Automation & Orchestration

Automation is a familiar idea. Many teams already use simple workflows to send welcome messages, run reminders, or trigger surveys when something changes.

As programs expand across regions, channels, and teams, automation needs to do more than fire off a reply. It needs to coordinate journeys, apply the right logic, respect consent, and adapt to real world conditions.

This is where Automated Services come in. A Service brings structure to the moments when people interact with your organization. It helps your system decide what should happen, when it should happen, and who it should happen for.

Instead of isolated steps, Services act as the logic layer that keeps communication clear, consistent, and responsive across SMS, WhatsApp, Viber, voice, and other channels.

What a Service Really Is

A Service in Telerivet is a reusable piece of logic that runs whenever something important happens.

Every Service follows a similar pattern:

1. Trigger
A message arrives. A keyword is sent. A date passes. A delivery status changes. A payment event occurs. A system update fires.

2. Logic
The Service checks consent, validates the input, applies rules, identifies the correct segment, or updates the contact or program record.

3. Action
It sends a message, starts a campaign, awards a reward, escalates an issue, updates a database, or stores structured data for analysis.

This pattern is simple but powerful because it works across channels, markets, and industries.

Campaigns handle messaging scale. Routes handle delivery and fallbacks. Contacts determine whom to reach. Services decide what should happen next. Together they form a complete communication system.

The Six Universal Patterns of Automated Services

Across industries, these are the core automation patterns that appear again and again.

1. Response and Intent Handling
Welcome flows, HELP menus, language selection, keyword replies, and basic FAQ services.

2. Consent and Compliance
STOP and SUBSCRIBE handling, suppressions, reactivation flows, audit history, and frequency controls.

3. Surveys and Data Collection
Structured polls, multi question flows, reminders for non responders, and simple validation.

4. Eligibility and Validation
Code checks, reward eligibility, duplicate blocking, anti fraud rules, and identity confirmation.

5. Scheduling and Follow Up
Appointment reminders, refill cycles, periodic check ins, and attendance tracking.

6. Event Triggered Journeys
Shipment updates, field reports, ticket confirmations, payment milestones, and other system driven events.

These patterns can be combined and reused to support almost any communication workflow.

Why This Matters at Scale

As programs grow, automation must do more than send messages. It must protect relationships, reduce manual work, and deliver consistent outcomes across markets.

Automated Services matter because they:

Enforce consent and trust
STOP means stop everywhere. Re opt in happens only when the customer requests it. Permissions stay accurate across channels.

Maintain continuity during failures
If WhatsApp does not deliver, Routes move traffic to SMS or another channel automatically. Workflows never break.

Support many markets without rebuilding flows
One Service can run in multiple regions with different providers, shortcodes, or regulations. The logic stays the same.

Reduce operational load
Teams do not need to manually filter replies, track attendance, confirm deliveries, or clean survey data. Services handle this instantly.

Improve data quality
Surveys, field reports, code validations, and reminders follow consistent rules so program data stays clean and reliable.

Handle uneven digital environments
Services adapt to SMS, USSD, WhatsApp, or Viber depending on what works locally, giving programs resilience in low bandwidth areas.

Shorten time to launch
Once a workflow is built, it can be reused for new campaigns, markets, and product lines with minimal adjustments.

These capabilities make communication predictable, scalable, and resilient.

Services in Action Across Industries

Below are simple examples that follow the same pattern:
a moment triggers the flow, logic determines what should happen, and the Service takes action.

FMCG and Retail
▶️ A customer texts a code to your branded shortcode.
System validates the code, blocks duplicates, and identifies the correct reward.
It sends a message awarding data or airtime instantly or a “better luck next time” reply and updates loyalty records.

Logistics and Mobility
▶️ A driver submits a delivery update.
System matches the order ID and checks the status.
It notifies the customer or escalates exceptions to operations.

Healthcare and Humanitarian Programs
▶️ A patient approaches a visit date.
System checks past attendance and preferred channel.
It sends a reminder, prompts confirmation, and logs the response.

Financial Services and Agriculture
▶️ A payment event occurs.
System updates the record.
It sends a confirmation and next steps based on the repayment cycle.

Education, Events, and Training
▶️ A student signs up for a class.
System checks the schedule and identifies the correct cohort.
It sends reminders before class, confirms attendance, and shares a feedback poll after the session.

Media, Advocacy, and Community Programs
▶️ A poll or feedback cycle opens.
System tracks participation, applies any skip logic, and stores responses.
It sends follow up information or flags critical replies for human review.

Different industries. Same core flow.

Common Automation Examples

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Services, Routes, Contacts, and Campaigns

These four layers make Telerivet systems reliable and complete.

Contacts decides the audience to reach.
Services decide what should happen.
Routes decide how to deliver.
Campaigns scale communication.

Together, they turn fragmented messaging into a communication system that adapts automatically and stays aligned with consent, context, and customer needs.