# Multi Channel Orchestration

> Coordinate across push, email, in-app, and SMS so a user gets one message rather than the same thing four times. Use when several channels exist and users receive duplicates.

- Skill: `amey-thakur/multi-channel-orchestration` (Agent Skill)
- Install (CLI): `npx skillmds@latest add amey-thakur/multi-channel-orchestration`
- Raw SKILL.md: https://api.skillmd.com/api/skills/amey-thakur/multi-channel-orchestration/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Productivity
- Author: Amey-Thakur (https://skillmd.com/u/amey-thakur)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/amey-thakur/multi-channel-orchestration

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# Multi-channel orchestration

Once a product has several channels, each owned by a different feature,
the same event reaches the user repeatedly. Orchestration is the layer
that decides one channel per message and escalates only when the first
goes unread.

## Method

1. **Route through one service, always.** Features publish events;
   the orchestrator decides channel and timing. Features choosing their
   own channel is how duplication starts.
2. **Pick one channel per message by urgency and preference.** The
   cheapest channel that will actually reach them, not every channel
   that could.
3. **Escalate on non-engagement, not on a schedule.** If an in-app
   message is unread after a period and the matter is time-sensitive,
   escalate; otherwise let it rest.
4. **Cancel across channels when the matter resolves.** An email about
   something the user already handled in-app is the most irritating
   possible message.
5. **Apply one global frequency budget.** Per-channel caps still sum to
   too much, so the ceiling is per user across everything (see
   notification-strategy).
6. **Keep preferences central.** One place the user controls all
   channels, since per-channel settings scattered through the product
   guarantee inconsistency (see unsubscribe-and-preferences).
7. **Track delivery and engagement per channel per type.** It is the
   only way to learn which channel actually works for which message.

## Boundaries

Orchestration adds a central dependency that becomes critical, so its
failure modes need designing. Cross-channel cancellation is best effort,
since a delivered push cannot be recalled. SMS carries per-message cost
and stricter consent rules than other channels.