Technology should make service easier to reach. Not harder.
You are not explaining yourself to a queue.
When it needs judgement: disruption, complex routing, or anything outside policy. Routine requests, changes and reconfirmations are handled without you having to ask for a person.
Under 48 hours for anything that needs a person, and routine requests are handled sooner than that.
No. Whoever picks up already knows your account, so you are not re-explaining yourself to a queue.
Things like a disruption, a complex multi-leg change, or a request outside your company’s policy. Straightforward preferences and coordination are handled automatically.
Message the same way you always do. If the request needs a person, it is routed to one; you do not need a separate channel for it.