When to use something else.
WHAT MESSAGING IS GOOD FOR
Quick questions Quotes and photographs Confirmations Ongoing conversation
WHAT IT IS POOR FOR
A permanent record Complex information Formal matters Anything needing documents Anything that must be found later
WHY
Conversations are hard to search, easy to lose, and tied to a device.
WHAT TO USE INSTEAD
Email, for anything needing a record Your order system, for orders Proper documents, for agreements
WHAT TO DO IN PRACTICE
Use messaging for the conversation Confirm the outcome by email or in your records
THE HANDOVER PROBLEM
A business whose entire customer history lives in one person's messages cannot continue without them.
WHAT TO ESTABLISH
That anything important is recorded elsewhere.
WHAT TO AVOID
Agreements existing only in a chat thread Orders tracked only in conversations
WHEN VOLUME GROWS
A proper system alongside messaging.
