Know what you are putting into production
Clear permissions.
Visible consequences.
Customer messaging involves real people and real orders. Review access, sending permissions and action boundaries as part of your setup, before a live workflow starts.
Before a workflow goes live
Decide. Check. Act.
Access and ownership
Give each person the access their job needs.
The merchant workspace separates stores and applies permissions to actions and records. Unlimited teammates means you can include the people responsible for the work without buying another seat.
- Keep customer conversations and attachments inside the appropriate store.
- Use named teammates, assignments and approved roles.
- Review the access needed for Shopify and sending connections during onboarding.
Before a message leaves
Check the sender, audience and purpose.
Sender readiness and recipient eligibility matter as much as the message. Marketing consent, unsubscribes and suppression must stay meaningful after a migration or a new import.
- Review domain authentication and a test message before campaigns.
- Keep opt-outs and suppressed recipients excluded from marketing.
- Use one-way SMS for marketing and dedicated two-way SMS for transactional conversations.
- Agree destination rates and a spending ceiling before activation.
AI and order actions
Define what can happen without a person.
Use published knowledge and order context for replies. Specify approval steps, identity checks and escalation rules for sensitive requests. A helpful answer and a completed order change are different outcomes.
- Decide which drafts need review and which agreed workflows may run automatically.
- Check identity and order scope before permitted changes.
- Care and Growth include 2 GB of attachments with 30-day retention.
- Request the applicable data-processing terms, subprocessors and retention details before onboarding; agree any additional requirements in writing.
Put it into practice
A useful next read.
Start with your store
Make the next step
a useful one.
We’ll agree the channels, scope and spending ceiling before you start.