Product capability · customer follow-up

Keep follow-up connected to context, permission, review, and recovery.

LBOS can organize a customer follow-up path around what is known, what is allowed, who reviews it, and what happens when the expected send path does not complete.

Can the team understand why a follow-up exists and who owns what happens next?

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Follow-up workIllustrative operating model
Customer contextReason for follow-up retained
Ready for review
Channel definedPermission visible
Owner boundaryPreview before send

One governed follow-up path

Make the reason, message state, and owner readable together.

Follow-up is useful when the team can inspect the relationship and control the next action—not when a message disappears into an automation list.

  1. 01

    Retain the reason

    Keep the customer need, previous work, and intended next step together.

  2. 02

    Check the boundary

    Make channel, consent, content, and approval requirements explicit.

  3. 03

    Show the send state

    Distinguish prepared, approved, sent, failed, and stopped work.

  4. 04

    Preserve recovery

    Keep failure evidence and the responsible human path visible.

Permission is part of the work

A prepared message is not the same as permission to send.

The product story separates useful preparation from a consequential customer action and keeps the result state inspectable.

Can prepareDefined context and draft content
Needs reviewOwner-selected message or action
Can stopMissing consent or unsupported path
Can recoverFailure evidence and human ownership

Questions

Understand the customer follow-up model.

Does every follow-up send automatically?

No. The operating path can prepare context, require preview or approval, stop unsupported work, or hand the next step to a person.

How is customer permission handled?

Consent, channel rules, opt-out handling, and the source of customer context must be defined for the specific implementation.

What happens when a send path fails?

Failure state, result evidence, retry posture, and the human recovery owner remain visible instead of being treated as a successful follow-up.

One workflow is enough to begin

Build the system around one real workflow.

Bring one recurring follow-up workflow, the customer context it needs, the permission boundary, and the person who owns exceptions.

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