Background
The product needed transactional messaging that could survive flight disruption, hotel re-bookings and 24-hour reminders, plus a marketing layer that could segment by trip context, all wired into Braze and BigQuery, in six weeks.
The problem
Lifecycle messaging in corporate travel is unforgiving. A delayed flight, a hotel re-book, a 24-hour reminder that goes to the wrong number. Each one is a customer-facing failure.
Doing it for an agentic AI travel assistant, at SME scale, in six weeks, with a dual-sender domain split for transactional and marketing, was the brief.
The solution
Stitch led the Braze implementation alongside Braze's own onboarding team. Production and parallel dev workspaces. Braze Web SDK deployed via GTM. Data Warehouse to Braze via Cloud Data Ingestion.
Braze Transactional API for booking confirmation, CFAR and non-CFAR disruption, and 24-hour reminders. Dual sender architecture on notify.serko.ai for transactional and insider.serko.ai for marketing. GUID-based external ID resolution. A flattened active_flights array schema co-designed with Braze to bypass nesting limits on multi-leg trips. Liquid personalisation for complex flight, hotel and cost objects.
9 May 26
Beta launched for US SME travellers
Dual
Sender architecture: transactional and marketing
6 wks
End to end build from kick-off
Additional outcomes
- End-to-end booking confirmation, disruption SMS, and 24-hour reminder flows active from day one
- Two-way agentic agentic SMS, whatsapp, on page and in-app messaging, with Braze coordinating Serko's AI travel agents
- Stack: Braze (Web SDK, Transactional API, Liquid), BigQuery, Cloud Data Ingestion, GTM, Osano consent
Closing
The lifecycle layer behind Serko's bet on agentic corporate travel. Built fast, built to survive disruption, and built to evolve into two-way agentic comms as the product matures.