E-commerce
July 1, 2026
Flash SMS sent to 15,000 opt-ins. In 90 minutes: 45 tickets saying "the code doesn't work", "the link is dead", and "how do I unsubscribe?". The post-SMS support peak was not briefed.
The e-commerce SMS campaign support covers ops preparation, routing typologies, offer code, short link, expiration, STOP, campaign-aligned macros, and marketing coordination, distinct from post-purchase SMS (#130) and the SMS bot (#926).
This guide #925 deploys the SMSCAM-SUP policy, flow SC-1 to SC-8, and the SMSCAM-MAP matrix. Future customer service pair: the SMS campaign bot (#926).
Summary
Why does an SMS campaign generate a support spike?
Promotional SMS drives immediate mobile traffic: flash offer, short code, shortened link. Without SMSCAM-MAP, agents improvise, SMS replies go unread, and marketing ignores the CS impact.
Five typical post-SMS friction points
Promo code: SMS20 does not work at checkout
Expired offer: 2h flash already ended
Short link: bit.ly URL 404 or broken redirection
STOP opt-out: customer wants to stop promotional SMS
Spike waiting-time: support queue saturated post-send
DTC retail example
DTC Beauty, 15k opt-in SMS. Peak +140% tickets 2h post-send. After SMSCAM-MAP: smscam_resolution_rate 82%, peak waiting time -38%.
SMSCAM #925 vs POSTSMS #130, NEWSPIK #923, PREF #382 and bot #926
Seven SMS support contents, seven distinct angles.
Quick Matrix
#925 SMSCAM: manage demand spike post-SMS promo ops routing macros
POSTSMS #130: transactional post-purchase SMS distinct from promo
NEWSPIK #923: email newsletter spike distinct from SMS channel
PREF #382: SMS email channel preferences distinct from offer spike
STACK #870: stackable codes distinct from SMS campaign code
AGENTWAIT #919: general queue wait distinct from SMS spike
Bot #926: bot to answer SMS offer questions
#925 = ops and agents during the SMS promo spike. #926 = bot tier 1 offer code expiration.
Promise #925
SMSCAM-SUP policy, SMSCAM-GATE tree, 8 macros, SMS campaign register, KPI smscam_resolution_rate.
Which smscam_* typologies should be classified?
Action-oriented classifier: code ≠ expiration ≠ short link ≠ STOP.
Eight SMSCAM-MAP typologies
smscam_code_fail: invalid SMS promo code checkout
smscam_offer_terms: unclear SMS offer terms
smscam_expired_offer: flash sale ended customer too late
smscam_link_short: shortened link 404 broken redirection
smscam_stop_optout: STOP promo SMS unsubscribe
smscam_wait_spike: long wait time post-sending volume
smscam_wrong_number: SMS received wrong segment number
smscam_ops_flag: internal signal faulty SMS campaign
SMSCAM-SUP Policy: agent rules and SMS campaign registry
The SMSCAM-SUP policy establishes pre-send preparation and aligned responses for SMS campaigns.
Six SMSCAM-SUP rules
SMS-REGISTRY-FIRST: macros from the SMS campaign registry
Pre-send brief: support alerted 24 hours before sending
Code verify mobile: test mobile checkout code before sending
Spike staffing: queue reinforcement during documented 2-4 hour peak window
STOP fast path: smscam_stop_optout processed within 1 hour
Handoff #926: bot brief for post-send SMS offer
Minimum SMS campaign registry
Promo code: value, conditions, expiration, stack
Offer copy: -20% what, excluded, minimum, flash duration
Short link: tested URL, mobile, landing, PDP
Flash window: start time, end time, timezone
STOP process: opt-out procedure for Postscript Klaviyo
Flow SC-1 to SC-8: SMS peak processing
Eight steps: pre-send preparation then peak real-time processing.
Flow SC-1 to SC-8
SC-1 Pre-send: SMS test registry link code mobile stock
SC-2 Brief support: agent macros bot #926 aligned
SC-3 Send monitor: volume dashboard T+0 T+1 h
SC-4 Triage: smscam_* via SMSCAM-MAP
SC-5 Resolve: macro SMSCAM campaign registry
SC-6 Ops flag: link code pattern → marketing
SC-7 Wait spike: AGENTWAIT #919 honest ETA
SC-8 Post-mortem: smscam KPI + next campaign brief
Eight SMSCAM-* macros ready to paste
Macros aligned registry campaign SMS offer code expiration link.
SMSCAM-* Library
SMSCAM-CODE-OK: “Code {{code}}: {{conditions}}. Valid until {{date}}.”
SMSCAM-CODE-FIX: “Corrected code: {{code_alt}}. Sorry for the confusion.”
SMSCAM-OFFER-TERMS: “Offer: {{offre_copy}}. Exclusions: {{exclusions}}.”
SMSCAM-EXPIRED: “Flash offer ended at {{heure_fin}}. Next: {{lien}}.”
SMSCAM-LINK-FIX: “Updated link: {{url}}. Please try again.”
SMSCAM-STOP-OK: “Promo SMS deactivated. STOP confirmed within 24 hours.”
SMSCAM-WAIT-SPIKE: “High traffic post-SMS. Delay: {{ETA}}.”
SMSCAM-DONE: “Campaign recap {{id}}. Resolution: {{résolution}}.”
SMSCAM-GATE Tree and Marketing Coordination
Decision tree before improvising or ignoring a failed SMS campaign pattern.
SMSCAM-GATE
STOP opt-out only? u2192 STOP-OK + handoff PREF #382 if ambiguous
Code fail? u2192 CODE-OK or CODE-FIX + ops if massive
Offer expired? u2192 EXPIRED registry end time
Short link broken? u2192 LINK-FIX + immediate ops flag
Waiting spike? u2192 WAIT-SPIKE + staffing #26
5+ tickets same code 1 h? u2192 ops_flag marketing pause SMS
24 h pre-send ritual
Marketing shares SMS registry. Support tests mobile link code. Bot #926 sync. Staffing peak T+0 to T+2 h documented.
KPI, QA and handoff to bot #926
Measuring SMSCAM detects poorly prepared campaigns and unstaffed peaks.
Four SMSCAM KPIs
smscam_resolution_rate: peak tickets resolved without escalation
smscam_code_fail_rate: % post-send code tickets
smscam_stop_sla: % STOP opt-outs processed within 1 hr
smscam_ops_flag_rate: campaigns with technical flag
Handoff #926
Export SMSCAM-MAP to bot: smscam_offer_terms smscam_code_fail smscam_expired_offer priority. Guardrail SMS-REGISTRY-GATE brief #926 campaign_copy widget.
Edge cases: timezone flash, double send, SMS + newsletter on the same day
Three cases outside the standard flow.
Multi-timezone flash
Flash end time in market time zone. EXPIRED quotes client time zone. Registry by market if multi-country.
SMS + newsletter same offer
Cumulative peak channels. Prioritization #26 P1 massive failure code. Distinct macros SMSCAM vs NEWSPIK #923.
Unmonitored SMS response
Client replies to the sender number. Redirect to chat widget or support email. Document in registry.
Agent training: 25 minutes SMSCAM
Module: SMS-REGISTRY macros, STOP fast path, distinguish #130 #382 #926 #919.
Exercises
Ticket A: failed code → CODE-OK or CODE-FIX
Ticket B: expired offer → EXPIRED end time
Ticket C: STOP → STOP-OK within 1 h
Ticket D: 8 failed codes 1 h → ops_flag marketing
How Qstomy structures SMSCAM in your stack
Qstomy route smscam_*, sync Postscript Klaviyo SMS campaign registry, CODE EXPIRED STOP macros and handoff #926 SMS gate.
Three building blocks
Routing: intent sms_spike vs stop vs promo
SMS registry: offer code flash link window STOP
Bot #926: tier 1 offer code expiration post-send
Scenario: DTC beauty, SMS 15k. Pre-send brief, bot #926 tier 1. smscam_resolution_rate 82%, code_fail_rate -50% next campaign.
FAQ and SMSCAM deployment checklist
FAQ
Send without support brief?
No. Pre-send mandatory 24 h SC-1 SC-2.
Difference #130?
#130 = SMS transactional post-purchase. #925 = promo peak offer code.
Difference #923?
#923 = newsletter email peak. #925 = SMS promo mobile peak.
Difference #926?
#925 = ops agents peak. #926 = bot questions offer SMS widget.
STOP not processed?
CNIL compliance risk. STOP fast path within 1 hour mandatory.
7-day Checklist (before next SMS sending)
D-7: SMSCAM-SUP + SMSCAM-MAP template registry
D-3: live checkout mobile code test + short link
D-1: support brief macros bot #926 staffing
D0: dashboard volume monitor T+0 T+1 h
D+1: post-mortem KPI ops flags
Tags smscam_* + campagne_id correlation
Sync bot #926 SMS-REGISTRY-GATE
Linking
Enzo
July 1, 2026
