FAQ and self-service workflow responses

Purpose

1.1. Automate responses to frequently asked questions (FAQs) related to air duct cleaning, appointment availability, service expectations, and pricing for HVAC/duct cleaning customers.
1.2. Enable customers to get instant self-service support for booking, service preparation, and aftercare, improving satisfaction and reducing manual support workload.
1.3. Centralize and standardize support across communication channels (SMS, chat, email, social, voice, and web) for unified customer experience.

Trigger Conditions

2.1. Customer submits a new query via website chat, business SMS, email, social DM, or contact form regarding air duct cleaning.
2.2. Incoming message contains keywords or phrases identified in pre-set FAQ triggers (e.g., “pricing,” “scheduling,” “cleaning process”), or routes from IVR self-service options.
2.3. Booking events, feedback forms, or status updates require automated response or status follow-up.

Platform Variants

3.1. Twilio SMS
• Feature: Autoresponder with Twilio Autopilot. Configure via webhook for FAQ intents.
• Example: JSON webhook to trigger on SMS containing “price” or “hours.”
3.2. SendGrid
• Feature: Automated email responder API. Configure inbound parse webhook to trigger FAQ response email.
• Example: Email body parser route “how long does cleaning take” to canned response.
3.3. Intercom
• Feature: Custom chatbots & Resolution Bot. Set workflow for HVAC FAQ triggers.
• Example: Dialog flow “Can I see your rates?” responds instantly with service tiers.
3.4. Zendesk
• Feature: Automated Macro/Trigger. Use ticket keyword detection to send FAQ answer.
• Example: Trigger on “free estimate” ticket to auto-send estimate policy.
3.5. Freshdesk
• Feature: Scenario Automations. Add rules for common air duct FAQ keywords.
• Example: Incoming “safe for pets?” email triggers standard pet safety message.
3.6. WhatsApp Business API
• Feature: Automated message via template. Setup trigger for “appointment” keyword.
• Example: Automated reply “Book a slot: [Link]” when user texts “book cleaning.”
3.7. Google Dialogflow
• Feature: FAQ intent with prebuilt responses.
• Example: Matching “how do I prep?” triggers a checklist for duct cleaning prep.
3.8. Facebook Messenger Platform
• Feature: Messenger Bot Auto Reply. Page inbox rules for FAQ triggers.
• Example: “Service Area” inquiry triggers neighborhood coverage response.
3.9. Drift
• Feature: Playbooks for FAQ answers.
• Example: Chat workflow pattern matching “cost” reveals pricing.
3.10. Microsoft Teams
• Feature: Power Automate–triggered bot for internal or external queries.
• Example: “Cleaning duration for 3BR” triggers standard response.
3.11. HubSpot Service Hub
• Feature: Conversational bots. Workflow for channel and FAQ type.
• Example: “How soon can you visit?” triggers instant calendar link.
3.12. Salesforce Service Cloud
• Feature: Einstein Bots for FAQ. Flows for common duct-related queries.
• Example: “What’s included?” triggers itemized response.
3.13. Slack
• Feature: Slackbot auto-responder with customized triggers.
• Example: Members type “checklist” for HVAC prep; bot replies instantly.
3.14. Aircall
• Feature: Call Whisper & IVR with preloaded FAQ scripts.
• Example: IVR “To know our rates, press 2.”
3.15. LiveChat
• Feature: Automated greetings and Quick Response shortcuts.
• Example: “Can I pay online?” triggers payment link auto-reply.
3.16. Olark
• Feature: Automation Rules for auto-messaging.
• Example: Page view “FAQ” triggers proactive message on duct cleaning process.
3.17. Tidio
• Feature: FAQ chatbot scenarios.
• Example: “Same day service?” triggers standard time slot availability.
3.18. Telegram Bot API
• Feature: Custom inline bot responses to keyword triggers.
• Example: User asks “COVID protocols” triggers standard safety info.
3.19. Mailgun
• Feature: Email parsing and responder API.
• Example: “business cleaning rates” email triggers auto-quote.
3.20. Webflow Forms + Zapier
• Feature: Form submit hooks tied to workflow automation.
• Example: Customer asks “What’s the process?” triggers an emailed explanation.

Benefits

4.1. Immediate, accurate responses to top HVAC duct cleaning questions 24/7.
4.2. Consistent support quality across all customer-facing channels.
4.3. Reduces reliance on frontline staff, minimizing human error and increasing service capacity.
4.4. Enhances customer experience, drives faster conversions, and increases overall satisfaction.
4.5. Provides robust analytics into common queries and service gaps for ongoing improvement.