> ## 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.

# Sendlane

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

Sendlane is a cloud-based marketing automation platform that helps eCommerce businesses engage customers through personalized email and SMS campaigns.

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

## Where Sendlane fits in a DialNexa workflow

Sendlane 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="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>

  <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>
</CardGroup>

## What DialNexa should capture for Sendlane

* 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 Sendlane workflows

<AccordionGroup>
  <Accordion title="Booking needs to be rescheduled">
    DialNexa should capture the preferred time, timezone, owner, promise made, and contact channel before updating Sendlane. 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 Sendlane 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 Sendlane 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 Sendlane 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 Sendlane 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 create list">
    Use create list 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>

  <Accordion title="Use delete list">
    Treat delete list as a controlled workflow. DialNexa should capture the caller's reason, identity confidence, approval owner, and rollback path before anything destructive or irreversible happens in Sendlane.
  </Accordion>
</AccordionGroup>

## Workflows that pair Sendlane with other integrations

* [Sendlane](/integrations/sendlane) + [Slack](/integrations/slack): Slack for operations alerts.
* [Sendlane](/integrations/sendlane) + [Google Sheets](/integrations/googlesheets): Google Sheets for returns review queues.
* [Sendlane](/integrations/sendlane) + [Google Calendar](/integrations/googlecalendar): Google Calendar for booking changes.
* [Sendlane](/integrations/sendlane) + [HubSpot](/integrations/hubspot): HubSpot for high-value customer context.
* [Sendlane](/integrations/sendlane) + [Shopify](/integrations/shopify): Shopify for storefront order context.
* [Sendlane](/integrations/sendlane) + [Gorgias](/integrations/gorgias): Gorgias for ecommerce support tickets.

## Implementation notes

* Use the DialNexa call ID as the idempotency key before running Sendlane actions.
* Write a short operational summary into Sendlane 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>