Goal
Use Sippet’s conversation model so a customer can move between channels without losing support context.Before you start
- Your contacts should be created and deduplicated consistently.
- At least one channel should already be active for the contact.
Step 1: work from the contact, not the channel
When you review a support case:- start from the contact and conversation history
- look at the current owner, active channel, and last activity
- identify whether the case is live, waiting, escalated, or resolved
Step 2: decide the next best channel
Use the existing context to decide what happens next:- continue by call if urgency is high
- send email if detail or attachments matter
- use SMS or WhatsApp for short follow-up and re-engagement
Step 3: keep ownership clear
Decide whether:- an AI agent should continue the follow-up
- a human operator should take over
- the case should move into a playbook for structured follow-up
Example workflow
- a customer starts on a phone call
- the AI agent captures the issue and outcome
- the team follows up with a message or email
- if the customer responds later in another channel, Sippet keeps the relationship connected
What good looks like
- the customer does not have to repeat the issue
- operators can see recent context quickly
- AI agents can continue support without inventing a new thread
Troubleshooting
- If context feels fragmented, check contact matching and channel ownership.
- If follow-up is inconsistent, make sure the next-step process is documented in your team workflow.