Overview
The Send module is the engine room for outbound communications in CX Platform. It's where you bring your data, templates, and channels together to deliver personalised email, SMS, and print correspondence — whether you're sending a one-off message to a single recipient or a high-volume batch to thousands. Think of this guide as your at-a-glance reference: a summary of the headline features, the benefits they unlock, and a few examples of when you'd put each one to work.
Send capabilities at a glance
The table below pulls together the core capabilities you'll use in the Send module, grouped so you can quickly scan to the area you're interested in. Each feature is paired with the benefit it delivers and a real-world use case to help you picture it in action.
| Feature | Benefit | Use case |
|---|---|---|
| Single, batch, and API data payloads | Send the right way for the job — push one record at a time, upload a batch, or have data flow in automatically via API or SFTP. It keeps things accurate, scalable, and easy to manage. | Sending a one-off welcome email through the API, while also running a scheduled overnight batch of monthly statements pulled from your registry system. |
| Real-time document generation | Pull live data from your CRM, registry, or other source and generate a personalised, on-demand document in seconds, with no manual data entry. | A contact centre agent generates a personalised letter on the fly while still on the call with a member, using the latest data from your registry system. |
| Real-time data deduplication | Stop duplicates before they go out. Recipients only get one copy of each message, which protects your sender reputation and avoids the awkward "why did I get this twice?" calls. | Running a renewal campaign where the same customer appears twice in your data feed — dedup catches it so they only receive one notice. |
| Unsubscribe and bounce management | Stay on the right side of anti-spam regulations with a customisable unsubscribe page and automated bounce handling, all while keeping your deliverability healthy. | Automatically suppressing hard-bounced addresses from future sends so your sender reputation stays strong. |
| Inbound data ETL (transformation, validation, reconciliation) | Take messy data from different sources and turn it into clean, consistent, ready-to-send information, with reconciliation checks at every step so nothing slips through the cracks. | Receiving a daily customer feed from a legacy system, validating it against required fields, and reconciling counts before sending to make sure no records are dropped. |
| Email delivery | Enterprise-grade email built for high volume and high deliverability. Send thousands of emails per second with redundancy and real-time monitoring keeping things on track. | Sending a regulatory update to your entire customer base in a single window, with confidence it'll land in the inbox. |
| SMS and MMS | Reach people instantly with reliable, high-volume SMS and rich-media MMS, delivered globally with low latency and full compliance. | Sending a real-time payment confirmation or a service outage alert to thousands of customers within minutes. |
| Transactional and direct mail | Automate 1:1 and batch print-and-mail communications through certified BPO facilities, so your physical mail moves at the same pace as your digital channels. | Generating annual statements that are sent digitally to customers who've opted in, and printed and posted to those who haven't. |
| Authenticated landing pages | Share sensitive content securely behind a configurable login (like surname plus date of birth), so recipients access information confidently and your PII stays protected. | Linking from an email to a landing page where a member can view their personalised statement after a quick identity check. |
| Personalisation | Tailor messaging, images, and content to each recipient based on their data, behaviours, and preferences — making every communication feel relevant rather than generic. | Showing different product recommendations or imagery in the same email template based on each recipient's segment. |
| Real-time personalisation | Adapt content on the fly based on the latest customer behaviour and interactions across your ecosystem, so messages always reflect what's just happened. | Triggering a follow-up email that references a specific action a customer took on your website earlier that day. |
| Failover between channels | If a primary channel doesn't reach the recipient, the platform automatically tries the next best one — so important messages still get through. | An email bounces, so the platform falls back to SMS to make sure a time-sensitive notification still lands. |
| Journey automation | Connect a series of communications into an automated, intelligent journey that responds to real-time data and customer actions. | Welcoming a new member with a sequence of emails and SMS over their first 30 days, with content that adapts based on what they've engaged with. |
| Channel optimisation (next best channel) | Send each message via the channel that's most likely to land — based on what the data tells you about how each customer engages. | Reaching a customer who consistently opens SMS but ignores email by defaulting to SMS for their reminders. |
| No-code visual editor | Design responsive, on-brand email templates with a drag-and-drop interface — no developer required. The output is clean, semantic HTML that works across email clients. | A marketing team member updates the hero image and copy on next month's newsletter without filing a ticket with IT. |
| Generative AI for email | Refine tone, tighten messaging, or generate fresh copy directly inside the visual editor using built-in AI prompts. | Quickly generating three subject line variants for an A/B test without leaving the editor. |
| Content blocks | Build reusable components — hero sections, tables, signatures, and the like — once, then drop them into any template. Update once, update everywhere. | Refreshing your email signature block centrally so every campaign template inherits the new version automatically. |
| Asset library | Keep all your images and digital assets in one secure, organised place, available at the application level or shared globally. | Storing your logo, hero imagery, and seasonal banners centrally so any team member can grab the latest approved versions. |
| Time-based scheduling | Schedule a send for right now, a future date and time, or on a recurring cadence — so communications go out exactly when they should. | Scheduling a weekly digest to land in inboxes every Monday at 9am. |
| Action-based and API-triggered scheduling | Trigger a send the moment something happens — a form submission, a system event, an API call — for genuinely real-time communications. | Firing off an immediate confirmation SMS the second a customer completes a digital application form. |
| Throttling and load management | Control how fast messages go out so you don't flood your contact centre, exceed provider limits, or trip deliverability thresholds. | Releasing a campaign in batches over a few hours so your call centre can handle the response volume comfortably. |
| Secure link attachments | Send sensitive documents via a secure, trackable link in the email body — so you know when recipients have actually opened them. | Sending a personalised statement as a tracked link, then using the engagement data to follow up with anyone who hasn't viewed it. |
| Direct email attachments | Attach files like PDFs straight to an email when a familiar, traditional delivery method is what's needed. | Attaching a signed contract PDF to a confirmation email after a customer completes onboarding. |
| Authentication to view attachments | Add a verification step (like surname and date of birth) before recipients can open sensitive attachments — keeping PII protected without the friction of a full login. | Sharing a personalised tax document via email that requires the recipient to verify their identity before viewing. |
| Channel performance dashboard | See how your sends are performing across email, SMS, direct mail, and forms — engagement, delivery rates, conversions, the lot — all in one place. | Reviewing last month's email open and click rates by campaign to work out what's resonating with your audience. |
| Customer history audit trail | Get a 1:1 record of every interaction with each customer — sends, opens, clicks, bounces, devices, IP addresses — for compliance and service support. | Pulling up a customer's full communication history to resolve a "I never received that" query while they're on the phone. |
| User audit trail | Track who changed what and when across templates and settings, with timestamps on every modification. | Reviewing recent template edits during a compliance audit to confirm changes were authorised and properly approved. |
| Document archival and retrieval | Every piece of correspondence is securely stored and instantly retrievable — exact replicas of what the customer received, not summaries or copies. | A call centre agent pulling up the exact email a customer received last month to resolve a query in real time. |
| Preview and resend | Quickly preview an archived communication and resend it 1:1 on demand — handy for service recovery and customer support. | Resending a lost statement to a customer straight from the archive without having to regenerate it from scratch. |