Conditional Messaging, what is it?

Conditional messaging is a component within MessageSMART™ that was rolled out progressively in 2007 to our web based and enterprise versions of MessageSMART™.

In simple terms, conditional messaging allows the message content to be dependent (or to be conditional) on the profile of the recipient. Within one process, the business is able to cater for multiple outcomes.

Below are a few examples of what MessageSMART™ can do in terms of conditional messaging:

Example 1 (Appointment Reminders - Multi-Location Health Practice)

Business Challenge:

How can the multi-location "HealthCare Group" run ONE appointment reminder SMS process, but catering for different location's contact details?

Solution:

Using conditional messaging within MessageSMART, HealthCare Group only needs one process to run (or upload) the appointment reminder details, and the SMS messages will be customised depending on which location the patient is booked in at.

Sample Messages:

Dear John, this is a reminder of your appointment tomorrow at Blacktown Clinic at 1.00 PM. We look forward to seeing you. Rgds Jenny, HealthCare Group 9675 4321.
Dear Mary, this is a reminder of your appointment tomorrow at Gosford Clinic at 9.00 AM. We look forward to seeing you. Rgds Kylie, HealthCare Group 4251 2563.
Dear David, this is a reminder of your appointment tomorrow at Sydney Clinic at 11.00 AM. We look forward to seeing you. Rgds Brenda, HealthCare Group 9262 2555.

Example 2 (Credit Collections - Industrial Supplier)

Business Challenge:

How can the Accounts Payable department of an "Industrial INC", run ONE credit notification process for all its debtors with different status on their credit account.

Solution:

Using conditional messaging within MessageSMART, Industrial INC only needs one process to run (or upload) the credit information, and the SMS messages will be customised depending on the status of the credit account

Sample Messages:

Hi Phil, this is a courtesy reminder that your account balance of $ 567.00 is due on 29th Feb. Rgds Jo-Anne, Industrial INC Credit 8262 5987.
Hi John, this is to inform you that your account balance of $ 212.00 is overdue and needs immediate payment. Rgds Jo-Anne, Industrial INC Credit 8262 5987.
Hi Joe, we have placed a credit stop on your account as your balance is now overdue for 30 days. Pls call Jo-Anne, Industrial INC Credit on 8262 5987.

Note: the above examples for SMS can also apply to email messaging with text and images being conditional.

If you have any questions with regards to conditional messaging in MessageSMART™ or would like to know more, feel free to email us on info@irwinsolutions.com or simply call 1300 88 84 88.