What these tools are actually good at, where they fall short, and how to hand a conversation between a bot and a human without the customer noticing the seam.
WhatsApp moves fast and informal. Email needs patience and structure. Live chat rewards speed. Social is public by default. Each channel gets its own guidance instead of one generic tone-of-voice memo.
Short sessions and quarterly notes on what is changing, aimed at the team rather than at management. The goal is that nobody is caught off guard by a new tool on launch day.
Step by step walkthroughs for the systems the team actually uses day to day, written the way you would explain it to a new hire sitting next to you.