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Published on 24 September 2025

Planning for Messaging: Making It Work, Not Just Happen

Messaging is popping up all over customer service teams. WhatsApp, in-app chat, SMS – you name it, someone’s testing it. But here’s the truth: just launching a messaging channel isn’t enough. Doing it well takes some serious thought.

The struggles are real

Everyone’s starting from a different place. Some teams are heavily rooted in voice and are now exploring how to introduce messaging without rocking the boat. That brings up all kinds of questions – do you need a dedicated messaging team, or can voice agents do both? Does messaging get its own space, or sit alongside everything else?

This article was first published in the 2025 Best Practice Guide - Raising Standards

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Planning for Messaging: Making It Work, Not Just Happen