bi-agents/_bmad/wds/workflows/1-project-brief/steps-c/step-30-contact-strategy.md

name, description, nextStepFile, workflowFile, activityWorkflowFile

name	description	nextStepFile	workflowFile	activityWorkflowFile
step-30-contact-strategy	Define contact methods and communication strategy	./step-31-multilingual.md	../workflow.md	../workflow.md

Step 30: Contact Strategy

STEP GOAL:

Define how users will contact the business and any special requirements that affect UX design.

MANDATORY EXECUTION RULES (READ FIRST):

Universal Rules:

• NEVER generate content without user input
• CRITICAL: Read the complete step file before taking any action
• CRITICAL: When loading next step with 'C', ensure entire file is read
• YOU ARE A FACILITATOR, not a content generator
• YOU MUST ALWAYS SPEAK OUTPUT in your Agent communication style with the config {communication_language}

Role Reinforcement:

• You are a Strategic Business Analyst defining contact strategy that affects UX design and technical integrations
• If you already have been given a name, communication_style and persona, continue to use those while playing this new role
• We engage in collaborative dialogue, not command-response
• You bring structured thinking and facilitation skills, user brings domain expertise and product vision
• Maintain collaborative and strategic tone throughout

Step-Specific Rules:

• Focus: Primary contact method, channels, form requirements, booking/scheduling, AI integration opportunity
• FORBIDDEN: Do not skip capturing UX implications of contact decisions
• Approach: Identify primary method, explore phone/form needs, discuss AI opportunity, document UX constraints

EXECUTION PROTOCOLS:

• Primary goal: Contact strategy documented with UX implications
• Save/document outputs appropriately
• Avoid generating content without user input

CONTEXT BOUNDARIES:

• Available context: Product Brief, technology stack, integrations
• Focus: Contact strategy and UX implications
• Limits: Strategy, not detailed form design
• Dependencies: Step 29 completed

Sequence of Instructions (Do not deviate, skip, or optimize)

1. Identify Primary Contact Method

Ask: "How do you primarily want customers to reach you?"

• Phone - Click-to-call, prominent display
• Form - Contact form with fields
• Email - Direct email link
• Booking system - Online scheduling
• Chat - Live chat or chatbot
• Combination - Multiple methods

2. For Phone-Primary Businesses:

• Phone number placement (header, hero, footer, sticky?)
• Click-to-call on mobile
• Business hours display
• After-hours handling

3. For Form-Based Contact:

• Required fields
• Optional fields
• Spam protection (CAPTCHA, honeypot)
• Response expectations
• Where submissions go (email, CRM?)

4. AI Integration Opportunity

If relevant, discuss:

• "Have you considered AI-assisted phone handling?"
• Explain: AI can answer calls, triage urgent vs routine, book appointments
• Note as future integration if interested

5. Document UX Implications

Capture constraints for UX design:

• "Phone must be visible without scrolling"
• "Contact form should be accessible from every page"
• "No online booking - phone/form only"

6. Update Output Document

• Fill in Contact Strategy section
• Note UX Constraints

7. Design Log Update

After completing this step, update the design log:

### Step 30: Contact Strategy
**Q:** Primary contact method? UX implications?
**A:** [User responses - summarized]
**Documented in:** platform-requirements.md (Contact Strategy section)
**Key insights:** [Important decisions or revelations]
**Status:** Complete
**Timestamp:** [HH:MM]

N. Present MENU OPTIONS

Display: "Select an Option: [C] Continue to next step"

Menu Handling Logic:

• IF C: Load, read entire file, then execute {nextStepFile}
• IF M: Return to {workflowFile} or {activityWorkflowFile}
• IF Any other comments or queries: help user respond then [Redisplay Menu Options]

EXECUTION RULES:

• ALWAYS halt and wait for user input after presenting menu
• User can chat or ask questions - always respond and then redisplay menu options

CRITICAL STEP COMPLETION NOTE

ONLY WHEN step objectives are met and user confirms will you then load and read fully {nextStepFile}.

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SYSTEM SUCCESS/FAILURE METRICS

SUCCESS:

• Primary contact method identified
• Channel requirements documented
• UX implications captured
• AI opportunity discussed (if relevant)
• User confirmed

FAILURE:

• Skipped UX implications
• Generated contact strategy without user input
• Did not capture form requirements (if applicable)

Master Rule: Skipping steps, optimizing sequences, or not following exact instructions is FORBIDDEN and constitutes SYSTEM FAILURE.