> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# SendGrid

> Connect DialNexa calls to SendGrid for order, product, customer profile, booking, return, shipment, cart, or reservation workflows.

SendGrid is a cloud-based email delivery platform providing transactional and marketing email services, with APIs for integration, analytics, and scalability.

<Note>
  Use SendGrid with DialNexa when a shopper or guest asks about a transaction, product, delivery, booking, availability, return, or purchase decision.
</Note>

## Where SendGrid fits in a DialNexa workflow

SendGrid should receive DialNexa output when the conversation affects a order, product, customer profile, booking, return, shipment, cart, or reservation. The handoff should explain what the caller asked for, what DialNexa learned, which record or object is affected, and who owns the next step.

<CardGroup cols={2}>
  <Card title="Recover buying intent" icon="check-circle">
    Route callers asking about price, availability, fit, stock, delivery time, or package options.
  </Card>

  <Card title="Inform operations" icon="check-circle">
    Send urgency, location, item details, and promised next step to the team that can fix the issue.
  </Card>

  <Card title="Find the transaction" icon="check-circle">
    Match the caller to the order, booking, SKU, pickup, shipment, or reservation before any workflow runs.
  </Card>

  <Card title="Handle exceptions" icon="check-circle">
    Capture return reason, refund expectation, address change, delivery deadline, missing item, or booking constraint.
  </Card>
</CardGroup>

## What DialNexa should capture for SendGrid

* Customer name, phone, email, order ID, product SKU, booking ID, store, channel, and location
* Requested action, delivery status, availability question, return reason, refund expectation, and deadline
* VIP status, order value, loyalty status, repeat complaint, and escalation owner
* Transcript link, recording link, DialNexa call ID, payment link, support link, and fulfillment link
* Risk flags for wrong address, damaged item, fraud concern, urgent travel, or no-show risk

## High-value SendGrid workflows

<AccordionGroup>
  <Accordion title="Damaged item or wrong product is reported">
    DialNexa should write the symptom, expected behavior, actual behavior, affected area, business impact, and evidence links into SendGrid. A teammate should be able to triage the issue without replaying the call.
  </Accordion>

  <Accordion title="High-intent buyer asks about availability">
    In SendGrid, this should become a revenue handoff with the matched account, buying signal, stage or owner suggestion, objection, and next action. DialNexa should separate real intent from noise before creating tasks.
  </Accordion>

  <Accordion title="Booking needs to be rescheduled">
    DialNexa should capture the preferred time, timezone, owner, promise made, and contact channel before updating SendGrid. The receiving team should see exactly why the follow-up exists and what the caller expects next.
  </Accordion>

  <Accordion title="Return request needs policy review">
    For this workflow, DialNexa should send SendGrid a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="VIP customer asks for priority handling">
    For this scenario, DialNexa should treat SendGrid as an escalation destination. Send the impact, urgency, affected customer or object, owner, and transcript link so the right team can act before the issue gets colder.
  </Accordion>

  <Accordion title="Abandoned cart caller wants reassurance">
    For this workflow, DialNexa should send SendGrid a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="Customer asks where an order is">
    For this workflow, DialNexa should send SendGrid a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="Use search contacts">
    Use search contacts before answering, routing, or creating follow-up. DialNexa should verify the lookup result against the caller and send low-confidence matches to a human queue.
  </Accordion>

  <Accordion title="Use create subuser">
    Use create subuser only when DialNexa has a matched caller, a clear destination object, and enough call context to justify opening a new commerce record. If the caller is unclear, route to review instead of creating noise.
  </Accordion>
</AccordionGroup>

## Workflows that pair SendGrid with other integrations

* [SendGrid](/integrations/sendgrid) + [Stripe](/integrations/stripe): Stripe for payment and refund checks.
* [SendGrid](/integrations/sendgrid) + [Klaviyo](/integrations/klaviyo): Klaviyo for product-specific follow-up.
* [SendGrid](/integrations/sendgrid) + [Slack](/integrations/slack): Slack for operations alerts.
* [SendGrid](/integrations/sendgrid) + [Google Sheets](/integrations/googlesheets): Google Sheets for returns review queues.
* [SendGrid](/integrations/sendgrid) + [Google Calendar](/integrations/googlecalendar): Google Calendar for booking changes.
* [SendGrid](/integrations/sendgrid) + [HubSpot](/integrations/hubspot): HubSpot for high-value customer context.

## Implementation notes

* Use the DialNexa call ID as the idempotency key before running SendGrid actions.
* Write a short operational summary into SendGrid and link to the full transcript or recording for audit.
* Map required fields before launch: destination object, owner, status, urgency, next step, and record URL.
* Create review paths for low-confidence matches, sensitive requests, high-value customers, and actions that change money, access, legal terms, or customer commitments.

## FAQs

<AccordionGroup>
  <Accordion title="How should VIP buyers be prioritized?">
    Use order value, loyalty status, subscription status, repeat purchase, account tier, or urgent deadline to route faster.
  </Accordion>

  <Accordion title="What happens after a booking change?">
    Update the booking or calendar, send confirmation, log the reason, and notify operations if capacity or timing is tight.
  </Accordion>

  <Accordion title="How do you avoid acting on the wrong order?">
    Verify identity and match order ID, phone, email, product, and recent activity before making changes.
  </Accordion>

  <Accordion title="What should be sent to marketing afterward?">
    Only safe lifecycle signals such as product interest, return outcome, or follow-up need. Do not send sensitive support details.
  </Accordion>

  <Accordion title="Should DialNexa change orders automatically?">
    Only for low-risk changes with clear identity and policy rules. Address changes, refunds, cancellations, and substitutions often need review.
  </Accordion>

  <Accordion title="What order data should be checked first?">
    Customer match, order ID, fulfillment status, payment status, delivery promise, prior support notes, and return eligibility.
  </Accordion>
</AccordionGroup>