Pause Promotions for Customers Who Need Service

Conversation Intelligence holds promotional email and text for a contact who has an open support case, a bad recent chat or call, an unanswered phone call, or a message that failed to deliver. Held messages send on their own once the situation clears, or expire if they wait too long. Service messages such as receipts, order updates and case replies are never held.

It works with recommended settings without any editing. Limits and what is included depend on your plan; see your plan.

Set It Up

Go to Messaging, Email Campaigns, Service Pauses, then choose Set up. The wizard has five steps: turn on, choose what pauses promotions, phone follow-up, try it with a contact email, and done. Settings can be changed again at any time and Start over keeps a copy so the change can be undone.

Moshky can do the same by conversation. Ask it to "pause promotions for customers with open cases" or "follow up when a call goes unanswered". It reads and changes the settings, lists what is held and why, and creates the ready-made follow-up sequence.

See What Is Held

On the Service Pauses tab, Held promotions lists each waiting message with a plain reason: open case, bad recent chat or call, unanswered call, failed delivery, or "could not check, held to be safe". Send now releases one. The Outbound Activity tab also shows held messages with their reason.

Follow Up After an Unanswered Call

When a call to the phone bot or line ends without an answer and the caller is a known contact (their phone number matches a contact whose email was on file before the call), the caller joins the follow-up sequence. The first message mentions what the call was about. The sequence stops by itself when a later conversation resolves the question. Callers who are unknown, have not agreed to be contacted, or have unsubscribed are skipped and the reason is listed on the tab. Text messages in the follow-up wait until quiet hours end in the time zone you set.

If A Feature Is Missing

If Conversation Intelligence is not on the plan, the tab says so and promotions keep sending as usual. Staff can add the Conversation Intelligence package to the site.