Communication Scenarios

1. Overview

This document defines specific communication scenarios, message sequences, and timing rules for the async communication system. Each scenario describes the trigger, message flow, timing, and channel selection.

2. Scenario Categories

Category Description Priority

Registration

Messages related to event/membership registration flow

High

Payment

Payment reminders and confirmation messages

High

Membership

Membership lifecycle communications

Medium

Event

Pre-event, day-of, and post-event communications

High

Emergency

Urgent broadcasts for cancellations and alerts

Critical

3. Registration Scenarios

3.1. REG-001: Registration Confirmation

Scenario ID REG-001

Trigger

Registration created (any payment status)

Channel Priority

Email > WhatsApp > SMS

Timing

Immediate (within 5 minutes of registration)

Message Content

  • Registration details (event name, date, location)

  • Registration reference number

  • Payment status and next steps

  • Link to view/manage registration

Conditions

  • Always sent regardless of payment status

  • Different template for paid vs unpaid registrations

3.2. REG-002: Abandoned Registration Recovery

Scenario ID REG-002

Trigger

Registration created but not paid within 24 hours

Channel Priority

Email > WhatsApp

Message Sequence

  1. +24 hours: First reminder - friendly nudge

  2. +72 hours: Second reminder - urgency (spots filling)

  3. +7 days: Final reminder - last chance before cancellation

Cutoff Rules

  • Stop sequence if payment received

  • Stop sequence 7 days before event

  • Maximum 3 reminders per registration

Content Variables

  • Registration details

  • Outstanding amount

  • Payment link

  • Days until event

4. Payment Scenarios

4.1. PAY-001: Payment Reminder Sequence

Scenario ID PAY-001

Trigger

Unpaid registration exists

Channel Priority

Email > SMS > WhatsApp

Message Sequence
Timing Message Channel

+24h

Friendly reminder with payment link

Email

+72h

Second reminder, mention event date approaching

Email + SMS

+7d

Final notice before auto-cancellation

Email + WhatsApp

Business Rules

  • Pause sequence during weekends (resume Monday)

  • No messages between 20:00 and 08:00 local time

  • Stop immediately on payment receipt

  • Stop 48 hours before event start

Escalation

If unpaid after final reminder, flag for manual review

4.2. PAY-002: Payment Confirmation

Scenario ID PAY-002

Trigger

Payment successfully processed

Channel Priority

Email (required) + WhatsApp (if opted in)

Timing

Immediate (within 2 minutes)

Message Content

  • Payment receipt/confirmation

  • Updated registration status

  • What happens next (seeding, prep instructions)

  • Contact information for queries

4.3. PAY-003: Payment Failed

Scenario ID PAY-003

Trigger

Payment attempt failed

Channel Priority

Email > SMS

Timing

Immediate

Message Content

  • Notification of failed payment

  • Possible reasons (generic)

  • Alternative payment options

  • Link to retry payment

  • Support contact

Follow-up

Enter PAY-001 reminder sequence if not resolved within 4 hours

5. Membership Scenarios

5.1. MEM-001: Welcome Sequence

Scenario ID MEM-001

Trigger

New membership activated (payment confirmed)

Channel Priority

Email (primary) + WhatsApp (optional)

Message Sequence
Timing Content

Immediate

Welcome email with membership details, card/number

+3 days

Getting started guide, key benefits reminder

+7 days

First event invitation or engagement prompt

5.2. MEM-002: Expiry Warning Sequence

Scenario ID MEM-002

Trigger

Membership expiry approaching

Channel Priority

Email > WhatsApp > SMS

Message Sequence
Timing Message Notes

-60 days

Early renewal discount offer

Email only

-30 days

Renewal reminder with benefits summary

Email + WhatsApp

-14 days

Urgent renewal notice

All channels

-7 days

Final reminder before expiry

All channels

-1 day

Last chance notification

SMS + WhatsApp

Business Rules

  • Stop sequence immediately on renewal

  • Different messaging for auto-renew vs manual renewal

  • Include renewal link in all messages

5.3. MEM-003: Expired Membership

Scenario ID MEM-003

Trigger

Membership has expired

Channel Priority

Email > WhatsApp

Message Sequence
Timing Content

+1 day

Membership expired notification, rejoin offer

+7 days

Win-back message with special offer

+30 days

Final "we miss you" message

Business Rules

  • Maximum 3 messages post-expiry

  • Stop if member rejoins

  • 90-day quiet period before any further contact

6. Event Scenarios

6.1. EVT-001: Pre-Event Sequence

Scenario ID EVT-001

Trigger

Participant registered and paid for upcoming event

Channel Priority

Email (detailed) + WhatsApp (reminders)

Message Sequence
Timing Content Channel

-14 days

Event preparation guide, what to bring, schedule

Email

-7 days

Reminder with venue details, parking, logistics

Email + WhatsApp

-3 days

Final prep reminder, weather forecast, last-minute info

WhatsApp

-1 day

"See you tomorrow" with key details

WhatsApp + SMS

Content Variables

  • Event name, date, time

  • Venue address with map link

  • Participant-specific details (start time, seeding)

  • Weather forecast (day before only)

  • Emergency contact numbers

6.2. EVT-002: Seeding Notification

Scenario ID EVT-002

Trigger

Seeding/heat allocation published

Channel Priority

Email + WhatsApp

Timing

Within 1 hour of seeding publication

Message Content

  • Participant’s assigned heat/group/start time

  • Link to full seeding list

  • Any specific instructions for their group

6.3. EVT-003: Results Notification

Scenario ID EVT-003

Trigger

Event results published

Channel Priority

Email (full) + WhatsApp (summary)

Timing

Within 2 hours of results publication

Message Content

  • Participant’s result/position

  • Link to full results

  • Photos/media links (if available)

  • Next event promotion

6.4. EVT-004: Post-Event Follow-up

Scenario ID EVT-004

Trigger

Event completed

Channel Priority

Email

Timing

+2 days after event

Message Content

  • Thank you for participating

  • Feedback survey link

  • Photos/media gallery link

  • Next event dates and early-bird offers

7. Emergency Scenarios

7.1. EMG-001: Event Cancellation

Scenario ID EMG-001

Trigger

Event cancelled (admin action)

Channel Priority

All channels simultaneously (SMS + WhatsApp + Email)

Timing

Immediate - bypass all scheduling rules

Message Content

  • Clear cancellation notice

  • Reason (weather, safety, etc.)

  • Refund/credit information

  • Alternative event options (if available)

  • Contact for queries

Target Audience

All registered participants (paid and unpaid)

Special Rules

  • Override quiet hours

  • Override opt-out for transactional messages

  • Delivery confirmation required

  • Retry failed deliveries aggressively

7.2. EMG-002: Venue Change

Scenario ID EMG-002

Trigger

Event venue changed (admin action)

Channel Priority

SMS + WhatsApp (immediate) + Email (detailed)

Timing

Immediate

Message Content

  • Clear venue change notice

  • New venue address with map link

  • Updated logistics (parking, directions)

  • Original event time confirmation

7.3. EMG-003: Safety Alert

Scenario ID EMG-003

Trigger

Safety alert issued (admin action)

Channel Priority

SMS (immediate) + WhatsApp

Timing

Immediate

Message Content

  • Clear, concise alert message

  • Required action (if any)

  • Emergency contact numbers

8. Timing Rules Summary

8.1. Quiet Hours

Rule Details

Night quiet hours

No messages between 20:00 and 08:00 local time

Weekend handling

Payment reminders pause Sat-Sun, resume Monday 09:00

Holiday handling

To be defined per region

8.2. Cutoff Rules

Scenario Type Cutoff Rule

Payment reminders

Stop 48 hours before event

Pre-event communications

Last message 1 day before event

Membership renewals

Continue until expiry date

Emergency

No cutoff - always deliver

8.3. Rate Limits

Limit Type Value

Per-person per day

Maximum 3 messages (excluding emergency)

Per-scenario total

As defined in scenario (typically 3-5 messages)

Minimum interval

4 hours between messages to same person (same scenario)

9. Channel Selection Logic

9.1. Priority Resolution

1. Check customer channel preference
2. If preference set → use preferred channel
3. If preference not set → use scenario default priority
4. If primary channel fails → attempt next in priority order
5. If all channels fail → flag for manual follow-up

9.2. Channel Capabilities

Feature Email SMS WhatsApp

Rich formatting

Yes

No

Yes

Attachments

Yes

No

Limited

Character limit

None

160 (or 1600 concatenated)

4096

Template required

No

No

Yes (Meta approved)

Delivery confirmation

Limited

Yes

Yes

Read receipts

No

No

Yes

10. Open Questions

The following timing and rule details require stakeholder input:

  • Specific quiet hours for different regions/timezones

  • Holiday calendar for pausing non-urgent communications

  • Exact retry intervals for failed deliveries

  • Auto-cancellation timing for unpaid registrations

  • Grace period for expired memberships

11. Related Documentation