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A payment failed. A shipment stalled in a carrier’s network. A subscription is about to renew on an expired card. A booking was double-allocated. In every one of those, the customer finds out on their own schedule — usually later, usually annoyed, usually after the problem got worse. Reactive support closes the ticket that follows. Proactive support means there is no ticket.
This is only possible because the agent already watches your systems. Support tools see conversations. Tied sees the order, the subscription, the shipment and the account, continuously — so there is something to notice before anyone writes in.

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How a proactive conversation starts

A watcher fires

Provider state changes in a way you told Tied to care about — a payment failure, a tracking event that stopped moving, a renewal about to fail, a threshold crossed.

The agent works out whether reaching out is appropriate

Is this customer already in a conversation about it? Did we contact them yesterday about something else? Is the problem actually theirs to act on, or will it clear itself?

It checks consent

Recorded, attributable opt-in for outbound contact on this channel. No consent, no message.

It reaches out, with the fix ready

Not “we noticed a problem, please contact us” — the problem named, what it means, and the action that resolves it, ready to take in the thread.

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Four trigger sources

A conversation counts as proactive when the trigger came from one of those and the first message in it went outbound. That combination is what separates genuine prevention from a fast reply, and it is checked rather than asserted. It is tempting to treat platform approval as the blocker on proactive messaging. It is not.
Messaging a customer who did not contact you first requires a defensible opt-in path — recorded, attributable to a person and a moment, and auditable afterwards. That is a legal requirement in most of the places you operate and a channel requirement in several. Tied will not send proactive messages to a contact with no recorded consent for that channel, and the record is what you produce if anyone ever asks.
Get the consent path right and everything else is engineering. Get it wrong and the best-built proactive system in the category is unusable.

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Prove it on web chat first

Web chat has no platform gatekeeper, so the entire proactive loop — watcher, appropriateness reasoning, consent check, outreach, resolution — can be proven end to end without waiting on anyone. That is the right sequence:
  1. Build and wire the watchers for your account.
  2. Prove the loop in the sandbox and on a live web-chat inbox.
  3. Promote to Apple Messages for Business or RCS once brand onboarding completes.
Platform onboarding is calendar time you wait through, not work you do — so start it in parallel with the engineering rather than after it. See Registration.

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Who gets it

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What it costs

A proactive resolution is classified and priced like any other, by its class. It still only bills on a positive signal, still voids on a reopen inside 30 days, and still voids retroactively on negative feedback.

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Next

Actions and tools

The connected systems the watchers watch.

Campaigns

Scheduled outbound to a defined audience — a different tool for a different job.

Resolution pricing

How a resolution is classified and priced.

Registration

The four-to-six-week queue to start now.