---
title: "Communications"
description: "2 posts about Communications, summarised, each linking to the original."
---

# Communications
> 2 posts about Communications, summarised, each linking to the original.

## Articles

### [More Than Support Tickets: You Need Customer Conversations](https://yomu.fyi/post/more-than-support-tickets-you-need-customer-conversations.md)
- Company: [Intercom](https://yomu.fyi/company/intercom.md)
- Published: Oct 8, 2026
- Type: Problem & solution

Outdated support ticketing models depersonalize customer experience, treating them like they are waiting in line at the DMV. The article by Ruairí Galavan advocates for conversational support where every interaction is a personal one-to-one conversation that builds relationships. Ten guidelines are provided: talk like a human using first names, personalize saved replies, explain with gifs or phone, never blame the customer, use emoji, employ an invitational exit, know the product thoroughly, make resolution the goal, never assume technical knowledge, and proactively answer follow-up questions. Agents should show rather than tell using gifs, maintain a human tone even after the issue is resolved, and never make customers feel like a support ticket. Businesses that do not adopt this personal approach risk losing customers to competitors who already have.


### [Conversations in the AI Era: Manchester Meetup Recap](https://yomu.fyi/post/conversations-in-the-ai-era-manchester-meetup-recap.md)
- Company: [Twilio](https://yomu.fyi/company/twilio.md)
- Author: Ryan Britnell
- Published: Sep 23, 2026
- Type: Announcement

Twilio and Ciptex hosted the Conversations in the AI Era meetup in Manchester on September 3rd, 2026, drawing developers, tech leads, and founders from the local scene. Darragh O’Connor demonstrated using a SIP trunk to connect callers directly into a livestream, emphasizing solving the problem with the simplest tool. Matthew Duggan of Ciptex presented an architecture where AI and human agents share conversation state and tools, treating handoff as a change of ownership rather than a recovery path. Paul D’Ambra of PostHog discussed how cheap code generation made reviewing code the bottleneck, leading them to build AI review agents that substantially dropped their revert rate. The next meetup is scheduled for November 4th, 2026.