Customer Communication and Support AutomationPurpose
1.2 Deliver instant status updates via multiple channels (SMS, email, chat, push notifications) globally for support case escalations, resolutions, new replies, document requests, or procedural steps.
1.3 Fulfill government requirements for timely citizen communication under privacy, compliance, and audit constraints.
Trigger Conditions
2.2 Addition of internal/external note or document to case.
2.3 SLA timer reached or exceeded.
2.4 User action required or case inactivity detected.
2.5 Escalation or assignment to a new agent.
Platform Variants
3.1 Twilio SMS
• Feature/Setting: Programmable Messaging — configure workflow to send SMS on case record update; set recipient to taxpayer’s mobile number.
3.2 SendGrid
• Feature/Setting: v3 Mail Send API — send personalized email update; dynamic fields for case ID and status change; enable tracking.
3.3 Slack
• Feature/Setting: Incoming Webhooks — post real-time channel message when an urgent support case requires escalation.
3.4 Microsoft Teams
• Feature/Setting: Connector API — push adaptive card with case status to relevant support channel for visibility.
3.5 Telegram
• Feature/Setting: Bot API sendMessage — direct update for citizens who opt-in to official Telegram support channels.
3.6 WhatsApp Business API
• Feature/Setting: Template Message — trigger update via approved template when a case moves to critical phase.
3.7 Discord
• Feature/Setting: Webhook integration — notify specific roles in a server on new documentation request for a case.
3.8 Zendesk
• Feature/Setting: Triggered Notification Action — email/SMS/call for status changes; configure triggers in Admin Center.
3.9 Salesforce
• Feature/Setting: Process Builder/Flow — send notification via Chatter, Email Alert, or custom SMS connector.
3.10 Microsoft Power Automate
• Feature/Setting: Automated cloud flow — listen for CRM record changes, push notifications to selected channels.
3.11 HubSpot Service Hub
• Feature/Setting: Workflow Automation — trigger internal/external notifications when ticket property changes.
3.12 Google Chat
• Feature/Setting: Chat App @mention — automated message to group/individual on update.
3.13 Mailgun
• Feature/Setting: /messages API — auto-generate email from case activity, inject custom metadata, log delivery.
3.14 Intercom
• Feature/Setting: Message API, Event tracking — in-app or email message triggered by case milestone.
3.15 Zoho Cliq
• Feature/Setting: Incoming Webhook — send alert for support milestones to tax authority ops channels.
3.16 Pushover
• Feature/Setting: API Message — send urgent mobile push for deadline-critical cases.
3.17 AWS SNS
• Feature/Setting: Publish action — distribute notification (SMS, push, email) to subscribed endpoints.
3.18 Freshdesk
• Feature/Setting: Automations → Ticket Updates — configure triggers to launch multi-channel alerts on case events.
3.19 Pipedrive
• Feature/Setting: Workflow Automation — send email/SMS via integration when custom “Support Status” field changes.
3.20 Telegram Botfather
• Feature/Setting: API integration with escalation triggers — deliver updates to pre-registered taxpayer accounts.
3.21 PagerDuty
• Feature/Setting: Event Trigger — escalate unresolved critical support cases to on-duty technical staff.
3.22 Facebook Messenger
• Feature/Setting: Messenger Platform Send API — send direct message for cases where the user registered via Facebook login.
Benefits
4.2 Reduces manual overhead for government staff.
4.3 Ensures compliance with timely notification mandates.
4.4 Supports multi-channel communication for accessibility and preference.
4.5 Enables auditability with traceable communication logs.