure. Activity volume alone should not decide whether the journey is worth maintaining.
Accept a bounded SMS journey only when the subscription, message context, timing, exit and human response remain coherent.
Official sources
Postscript: SMS marketingPostscript: subscriber opt-out handlingBrevo: automation triggers, actions and rulesBrevo: marketing, transactional and automation emailSource material supports product descriptions; workflow criteria and pilot suggestions are our editorial analysis. Check the current documentation and your account settings before implementation.