Communication & Family EngagementPurpose
1.2. Ensure systematic periodic communication following program participation.
1.3. Track and aggregate satisfaction metrics at client and center levels for process improvement.
1.4. Close the loop on issue resolution by triggering follow-up workflows if negative responses detected.
1.5. Increase family engagement and trust through transparent, responsive feedback handling.
1.6. Enable compliance reporting for regulatory agencies or funding requirements.
Trigger Conditions
2.2. Scheduled periodic check-ins (e.g., monthly or quarterly engagement reviews).
2.3. Manual staff initiation for targeted feedback requests.
2.4. On completion of significant care plan milestones or events.
2.5. System receives data update marking discharge or care change.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Messaging Service, send survey links or direct questions via programmable SMS API.
• Sample: Configure webhook to trigger POST to `messages.create` with `body` containing survey link.
3.2. SendGrid
• Feature/Setting: Transactional Email API sends personalized feedback forms.
• Sample: Use `/mail/send` endpoint with dynamic template for survey.
3.3. Typeform
• Feature/Setting: Trigger survey distribution via Typeform API with customized respondent tokens.
• Sample: POST to `/responses` with contact email and form ID.
3.4. Google Forms
• Feature/Setting: Auto-generate Google Form link with prefilled fields; send via email/SMS.
• Sample: Generate pre-filled URL; send using mail client integration.
3.5. Salesforce
• Feature/Setting: Trigger email send via Salesforce Marketing Cloud or workflow rule after care milestone.
• Sample: Configure Process Builder or Flow to push emails on Event completion.
3.6. HubSpot
• Feature/Setting: Workflow automation to enroll contacts in survey sequences.
• Sample: Use contact-based workflow to trigger marketing email with embedded survey.
3.7. SurveyMonkey
• Feature/Setting: Create collector and distribute using SurveyMonkey REST API.
• Sample: POST to `/v3/collectors` with recipient list.
3.8. Mailchimp
• Feature/Setting: Automated campaigns triggered by list updates or webhook posts.
• Sample: Trigger campaign via `/automations` endpoint using contact tag “Feedback”.
3.9. Microsoft Teams
• Feature/Setting: Post adaptive survey cards to Teams channel/chat via Graph API.
• Sample: Use `/chats/{chat-id}/messages` to share feedback form.
3.10. Slack
• Feature/Setting: Post interactive message with survey link using Slack Bot/API.
• Sample: Use `chat.postMessage` with survey URL and track replies with triggers.
3.11. Zendesk
• Feature/Setting: Send follow-up tickets or surveys post-service via Zendesk Trigger API.
• Sample: POST to `/api/v2/tickets` with custom field “Survey Sent”.
3.12. Freshdesk
• Feature/Setting: Automated ticket follow-up containing survey link.
• Sample: Set up Observer rule triggering email upon ticket close.
3.13. Zoho CRM
• Feature/Setting: Workflow automation on lead/contact status change to send survey email.
• Sample: Utilize “Workflow Rules” to send template with embedded form.
3.14. Intercom
• Feature/Setting: In-app triggered message or email using Intercom API.
• Sample: Use `messages.create` endpoint targeting user segment “Recent Visitor”.
3.15. Airtable
• Feature/Setting: Automation triggers email or SMS survey on record change.
• Sample: Set automation with action “Send email/SMS” using survey fields.
3.16. Calendly
• Feature/Setting: Workflow triggers feedback email post-appointment via Webhooks.
• Sample: Webhook delivers event completion payload; triggers survey in connected app.
3.17. ActiveCampaign
• Feature/Setting: Automations send survey link upon “Session Attended” tag applied.
• Sample: Trigger “Send Email” action in automation workflow.
3.18. WhatsApp Business API
• Feature/Setting: Send template survey message post-visit.
• Sample: Use `/messages` endpoint with approved template containing survey link.
3.19. Jotform
• Feature/Setting: Auto-populate, send Jotform survey on attendance trigger via API.
• Sample: Use `/form/{id}/submissions` to pre-fill and deliver form.
3.20. Qualtrics
• Feature/Setting: Distribute satisfaction survey based on contact event using Qualtrics API.
• Sample: POST to “distributions” endpoint, referencing respondent details.
Benefits
4.2. Heightens feedback rates through multi-channel, preferred-family communication.
4.3. Enables faster detection of service issues and prompt management response.
4.4. Facilitates robust reporting for internal and regulatory purposes.
4.5. Builds trust through systematic, transparent engagement and closed feedback loops.
4.6. Allows for easy A/B testing of communication channels and content for optimal results.