Individual & Bulk messaging : User Story ( UX02US02)

1. Problem Statement

Core Problem

Utility company staff (Customer Service Executives, CSO call center agents, Utility Admin, Meter managers, and Billing managers) lack a unified messaging interface to efficiently communicate with customers through their preferred channels. The platform aims to solve this by providing:

1. An individual messaging interface for sending targeted communications to specific customers
2. A bulk messaging capability for sending the same message to multiple recipients simultaneously

Pain Points for Individual Messaging:

1. Users must switch between multiple communication platforms when sending messages to individual recipients
2. No unified interface for selecting appropriate communication channels based on recipient preferences
3. Inability to easily schedule follow-up messages from the same interface
4. Time-consuming process of composing similar messages multiple times for different recipients

Pain Points for Bulk Messaging:

1. Inefficient process for sending messages to multiple recipients simultaneously
2. Limited ability to personalize mass communications with recipient-specific details
3. Inability to efficiently target specific recipient segments or geographic areas
4. Challenges in scheduling important announcements in advance
5. No streamlined process for creating reusable templates for recurring communications
6. Time-consuming process of sending individual messages for widespread issues or announcements
7. Limited capabilities for managing and organizing recipient lists for different communication purposes

2. Who Are the Users Facing the Problem?

CSO Manager/Customer Service Executive: Responsible for overseeing all customer touchpoints and ensuring high-quality customer service. Needs to communicate with customers about service issues, account changes, and general inquiries.

Call Center Representative: Handles incoming customer calls and needs to follow up with customers regarding service requests, account updates, and issue resolutions.

Utility Administrator: Manages system settings and configurations, including communication channels, templates, and recipient lists. Oversees messaging standards and compliance.

Billing Manager: Responsible for billing operations and needs to communicate with customers about bills, payment issues, and collection activities.

Meter Manager: Oversees metering operations and needs to notify customers about meter reading schedules, usage patterns, and potential issues.

3. Jobs To Be Done

For CSO Manager/Customer Service Executive: When I need to respond to a customer inquiry, But I have to switch between multiple systems to find the customer's preferred contact method, Help me send messages through a unified interface that shows customer preferences, So that I can provide timely and consistent customer service through their preferred channels.

For Call Center Representative: When I need to follow up with a customer after a call over messages, But I don't have an efficient way to send and track these communications, Help me quickly send and schedule messages from within my main work interface, So that I can ensure proper messaging without extending call handling time.

For Utility Administrator: When I need to establish and manage effective customer communication capabilities across the organization, But I struggle with fragmented channel configurations, inconsistent templates, and scattered recipient lists, Help me administer all messaging components (channels, templates, recipient lists, and user permissions) from a centralized interface, So that I can ensure regulatory compliance, standardize communications, and optimize customer engagement across all departments.

For Billing Manager: When I need to notify customers about billing issues or updates, But I can't easily send personalized messages to multiple customers at once, Help me create bulk messages with personalization fields for specific customer segments, So that I can efficiently address billing matters with relevant customer groups.

For Meter Manager: When I need to inform customers about meter-related activities, But I have no efficient way to communicate with specific service areas, Help me send targeted messages to predefined lists of customers by area, So that I can keep customers informed about meter readings and maintenance activities.

4. Solution

The UtilityConnect Messaging feature provides a comprehensive communication platform that allows utility staff to send both individual and bulk messages to customers through their preferred channels, from a single unified interface.

Key Capability Areas:

1. Unified Messaging Interface

• Tabbed interface for individual and bulk messaging
• Integration with existing customer information systems

2. Multi-Channel Support

• Support for email, SMS, push notifications, and other communication channels
• Channel preference management by customer
• Channel-specific message formatting and limitations

3. Individual Messaging

• Channel selection based on customer preferences
• Message composition with formatting options of schedule delievry
• Subject line management for applicable channels

4. Bulk Messaging

• Recipient selection by audience type (consumers, technicians,businesses)
• Predefined recipient list selection from the lists
• Message configuration for bulk delivery

5. Scheduling and Delivery Options

• Schedule messages for future delivery
• Delivery time optimization based on customer preferences
• Estimated delivery time information for bulk

5. Major Steps Involved

For Individual Messaging :

1. Navigate to the Messaging section in the communication hub platform
2. Select the "Individual Message" tab
3. Select the preferred communication channel from the dropdown menu (required field)
4. if email is selected - then a recipient tab will show, if whatsapp/sms - then mobile number entering field.
5. Enter a subject line for the message (required for applicable channels like email)
6. Compose the message in the text editor
7. (Optional) Check the "Schedule for later" checkbox if the message should be sent at a future time
   • If checked, select the date and time for scheduled delivery
8. Click the "Send Message" button to deliver the message immediately or schedule it for later.
9. after the message is sent , a " message delivered " will be shown. ( shown in ui )

For Bulk Messaging:

1. Navigate to the Messaging section in the communication hub platform.
2. Select the "Bulk Messaging" tab
3. Under "Recipient Selection":
   • Select an audience type from the dropdown (e.g., "Consumers, technicians, busniess users")
   • Select a recipient list from the dropdown or upload a file with recipients, also show how many recipients that list contains.
4. Under "Message Configuration":
   • Select the communication channel from the dropdown menu
   • Compose the message in the text editor
   • (Optional) Use placeholders like [name], [email] to personalize the message
5. Under "Delivery Options":
   • (Optional) Check "Schedule for later" and select the desired delivery time
   • Review the estimated delivery date & time information
6. (Optional) Click "Save as Draft" to save the message for later completion
7. Click "Send Message" to initiate the bulk message delivery process

6. Flow Diagram

7. Business Rules

General Messaging Rules

• Messages can be sent to individual recipients or multiple recipients
• All messages must be sent through a selected communication channel
• Every message must have a channel selected before it can be sent
• Message subject is required for individual messages
• Message content is mandatory for all message types
• Users can schedule messages for later delivery

Channel Selection Rules

• Users must select a communication channel before sending any message
• Available channels are displayed in a dropdown menu
• Channel selection determines message delivery method
• Channel options are consistent across individual and bulk messaging

1. Channel-specific formatting rules:
   1. Email:
      1. Requires subject line
      2. Supports rich text formatting
      3. Can include placeholders for personalization
   2. SMS:
      1. Plain text only, no formatting
   3. WhatsApp:
      1. Plain text only, no formatting

Individual Message Rules

• Individual messages require recipient selection, channel, subject, and message content
• Subject field must be filled with relevant information about the message purpose
• Message content must be provided in the message body
• User can choose to schedule the message for later delivery

Bulk Messaging Rules

• Bulk messages can be sent to multiple recipients by selecting a predefined list
• An audience type must be selected before sending bulk messages
• A recipient list must be selected or uploaded for bulk messages
• Bulk messages require channel selection and message content and relative requirements related to whatsapp/sms & email.
• Personalization placeholders like [name], [email] can be used to customize bulk messages
• Estimated delivery time is displayed when scheduling bulk messages (within 15 minutes)

Recipient Selection Rules

• Individual messaging allows selection of a single recipient
• Bulk messaging requires either:
  • Selection of a predefined recipient list, or
  • Uploading a file containing recipient information
• Audience type must be selected for bulk messages (e.g., Consumers)

Delivery Options Rules

• Users can choose immediate delivery or scheduled delivery
• Scheduled messages display a date/time selector when "Schedule for later" is checked
• Bulk messages display estimated delivery time
• Once sent, messages cannot be recalled

User Interface Rules

• Messaging interface has two main tabs: Individual Message and Bulk Messaging
• Each tab displays relevant fields and options for that message type
• Error messages appear when required fields are not completed
• "Send Message" button is enabled only when all required fields are completed

Message Composition Rules

1. Recipient Email = Must be in valid email format (name@domain.com)
2. Subject Line = Required for email messages, optional for other channels
3. Message Content = Required for all message types
4. System must retain draft messages if user navigates away without sending

Scheduling Rules

1. Schedule for later = Optional toggle for delayed message delivery
2. Scheduled time must be in the future (cannot schedule for past dates/times)
3. Time zone for scheduling is based on system default or user preference settings

Error Handling

1. Invalid email format must display "Please enter a valid email address" error
2. Empty required fields must prevent message sending and highlight missing fields
3. Delivery failures must be logged and shown in history
4. Critical errors must be highlighted with distinct visual indicators ( red )

8. Sample Data

Recipient Email Samples:

• consumer1@gmail.com
• fieldtech@utilityco.com
• billing_manager@waterdistrict.org
• john.smith@cityelectric.net
• service_alerts@gasutility.com

Subject Line Samples:

• Upcoming Maintenance in Your Area
• Your April 2025 Billing Statement
• Service Appointment Confirmation
• Outage Update: Power Restoration Timeline
• Important: Water Service Interruption Notice

Message Content Samples:

Service Appointment Confirmation:

Dear Customer,

This is to confirm your service appointment scheduled for April 21, 2025, between 9:00 AM and 12:00 PM.

Our technician will need access to your meter located on the south side of your property. Please ensure the area is accessible.

If you need to reschedule, please contact our customer service team at 555-123-4567.

Thank you,
UtilityConnect Service Team

Payment Reminder:

Dear John Smith,

This is a friendly reminder that your utility payment of $127.35 is due on April 25, 2025.

You can make your payment online at www.utilityconnect.com or through our mobile app.

Please disregard this message if you have already made your payment.

Regards,
UtilityConnect Billing Department

Outage Notification:

IMPORTANT: We are currently experiencing an outage in your service area affecting approximately 200 customers. Our crews are working to restore service, with an estimated restoration time of 7:30 PM today.

For updates, visit our outage map at www.utilityconnect.com/outages or reply to this message for assistance.

We apologize for the inconvenience.

Channel Options:

• Email
• SMS
• WhatsApp
• In-App Notification

Schedule Options:

• Send immediately
• Schedule for April 18, 2025 at 8:00 AM
• Schedule for April 20, 2025 at 6:00 PM
• Schedule for April 22, 2025 at 9:00 AM

These sample data points would allow users to test the full functionality of the Compose Message page, including input validation, different message types across various channels, and scheduling options.

9. Acceptance Criteria

Individual Messaging Acceptance Criteria

1. The system must provide an "Individual Message" tab in the messaging interface
2. The system must require selection of a communication channel before sending an individual message
3. The system must provide a field for entering a subject when the selected channel is email
4. The system must show mobile number tab for both sms and whatsapp
5. The system must validate that the message content field is not empty before sending
6. The system must validate that the subject field is not empty before sending
7. The system must validate that the channel field and subtype(subject/ number) is not empty before sending
8. The system must allow scheduling individual messages for later delivery with date/time selection
9. The system must display a confirmation when an individual message is successfully sent.(as shown in ui)
10. The system must record all individual messages in the message history with timestamp and sender details(----)
11. The system must display delivery status for individual messages (sent, delivered, read, failed) in history(----)

Bulk Messaging Acceptance Criteria

1. The system must provide a "Bulk Messaging" tab in the messaging interface
2. The system must support audience type selection (e.g., Consumers, techinician ,Business users) for segmentation
3. The system must allow users to select from predefined recipient lists
4. The system must support recipient lists from the lists page.
5. The system must display the estimated number of recipients for the selected audience/list
6. The system must support placeholders (e.g., [name], [email]) for message personalization
7. The system must display estimated delivery time for bulk messages (e.g., "Within 15 minutes")
8. The system must handle partial failures in bulk messaging (e.g., some recipients are invalid)--(---)

10. Process Changes

11. Impact from Solving This Problem

12. User Behavior Tracking

User Behavior Tracking for Messaging Pages

Questions Answered By Tracking

1. Which communication channels yield the highest customer engagement?
2. What types of messages most effectively drive desired customer actions?
3. How does message personalization impact response rates?
4. What is the optimal timing for different types of communications?
5. Which templates and message formats are most effective?
6. How do communication patterns correlate with customer satisfaction metrics?
7. What is the ROI of different messaging approaches for different departments?
8. How effectively are staff utilizing the unified messaging platform?

Link - https://preview--utility-connect-hub-20.lovable.app/