cx-financial-promotions-auditlisted

# Promotional content in support conversations Support conversations are not usually thought of as marketing, so they escape the approval process that marketing content goes through. Then an agent mentions a product, a macro includes a paragraph about an upgrade, an automated reply carries a footer — and content that would have needed sign-off, balance and a risk warning has reached thousands of customers through a channel nobody reviews. **What counts as a financial promotion, and what it must contain, is jurisdiction- and product-specific, and it is a compliance and legal determination.** Nothing here states a requirement. This finds the content, so someone qualified can assess it. ## Find the promotional content It is rarely where you would look for marketing: - **Macros and templates.** The highest-volume source by a wide margin, and the easiest to fix. One paragraph in one macro reaches every customer who received it — so the audit should start here and this is where the return is. - **Automated replies and acknowledgements**, including footers and signature blocks. A promotional footer appended to every support reply is promotional content at maximum volume, and it is usually owned by whoever configured the mail template rather than by marketing. - **Agent free-text**, where an agent mentions another product or an upgrade. - **Knowledge-base articles** linked from support replies. A link to promotional content carries it into the conversation. - **Bot a