The right message for each client, and nothing more
Every client gets one message at a time: the one that matters most for them today, worded for the channel they use. Choose a client to see what is sent and why, or play a journey message by message.
The decision is made once. Only its wording changes with the channel.
What we know about Kabo
- Situation
- Sent a first message yesterday
- Consent
- Given
- Wording
- Normal
- Visits
- None yet
- Weekly tips and events
- Not opted in
Next best message
Book a first visit
Dumela Kabo. Thank you for your message yesterday. Would you like to pick a time for a first visit this week? 1 Show me times 2 Not now 3 I have a question
Commitment. He made the first move yesterday. The message asks for one small next step and leaves room to say no.
How it was chosen
Three questions remove what should not be sent. What is left is ranked, and only the first is sent.
- May we send it?
- Outreach event notice He has not opted in to event notices.
- Collection reminder Only for clients who collect medication from Tebelopele.
- Is it relevant today?
- Visit reminder He has no visit booked.
- Visit feedback He has not had a visit yet.
- Is it right for this person?
Nothing held back here.
- Which comes first?
Action Likely Value Timing Priority Book a first visit 42% 9 ×1.2 4.5 Explain services and opening hours 35% 5 ×1 1.8 Offer a weekly health tip 20% 3 ×1 0.6 Priority = how likely Kabo is to respond × how much it matters for care × how timely it is today. The scores are examples. In service, likelihood is learned from every reply and every silence.
How the wording persuades, and where it stops
Each message leans on one principle from behavioural science. The one in use for Kabo is marked.
- Make it easy
- One clear step and a one-digit reply. Nothing to look up, nothing to remember.
- Commitment
- Build on a step the client has already chosen to take, and ask for one small next step.
- Reciprocity
- Give something useful first, such as directions or a health tip, before asking for anything.
- Social proof
- Show that people like them take part. Only with real figures from Tebelopele’s records.
- Authority
- Say who stands behind the message: a named nurse, or content approved by the Ministry of Health.
- Liking and belonging
- Their name, their language, a familiar greeting, someone from their own community.
- Honest scarcity
- Mention limited places or a date only when the limit is real.
We never use
- Fear or shame
- False urgency or invented deadlines
- Figures that do not come from Tebelopele’s records
- A health detail in the text of a message
- Another message after a client has stopped replying