Every campaign you build is an invitation for the customer to respond. But what happens when they actually do — when they call, reply, or start a chat? This session introduces a storytelling framework for designing the moment after the send: how to make the customer’s response feel like the next chapter of the journey you created. Using Braze and Amazon Connect Customer together, we’ll show how to carry your brand voice, personalization, and creative intent all the way through to the live conversation.