Internal alerts for urgent customer requests

Purpose

1.1. Rapidly notify internal team members when urgent customer restoration requests are received.
1.2. Ensure no high-priority projects are delayed due to missed communication.
1.3. Centralize all urgent alerts across communication channels for transparent team workflows.
1.4. Minimize response time for client emergencies or last-minute restoration needs.
1.5. Support decision-makers with instant actionable information to allocate resources effectively.

Trigger Conditions

2.1. Customer submission of a contact form with urgency marked (checkbox or dropdown selection).
2.2. Inbound email with subject containing keywords: “urgent,” “ASAP,” “emergency.”
2.3. Direct phone call or voicemail flagged as high-priority via telephony system.
2.4. Live chat where intent detected as critical restoration.
2.5. CRM or helpdesk ticket tagged with “priority” or similar.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Send SMS using Programmable Messaging; configure webhook to trigger on urgent flag and send to staff mobile.
3.2. SendGrid
• Feature/Setting: Use Mail Send API to dispatch instant internal emails; map urgent trigger to specific distribution list.
3.3. Slack
• Feature/Setting: Incoming Webhook to #urgent-alerts channel; post message with customer details and urgency context.
3.4. Microsoft Teams
• Feature/Setting: Incoming webhook for real-time notification to dedicated urgent-support Teams channel.
3.5. Discord
• Feature/Setting: Webhook send function to designated internal alert channel when urgency criteria detected.
3.6. Telegram
• Feature/Setting: Bot API `sendMessage` to alert group chat with restoration request details.
3.7. WhatsApp Business API
• Feature/Setting: Use message template to push alerts directly to management or restoration team’s WhatsApp.
3.8. PagerDuty
• Feature/Setting: REST API `Create Incident`; auto-generate incident for urgent requests with escalation policy.
3.9. Zendesk
• Feature/Setting: Triggers to create urgent internal notification as ticket is flagged high-priority.
3.10. Freshdesk
• Feature/Setting: Workflow Automator for instant internal email or alert on creation of urgent ticket.
3.11. Google Chat
• Feature/Setting: Webhook to post message in “restoration-urgents” space with complete request info.
3.12. Outlook
• Feature/Setting: Rule or API to forward flagged emails to urgent support group.
3.13. Monday.com
• Feature/Setting: Automation to send push notification to board subscribers for urgent item created.
3.14. Asana
• Feature/Setting: Use “Rules” for custom notifications to assignees upon item tagged urgent.
3.15. Basecamp
• Feature/Setting: Auto-message critical alerts to “Campfire” group or assigned To-Dos.
3.16. Jira
• Feature/Setting: Automation rule for instant email or in-app alert to support team on urgent issue logged.
3.17. Trello
• Feature/Setting: Butler rule to send email or Slack push when urgent label applied to card.
3.18. Salesforce
• Feature/Setting: Process Builder to trigger internal notification (email/SMS/Chatter post) upon urgent case creation.
3.19. Intercom
• Feature/Setting: Inbox rules to auto-tag and alert staff for urgent conversations.
3.20. RingCentral
• Feature/Setting: Call handling rule for flagged urgent voicemails — instant team SMS or app alert.

Benefits

4.1. Ensures prompt staff action to customer emergencies.
4.2. Reduces risk of missed or delayed urgent jobs.
4.3. Improves client trust via demonstrable responsiveness.
4.4. Centralizes urgent communications for audit and accountability.
4.5. Streamlines assignment and escalation for critical restoration requests.