Routing community queries to relevant persons

Purpose

1. To automate the intake, categorization, and routing of queries from the Armenian Apostolic community to relevant church members or staff for rapid response.

2. To centralize communication, ensuring responses are routed based on expertise, role, and availability, automating follow-ups and notifications as needed.

3. To automate escalation and ensure no query is left unattended, maximizing church engagement and outreach impact.

Trigger Conditions

1. Automated trigger on receipt of SMS, email, web form, chat message, WhatsApp, Messenger, or call.

2. Triggered by new query submissions on community portals, apps, or social channels.

3. Triggered automatically on updates by auto-detection of query keywords or sentiment.

4. Triggered upon a query being unanswered for a set period, automating follow-up escalation.

Platform Variants

1. Twilio SMS

• Feature: Use Twilio Studio Flow - trigger on inbound SMS; auto-route query based on keywords to a webhook or email for assigned staff.
  

2. SendGrid

• Feature: Inbound Parse Webhook - automate extraction of email content and use categorization to re-route via API to department inbox or notification.
  

3. Slack

• Feature: Slack Events API - automate posting new queries to relevant channel or DM using message event triggers and slash command routing.
  

4. Microsoft Teams

• Feature: Microsoft Graph API - auto-detect form or message submission, automate routing to designated user/team.
  

5. Freshdesk

• Feature: Ticket API - automate ticket creation from all inbound queries, route using automation rules to relevant group.
  

6. Zendesk

• Feature: Zendesk Triggers & Routing API - automate creation, tagging, and assignment of community requests.
  

7. Facebook Messenger

• Feature: Messenger Webhook API - detect new messages, automate handoff to live agent or group based on query type.
  

8. WhatsApp Business API

• Feature: Webhook/Message Template - automate query intake and direct to relevant persons based on pre-set keywords.
  

9. HubSpot

• Feature: Workflows - automate ticket creation/routing based on HubSpot Live Chat or Forms, sending notifications to team.
  

10. Google Forms

• Feature: Apps Script Trigger - automate extraction and sending to Slack, Gmail, or Sheets for further assignment.
  

11. Gmail

• Feature: Gmail API - automate label assignment and routing of filtered messages based on content to recipient group.
  

12. Google Chat

• Feature: Incoming Webhooks - automate posting of query to designated chat room or users.
  

13. Intercom

• Feature: Inbox Rules/Assignment API - automate detection and assignment of queries to staff based on tags.
  

14. Zoho Desk

• Feature: Automation Rules - automate incoming tickets, routing to particular agent or department.
  

15. Asana

• Feature: Asana API - automate task creation from form submissions, assign to specific project/individual based on query nature.
  

16. Trello

• Feature: Power-Ups & Butler Automation - automate card creation and assignment/tagging from community input.
  

17. Monday.com

• Feature: Automation Recipes/API - automate item creation/assignment in targeted group based on detected category from query.
  

18. Salesforce Service Cloud

• Feature: Case Assignment Rules/API - automate routing and escalation of cases from community input channels.
  

19. Discord

• Feature: Discord Bot API - automate new message detection, route to dedicated channel/moderator based on command or tag.
  

20. Microsoft Power Automate

• Feature: Automated Flows - automate multi-channel intake, categorize, and route to Teams, Outlook, or internal apps.
  

21. Webex Teams

• Feature: Bots & Webhooks - automate collection and distribution of queries, with real-time notification to appropriate staff.
  

22. JIRA Service Management

• Feature: Automation Rules - automate ticket generation from web portals, route by category or component.
  

Benefits

1. Automates query handling, increasing engagement speed and satisfaction.

2. Automatedly distributes workload for efficiency.

3. Ensures automatable and consistent response escalation, minimizing missed queries.

4. Enables full automation of follow-ups and reporting.

5. Powers a scalable automator for community support and engagement.

6. Reduces manual intervention, focusing staff on pastoral or high-priority needs.

7. Automates data collection for analytics, improving future outreach and community care.