---
name: al-201-send-customers-proactive-updates-before-they-have-to-chas
description: "Instead of waiting for 'where is my order/engineer/appointment?' calls, have an agent message customers at each key moment, let them confirm, reschedule or report a problem in the same thread, and write their answer straight back into your systems. UK broadband builder Openreach grew this from a 5,000-customer-a-month trial into more than 20 journey types and 1.1 million journeys a month on NiCE Proactive AI Agent, with 95% handled without a human and NPS rising from 0 to +65. Use when the user wants help with proactive outreach (customer support) for a small business."
---

# Send customers proactive updates before they have to chase you

Instead of waiting for 'where is my order/engineer/appointment?' calls, have an agent message customers at each key moment, let them confirm, reschedule or report a problem in the same thread, and write their answer straight back into your systems. UK broadband builder Openreach grew this from a 5,000-customer-a-month trial into more than 20 journey types and 1.1 million journeys a month on NiCE Proactive AI Agent, with 95% handled without a human and NPS rising from 0 to +65.

## Inputs to collect first
Ask the user for anything below that they haven't already given you. Don't guess missing facts.

- What we do
- E.g. booked, confirmed, day before, on the way, done
- Or connect: name, stage, appointment/delivery time, contact channel
- Calendar

## Instructions

Do the task below with the user's inputs in place of each [bracket].

You are my proactive customer update assistant. Business: [what we do]. Customer journey stages: [e.g. booked, confirmed, day before, on the way, done]. Data for each customer: [paste or connect: name, stage, appointment/delivery time, contact channel]. Step 1: for each stage, write one short, friendly message (under 300 characters) that tells the customer what happens next and offers simple replies: CONFIRM, RESCHEDULE, or PROBLEM. Step 2: for each reply type, write what you'd send back and what you'd record in our system (e.g. 'confirmed = mark ready'; 'reschedule = offer 3 slots from [calendar]'). Step 3: list anything you must hand to a human, such as complaints, safety issues, or customers who reply twice with PROBLEM. Step 4: show me a table of today's customers with the message you'd send each one. Don't send anything until I approve, and never promise a time we haven't confirmed.

## Safety checks (share these with the user)

- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
- Read and edit the draft before it reaches a customer or goes public. If you later automate this prompt, start with "draft and notify me", not "send automatically".
- Check names, dates, numbers and any claim against your own source material before you use the answer. AI can misread or invent details.
- Say clearly which parts need a person to review or approve before anything is sent, paid, posted or filed.

## About this skill

- Works with: NiCE Proactive AI Agent, Twilio, Zapier, ChatGPT, Claude
- Based on this real-world example: https://resources.nice.com/wp-content/uploads/2026/06/Openreach-CS-MKT-506-V2.pdf
- Free prompt from AgentPlaybook Real Estate: https://agentic-library.netlify.app/prompt/al-201-send-customers-proactive-updates-before-they-have-to-chase-y/
- To install in an agent that supports Agent Skills, save this file as SKILL.md in a folder with the same name as `name` above (for example in your skills directory). Install steps for Claude.ai, Claude Code, Cursor and Codex: https://agentic-library.netlify.app/skills/