Customer Communications - Overview

Dany Bouchard
Dany Bouchard
  • Updated



Customer communications refer to Emails and text messages sent to your customers directly from gaiia.

They are typically used to notify customers about important updates regarding their accounts, or on an ad-hoc basis by an agent.

Each communication is linked to a template from which it inherits its format and default content, and those templates can use merge tags to include dynamic information, such as the customer's name.

Guide: Customer communication

This article is part of a larger guide going over the concept of customer communication

Types of communications

Two different types of communications exists, each with their own particularities:

  • Custom messages: They can be sent manually by one of your organization's agent.
    The agent will be able to edit the content of the communication before sending it.

  • System messages: They are sent automatically by gaiia when a specific trigger condition is met, and are part of gaiia's workflows.



Templates are used to set the format and default content of a communication. They can utilize merge tags to display dynamic information, such as a customer's name or provider.

For system messages, each template is specifically linked to a single trigger.

In contrast, for custom messages, the agent has the discretion to select the most appropriate template from a list curated by your organization.

Templates can only be created and edited by users with the Communication permission enabled, check with your organization if you are unsure who has those permissions.



The channel used by a communication is based on the customer's preferences, the relevant template's configuration, and your workspace settings.

Each template can have an email and SMS version:

  • Email communication is natively supported by gaiia, and should always exist in the template.
  • SMS communications requires your organization to set up an external integration. Contact us if you require more information about this process.

If your organization doesn't set up an SMS integration, the email channel will always be used.



Each template can also have multiple translations, based on your supported languages.

It's important to always have a translation of each of your supported language, since communications will always be sent in the customer's preferred language.

If a template is missing the required translation, the communication will fail to send.

The list of supported language is not currently editable by your organization. If you need to apply modifications to the list, please contact us.


Communication history

A list of all communications sent to a customer can be found on their Account page, under the Communication tab.

Here, an agent can view details about each communication, such as its status, the date it was sent, the source of the communication, and more.


Agents can also use the Resend button, located in the left-hand UI-vertical-3-dots-menu.png menu of a communication, to attempt resending it with the same settings.

This is particularly useful when a client's contact information is updated and the communications need to be sent again.


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