OpenText Notifications - Braze Integration and Automation

Common Integration Use Cases Between OpenText Notifications and Braze

1. Trigger customer-facing Braze campaigns from OpenText workflow events

Data flow: OpenText Notifications ? Braze

When an OpenText-managed business process reaches a key milestone, such as contract approval, case resolution, or document completion, the event can be sent to Braze to trigger a personalized customer message. This allows operations teams to keep customers informed in real time without manual follow-up.

• Example: Notify a customer when a loan document is approved and ready for signature.
• Business value: Faster customer communication, fewer support inquiries, and improved satisfaction.

2. Send internal alerts to customer engagement teams based on Braze campaign performance

Data flow: Braze ? OpenText Notifications

Braze campaign events such as delivery failures, unusually low engagement, or high unsubscribe rates can be routed into OpenText Notifications to alert marketing operations, customer success, or compliance teams. This helps teams respond quickly to campaign issues that may affect revenue or customer experience.

• Example: Alert the marketing team when a high-value retention campaign underperforms in a specific region.
• Business value: Faster issue resolution, better campaign governance, and reduced revenue leakage.

3. Coordinate service recovery messages after case or incident updates

Data flow: OpenText Notifications ? Braze

When a service case, complaint, or incident is updated in OpenText, Braze can send a tailored customer message based on the latest status. This is useful for proactive service recovery, especially when customers need reassurance or next-step instructions.

• Example: Send a personalized apology and status update after a delayed order or service outage.
• Business value: Improved transparency, reduced inbound call volume, and stronger customer trust.

4. Synchronize notification preferences and consent status

Data flow: Bi-directional

OpenText Notifications can share workflow-related communication preferences, while Braze can provide marketing opt-in, channel preference, and suppression data. Keeping both systems aligned ensures customers receive the right type of message through the right channel and helps maintain compliance with communication policies.

• Example: Suppress promotional Braze messages for customers who opted out during a support workflow.
• Business value: Better consent management, fewer compliance risks, and more relevant messaging.

5. Escalate high-priority customer events from Braze into operational workflows

Data flow: Braze ? OpenText Notifications

Customer engagement signals from Braze, such as repeated message failures, negative responses, or high-risk churn indicators, can trigger OpenText notifications for internal teams. This creates a bridge between marketing activity and operational follow-up.

• Example: Notify a retention specialist when a premium customer repeatedly ignores renewal reminders.
• Business value: Earlier intervention, improved retention, and better cross-team coordination.

6. Launch personalized onboarding journeys after internal process completion

Data flow: OpenText Notifications ? Braze

Once an internal onboarding, account setup, or service activation process is completed in OpenText, Braze can initiate a personalized onboarding journey. This ensures customers receive timely guidance only after the back-office work is finished.

• Example: Start a welcome series after a new account is approved and activated.
• Business value: Smoother onboarding, fewer premature messages, and better first-use adoption.

7. Create closed-loop reporting between operational events and customer engagement outcomes

Data flow: Bi-directional

OpenText Notifications can provide operational event data, while Braze can return engagement outcomes such as opens, clicks, conversions, or unsubscribes. This enables teams to measure how operational communications influence customer behavior and refine messaging strategies accordingly.

• Example: Compare response rates for document-ready alerts versus reminder messages.
• Business value: Better decision-making, improved message effectiveness, and stronger alignment between operations and marketing.