Customer Communication and Support AutomationPurpose
1.2. Automate communication flows to reduce manual follow-up, boost service efficiency, and track escalation chains for audit and reporting, specifically for the Italian Revenue Service environment.
Trigger Conditions
2.2. Tagging by agent or AI as "sensitive" or "high-risk."
2.3. Customer request for escalation or complaint.
2.4. Detection of repeat or unresolved status in support system.
2.5. Key account criteria: flagged for VIP, compliance, or legal review.
Platform Variants
3.1. Twilio
• Function: "Programmable Messaging API"
• Setting: Auto-notify managers via SMS on case escalation; configure webhook for status changes.
3.2. SendGrid
• Function: "Mail Send API"
• Setting: Configure automation to send escalation emails to upper management; use dynamic template for case data.
3.3. Microsoft Teams
• Function: "Incoming Webhook"
• Setting: Push escalation alert into a Teams channel for supervisor attention; set actionable buttons.
3.4. Slack
• Function: "Incoming Webhooks"
• Setting: Escalated cases trigger messages with case details for rapid manager review.
3.5. Zendesk
• Function: "Triggers & Automations"
• Setting: Auto-change ticket status and assign to next-level queue or specific agents.
3.6. ServiceNow
• Function: "Flow Designer"
• Setting: Build flow to detect threshold breach and auto-create escalation task.
3.7. Salesforce Service Cloud
• Function: "Case Escalation Rules"
• Setting: Define rules to auto-assign cases approaching SLA breach to senior specialists.
3.8. Freshdesk
• Function: "Supervisor Rules"
• Setting: Automatically escalate overdue tickets and notify team leads.
3.9. PagerDuty
• Function: "Incidents API"
• Setting: Auto-generate critical incident for sensitive cases, pinging duty managers.
3.10. Intercom
• Function: "Custom Bots"
• Setting: Set up bot-based detection and escalation trigger with internal note to support manager.
3.11. Jira Service Management
• Function: "Automation Rules"
• Setting: Auto-transition issue to "Escalation" status and assign to escalation group.
3.12. Outlook (Microsoft 365)
• Function: "Automated Flows via Power Automate"
• Setting: Create auto-forward rules for flagged emails to escalation mailbox.
3.13. Gmail
• Function: "Filters + Apps Script"
• Setting: Filter for escalation keywords and auto-forward or label for supervisor action.
3.14. Zoom
• Function: "Zoom Chatbot API"
• Setting: Notification of escalated case in dedicated Zoom chat for rapid triage.
3.15. Google Chat
• Function: "Incoming Webhooks"
• Setting: Send escalation case reports for team review.
3.16. Asana
• Function: "Rules & Automations"
• Setting: Auto-create tasks in escalation project for unresolved cases.
3.17. HubSpot Service Hub
• Function: "Ticket Automation"
• Setting: Set ticket pipelines to escalate and assign when criteria met.
3.18. Monday.com
• Function: "Automation Recipes"
• Setting: Move unresolved item to "Escalation" board and alert assigned user.
3.19. Zoho Desk
• Function: "Macro & SLAs"
• Setting: Auto-mark and re-assign cases that breach SLA timers.
3.20. Mattermost
• Function: "Incoming Webhooks"
• Setting: Post escalation notification in critical support channel.
3.21. RingCentral
• Function: "Glip Bot API"
• Setting: Escalation events create posts to team workspace.
3.22. Trello
• Function: "Butler Automation"
• Setting: Escalated cases are moved to dedicated escalation lists with checklist assignment.
Benefits
4.2. Accelerates issue resolution; boosts customer trust.
4.3. Centralized real-time updates; instant notifications to responsible roles.
4.4. Harmonizes escalation procedures across diverse communication and workflow platforms.
4.5. Enhanced transparency for audits and regulatory reporting.