Blog
Page 2 of 10.
5 August 2026 · 4 min read
Working out who actually sent that message
The From header is a claim. What authentication results actually prove, how to check a sender against what you already know, and why identity should never authorise an action.
5 August 2026 · 4 min read
You already send with a transactional provider. Now it has to receive
Resend, Postmark, SendGrid, and Mailgun send well. The moment an agent has to read replies you need threading, contact memory, and an inbox, which is a different product.
5 August 2026 · 4 min read
Getting a damaged sending domain back
Reputation falls fast and returns slowly. How to tell what actually broke, whether to repair or start a new subdomain, and the schedule that gets you back without a second collapse.
5 August 2026 · 5 min read
Putting an agent on an inbox that already has traffic
Starting an agent on a new address is easy. Moving one that customers already write to, with expectations and history attached, needs a different plan.
5 August 2026 · 5 min read
Making an agent answer only what it can prove
The expensive failure is not a wrong tone, it is a fluent invented fact a customer believes. How to require a source for every claim, and what to do when there is not one.
5 August 2026 · 4 min read
Building the agent's mail layer yourself on SES
SES is cheap and capable, and an agent needs a dozen things it does not provide. An honest list of what you would build, how long it takes, and when doing it is the right call.
5 August 2026 · 4 min read
Renewals, lapses, and the members who meant to come back
Most lapsed members did not decide to leave, they missed a card expiry and a reminder. What an agent should send, when to stop, and why cancellation is the conversation worth handling well.
5 August 2026 · 4 min read
Taking the details of a claim without deciding anything
First notification of loss is structured data collection arriving as prose, at the worst moment in a customer's year. What an agent gathers, and why coverage decisions must stay untouched.
5 August 2026 · 4 min read
Booking enquiries that arrive while the desk is busy
Availability, rates, and the twenty questions before a booking arrive at the worst moments. What an agent answers from the property management system, and what stays with the desk.
5 August 2026 · 4 min read
Admissions email, where every applicant thinks they are the only one
Admissions inboxes spike at deadlines and every message is important to the person who sent it. What an agent answers, what it must never decide, and the safeguarding line.
5 August 2026 · 4 min read
Quote requests that arrive while you are on a roof
Trades lose work by not replying, not by quoting badly. What an agent can do with an enquiry before anyone reaches a laptop, and why it must never put a number on anything.
5 August 2026 · 4 min read
Where an agent fits if you already run a helpdesk
You already have a ticketing system and it is not going anywhere. Four ways to add an agent around it, which one to pick, and how to avoid two systems answering the same customer.