Multichannel notification (SMS, email, WhatsApp)

Purpose

1.1. Enable appliance brands to instantly and reliably contact customers on their preferred channels (SMS, email, WhatsApp) for appointment confirmations, repair updates, feedback requests, and support alerts.
1.2. Facilitate proactive outreach, complaint resolution, service notifications, and satisfaction surveying automatically.
1.3. Minimize missed communications, accelerate support response, and gather real-time service insights.

Trigger Conditions

2.1. New service/repair request submission via web, phone, or app.
2.2. Appointment confirmation or reminder needed.
2.3. Service technician dispatch or completion.
2.4. Customer satisfaction or feedback solicitation post-service.
2.5. Escalation or issue update from support ticketing system.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Send SMS API (POST /Messages) — Use for sending text updates with appointment details.
• Sample: To:+1234567890, Body:“Your appliance service is scheduled for tomorrow.”

3.2. SendGrid
• Feature/Setting: Mail Send API (v3/mail/send) — Automate email confirmations and feedback surveys.
• Sample: from: [email protected], to: [email protected], subject: Service Confirmation.

3.3. WhatsApp Business API
• Feature/Setting: /messages endpoint — Dispatch interactive WhatsApp messages for service reminders or feedback.
• Sample: type: template, to: +1234567890, template_name: “service_update”.

3.4. Amazon SNS
• Feature/Setting: Publish SMS and email notifications to mobile numbers/email addresses.
• Sample: set SMS type Promotional; topic: “service-reminder”.

3.5. Nexmo (Vonage)
• Feature/Setting: SMS API — send real-time text alerts to customers.
• Sample: api_key, api_secret, to, text.

3.6. Mailgun
• Feature/Setting: Messages API (POST /messages) for sending transactional emails.
• Sample: from, to, subject, text.

3.7. Plivo
• Feature/Setting: Message Create API — trigger SMS notifications for service updates.
• Sample: src, dst, text.

3.8. Infobip
• Feature/Setting: SMS and WhatsApp channels — send bulk or individualized notifications.
• Sample: from, to, message, channel: whatsapp.

3.9. MessageBird
• Feature/Setting: SMS, Email, WhatsApp API — orchestrate customer alerts and two-way chats.
• Sample: type: SMS; recipients.

3.10. Firebase Cloud Messaging
• Feature/Setting: Send notifications via mobile app push or web push for repairs and feedback.
• Sample: to: device_token, notification: {title, body}.

3.11. Microsoft Graph API
• Feature/Setting: /sendMail — automate confirmation or follow-up emails from Outlook accounts.
• Sample: message object with subject/body.

3.12. Slack API
• Feature/Setting: chat.postMessage — push alerts in internal channels or DM support teams.
• Sample: channel, text.

3.13. Pusher Beams
• Feature/Setting: Publish push notifications to customer devices for service timing updates.
• Sample: interest, web/device payload.

3.14. Zendesk
• Feature/Setting: Triggers (or API) to notify agents or customers on ticket status change via email/SMS.
• Sample: trigger action: email_user.

3.15. Freshdesk
• Feature/Setting: Automations — send emails/SMS on ticket creation, updates, or closures.
• Sample: event: “ticket updated,” action: send email.

3.16. HubSpot
• Feature/Setting: Workflows — automated email or SMS communication workflows for customers.
• Sample: enrollment trigger: “support request,” action: “send email.”

3.17. Intercom
• Feature/Setting: Message automation — send personalized, multi-channel notifications and in-app messaging.
• Sample: trigger: “form submission.”

3.18. ActiveCampaign
• Feature/Setting: Automations for sending emails/SMS to customers after service actions.
• Sample: trigger: “tag added,” action: send SMS/email.

3.19. RingCentral
• Feature/Setting: SMS API for outgoing customer notifications and updates.
• Sample: post: /restapi/v1.0/account/~/extension/~/sms.

3.20. Clickatell
• Feature/Setting: SMS, WhatsApp API for instant communication with customers.
• Sample: sendMessage endpoint, parameters: to, content, channel.

3.21. Zenvia
• Feature/Setting: SMS, WhatsApp flows — automate service status and feedback requests.
• Sample: channel: SMS or WhatsApp, send content.

3.22. 8x8
• Feature/Setting: SMS API for notifying customers on appointment times or changes.
• Sample: from, to, body.

3.23. Telesign
• Feature/Setting: SMS API for high-priority one-time passcodes or appointment verifications.
• Sample: phone_number, message.

Benefits

4.1. Enhances customer experience via timely, relevant, multichannel interaction.
4.2. Reduces missed appointments and support delays through automated reminders.
4.3. Improves feedback collection rates with easy, direct requests.
4.4. Centralizes communication processes to lower manual workload.
4.5. Increases first-contact resolution by providing instant updates and confirmations.