Published October 22, 2026.

Capture the preference at the right moment

Ask during onboarding, after a resolved case, and when a customer corrects the team. Record the channel, the time window, the language, and any accessibility need.

Do not infer a preference from a single reply. A customer who answers a text once may still prefer a call.

Make the preference visible to the agent

Show the preference in the contact record before the agent chooses a channel. If the system cannot show it, the register will not be used.

Record the source and the date of the preference so the team knows how current it is.

Honor it and review exceptions

Use the preferred channel unless there is a safety or legal reason not to. Record the exception and the reason.

Review the register quarterly for stale or conflicting entries.

Source: reference.

Related guides: this workflow and this workflow.