Family communication involves the identity of the contact person and the scope of authorization. Just because a mobile phone number can receive notifications does not mean that the corresponding contact can view all service information. Access rules for message reception, file query and historical communication should be set separately.

Contact relationship

A service object may have multiple contacts, and the information receiving range is not necessarily the same. Verify the contact relationship and authorization first, and then configure the viewable service content. All messages cannot be sent to all contacts by default.

Message content

The communication portal is suitable for providing appointment confirmation, service arrangement and authorized record summary. Unnecessarily sensitive details should be avoided in the message. Details should be viewed through a controlled page rather than being scattered in the notification text for a long time.

Feedback closed loop

Issues raised by family members should be entered into records that can be followed up, and the responsible positions should be marked. Communication records need to be appropriately associated with business tasks, which not only makes it easier to find the processing process, but also avoids mistaking the number of chats for service quality.

Scenario verification

You can test the situation of contact replacement: when the new contact starts to receive information, whether the access of the original contact is stopped, and who can view the historical communication records. Authorization changes need to be implemented through two entrances: notification and query.

Specific verification method

Send a new notification after changing the contact, and check whether the old contact has stopped receiving; use the new account to query historical data to confirm that the authorization scope is correct; directly access the details link after canceling authorization, and then check whether the notification task still sends messages to the original contact method.

Authorization changes must be implemented simultaneously to the query and notification portals. The communication record retains the contact person and the sending result at that time, so that the staff can verify who the message was sent to and what matters still need to be contacted.