A message that refers to the actual visit, not a template.
Customer Engagement is the part of UMI that makes a message start from an actual visit rather than a template: a recovery message after a complaint, a satisfaction check once it is resolved, recognition on a verified occasion. Next on the path is UMI deciding on its own which message is worth sending and which would land as marketing — because most customer communication is scheduled rather than caused.
Marketing and operations teams talking to their own customers, using what the visit itself recorded.
Three were worth a message. Two were not.
This is how the decision should work, and what the next layer is built on: two were held back — one because that customer has a complaint still open, one because she had already been messaged twice this week. Every decision keeps its reason attached, and every message carries an opt-out.
A recovery case closed four days ago.
Guest accepted a comped dessert and said it was fine.Fifth month of weekly visits completed.
Same order, same morning, since March.First visit in five weeks.
Previously weekly. Came back yesterday.Seasonal offer scheduled for this segment.
She is in it. So is an open complaint.New menu launch, ready to announce.
Already contacted Monday and Wednesday.“We wanted to check the evening actually ended well — not just the complaint.”
Sent · because a case closed, not because it is Thursday“Five months of Tuesday mornings. Your next one is on us.”
Sent · on the day it completed“Good to see you back. Same table next time?”
Sent · the only moment this means anythingSeasonal offer — 20% off this weekend
Held · she is waiting on an unresolved complaintNew menu launch
Held · third message this weekFewer messages, each with a reason you could say out loud.
Who is on the list this week?
- Send volume is the measure
- Suppression is an afterthought
- Relevance is assumed, never checked
Did anything happen worth mentioning?
- Every send names its cause
- Holds are recorded as decisions
- Silence during an open complaint is the default
What did you send last month, and why that day?
If the honest answer is “because it was scheduled”, the messages were competing with the experience rather than supporting it. We will replay a month of your customers’ reviews and cases and show which moments deserved a message — and which deserved silence.
No account required. A UMI team member will follow up.