New playbook · Free to download
Send messages
customers trust.
The Business Messaging Playbook is ten pages on messaging your customers well: verified, registered, two-way and remembered. Seven steps, each with one question to ask and the service to use. Built with Twilio, free to download.
In partnership with
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Harbour Motors
✓
now
Your car is ready. Reply to pick a collection time.
Can I grab it at 4pm?
Delivered
Harbour Motors
✓
1m
Done. See you at 4pm, Jess. Reply STOP to opt out.
1 July 2026
SMS Sender ID Register now live
The seven steps
Seven steps, in order.
Start at your first no.
Ten pages, seven steps. Each one has a question to answer honestly, three actions to take and the service we recommend.
01
Twilio Verify
Know who you are talking to
Do you verify a customer once, and trust it in every channel?
24%
of B2B customers checked a brand’s message was not a scam
02
Twilio Messaging
Register your name and earn permission
Are all your Sender IDs registered, with every opt-in recorded?
$4m
paid by TAB in 2025 for texts sent without consent or clear sender details
03
SMS, RCS and WhatsApp
Make every message a conversation
Can customers reply to every message, and get somewhere?
64%
of consumers want to be able to text a business back
04
Twilio Voice
When it becomes a call, keep the thread
When a text turns into a call, does the agent see the thread?
62%
of customer service channel switches are high effort for the customer
05
Twilio SendGrid
Make email the record
Is every sending domain authenticated, and every email specific?
0.3%
spam complaint rate at which Gmail stops helping bulk senders
06
Conversation Memory
Give every conversation one memory
Do messaging, voice and email write to one customer record?
54%
more is spent with brands that personalise
07
NeonNow Outreach
Run it as one product
Does it all run as one programme, with one owner?
Verify
Messaging
SMS, RCS and WhatsApp
Voice
SendGrid
Conversation Memory
1
contract, one set of reports and one owner, instead of one for every channel
“The order matters. Get identity and permission right, and everything after gets easier.”
Mike Powrie
CEO, NeonNow
Who it's for
Built for the people who
send the messages.
Whether you write the campaigns, run the contact centre or own the platform, each step tells you what to do next.
Marketing and CRM
Register your name, earn permission and write messages customers want to answer.
Contact centre leaders
Keep the thread when a text becomes a call, so no customer has to repeat themselves.
IT and digital
Which services to use for identity, messaging, voice and email, and how they join up.
Risk and compliance
Sender IDs, consent records and opt-outs, sorted before anyone has to ask.
Get the playbook
Get your free copy of
the playbook.
Tell us where to send it. You will get all ten pages straight away, with the actions and recommended services for every step.
Instant download, no waiting
Seven questions to run with your team
Your details used only to follow up on this playbook
Download the playbook
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Keep going
More from the conversation that remembers.
Explore the campaign, test your own brand, or read the research behind the steps. All three are free, and all three are built with Twilio.
Your customers should not have to start over
The campaign hub: the film, the four services and how memory works across every channel.
Explore the campaign →
Does your brand start every conversation from scratch?
Eight questions, two minutes, and a tailored readout showing exactly where context is being dropped.
Take the assessment →
The State of Business Messaging 2026
The AU/NZ read on where messaging is heading, with benchmarks to hold your own operation to.
Download the report →The Business Messaging Playbook
Earn the trust. Keep the conversation.
Download the playbook, then talk to a NeonNow specialist about putting the seven steps to work.