When this fits
Customers repeat their details across messages and forms, and then your staff type the same details into another system.
An example journey
A customer starts a chat, answers your questions and gets a message telling them what happens next. Their record goes straight into your system, and your team only steps in for exceptions.
Set the rules first
Before writing any messages, agree which details you need, how they’re checked, who can see them, what customers are told and when a person reviews the record.