Purpose
1. Automate the capturing and centralizing of all client, court, and internal communications (calls, emails, SMS, chat) from multiple platforms into a unified log.
2. Automate the tracking, auditing, and accessibility of legal communication history for compliance, dispute resolution, and service validation.
3. Automate real-time notifications and escalation of critical messages across channels, boosting client care and operational transparency.
Trigger Conditions
1. Automate logging upon the reception or sending of messages, emails, calls, or chat updates involving clients, courts, or internal team members.
2. Automate the triggers based on keywords (e.g., "urgent", "court order"), time (every communication), or workflow progress (e.g., successful service of process).
3. Automate on creation or update of communication records in any integrated platform.
Platform Variants
1. Twilio SMS
• Feature/Setting: Automate using "Incoming/Outgoing SMS Webhook" to push message data via SMS API.
2. SendGrid
• Feature/Setting: Automate event notification via "Inbound Parse Webhook" and "Event Webhook" for sent/received emails.
3. Gmail
• Feature/Setting: Automate with "Gmail API – watch" to log all emails and threads.
4. Microsoft Outlook
• Feature/Setting: Automate capturing with "Microsoft Graph API – /messages webhooks" for all email events.
5. Slack
• Feature/Setting: Automate using "Event Subscriptions" for mentions, DMs, and channel posts.
6. Microsoft Teams
• Feature/Setting: Automate capturing chat and calls via "Microsoft Graph API – chatMessages/list".
7. WhatsApp (Cloud API)
• Feature/Setting: Automate by receiving message notifications using "Webhook – /messages".
8. Zendesk
• Feature/Setting: Automate with "Ticket Events Webhook" for all customer interactions and notes.
9. Salesforce
• Feature/Setting: Automate "Streaming API – PushTopic/Event" for communication objects (Tasks, Emails).
10. HubSpot
• Feature/Setting: Automate capturing with "Webhook on Communication Engagements".
11. RingCentral
• Feature/Setting: Automate using "Call Event/Message Event Subscription" for call/SMS logs.
12. Intercom
• Feature/Setting: Automate "Webhooks – Conversations.user.created/replied".
13. Google Chat
• Feature/Setting: Automate via "Google Chat API – message events".
14. Freshdesk
• Feature/Setting: Automate conversation updates with "Ticket Webhooks".
15. Zoho CRM
• Feature/Setting: Automate with "Workflow Rules – Email/Call triggers" and "Webhook" integrations.
16. Aircall
• Feature/Setting: Automate via "Webhooks – Call.Ended, SMS.Received" for logging calls/SMS.
17. Telegram
• Feature/Setting: Automate with "Bot API – getUpdates" for group, private, and channel messages.
18. Facebook Messenger
• Feature/Setting: Automate "Webhook – messages, message_deliveries" for conversation tracking.
19. iMessage (with Apple Business Chat)
• Feature/Setting: Automate with "Webhook – MessageReceived" from Apple Business Register.
20. JIRA Service Management
• Feature/Setting: Automate logging support interactions via "Webhooks – issue updated/created/commented".
21. Asana
• Feature/Setting: Automate via "Webhook – tasks.commented_on" for client-related and team conversations.
22. Webex
• Feature/Setting: Automate with "Webex API – Webhooks on messages".
Benefits
1. Automates centralized record-keeping for all interactions, eliminating manual logging errors.
2. Automates compliance with legal record retention and chain of communication.
3. Automates retrieval and reporting, accelerating dispute resolution and regulatory response.
4. Automator enables comprehensive, real-time timeline of activities per client or case.
5. Automate cross-platform visibility for management, improving accountability and team performance.
6. Automatable escalation reduces missed deadlines by automatedly notifying staff on priority events.
Communication & Client Care