01Agree one calendar
Start with the thing every market already has: a publishing plan. Decide who owns each brand and region, how campaigns are named and which approval path each kind of post follows. A shared calendar is the first place teams see each other’s work.
Before you move on- List every brand, market and channel, with one named owner each.
- Agree a naming scheme for campaigns before anything is imported.
- Write down the approval path for routine, promotional and regulated posts.
Related suite: Social Publishing →
02Set governance before content
Approval rules written after launch are rules nobody follows. Sort changes into a fast path and a full path, name the approvers and their deputies, and decide what the record must show when someone asks who signed off.
Before you move on- Define which changes take the fast path and which need legal review.
- Give every approver a deputy and a deadline.
- Decide how long drafts, comments and approvals are kept.
Related suite: Marketing Orchestration →
03Map intents to skills
Routing fails when it mirrors the org chart instead of the customer’s question. List the twenty most common intents, match each to a skill group and set overflow for the busiest hours. Test with last month’s cases before go-live.
Before you move on- Pull the most common intents from recent cases.
- Match each intent to one skill group and one fallback.
- Replay a week of past cases through the rules and review the misses.
Related suite: Customer Service →
04Pilot with one queue
Choose one queue and a handful of topics for assisted replies and automated answers. Define success before you start, review conversations weekly and widen the scope only when the numbers and the agents agree.
Before you move on- Pick topics with clear, approved answers.
- Set the measure of success and the threshold for handover.
- Review a sample of conversations with agents every week.
Related suite: Conversational AI →
05Connect the data
Dashboards built before identifiers are agreed will be rebuilt. Work with your data team on customer identifiers, retention by region and the export schedule, then build reports on tables everyone recognises.
Before you move on- Agree the customer and campaign identifiers shared with other systems.
- Set retention by data type and region.
- Schedule exports and name an owner for schema changes.
Related suite: Insights and Data →
06Run the security review early
Bring IT and security in before the first workshop, not after the contract. Walk through identity, roles, audit export and data residency in that order, and leave with a list of the evidence the review board needs.
Before you move on- Connect single sign-on and provisioning in a test tenant.
- Map roles to the groups already in your identity provider.
- Confirm the data region and the audit export with your review board.
Related suite: Governance and Trust →