Consolidated communication logs for each customer

Purpose

1.1 Consolidate all customer communications (emails, calls, chats, tickets, SMS, meeting logs) into a unified timeline for each customer profile.
1.2 Enable maintenance teams, sales, and customer support to access historical interactions instantly.
1.3 Improve service tracking, compliance, dispute resolution, and personalized engagement.
1.4 Support regulatory records retention demands for aviation MRO documentation requirements.
1.5 Streamline workflow handoffs among internal teams with complete context continuity.

Trigger Conditions

2.1 New inbound or outbound communication detected via platform webhook/API.
2.2 Scheduled periodic pulls (e.g., nightly sync) from communication platforms.
2.3 Status or state changes in service ticketing or CRM systems.
2.4 Manual request for log update by a team member.

Platform Variants

3.1 Microsoft Outlook
• API: Microsoft Graph /Mail.Read
• Capture and push all customer email data into logs.
3.2 Gmail
• API: Gmail API /users.messages.list
• Sync all inbound/outbound emails linked to customers.
3.3 Twilio SMS & Voice
• Feature: Webhooks / Programmable Messaging & Voice
• Log all SMS and phone conversations per customer.
3.4 SendGrid
• Feature: Event Webhook
• Capture outbound transactional and marketing emails.
3.5 Zendesk
• API: Tickets & Users endpoints
• Pull communication and support ticket histories.
3.6 Freshdesk
• API: Ticket & Contact Updates
• Sync ticket threads, notes, and communications.
3.7 HubSpot CRM
• API: Engagements API
• Consolidate all interactions, notes, and emails.
3.8 Salesforce
• API: REST API / Chatter Feeds
• Aggregate activities, emails, and service case logs.
3.9 Intercom
• API: Conversations API
• Gather chat records and communication history.
3.10 Slack
• API: Conversations.history
• Extract relevant customer chat threads.
3.11 WhatsApp Business
• API: Cloud API / message webhooks
• Store inbound/outbound WhatsApp communications.
3.12 Aircall
• API: Calls endpoint
• Sync all call logs and recordings.
3.13 RingCentral
• API: Call Log
• Aggregate voice, fax, and SMS interactions.
3.14 Zoom
• API: Meeting Participant Reports
• Import meeting attendance, chat, and summaries.
3.15 Teams (Microsoft)
• API: Graph /communications/calls
• Log video call and message records.
3.16 Monday.com
• API: Updates & Items
• Sync board updates and communication notes.
3.17 Jira Service Management
• API: Issue Comments and Activity
• Collect all ticket discussions.
3.18 ServiceNow
• API: Incident/Task Activity Streams
• Consolidate correspondence on incidents/tasks.
3.19 Pipedrive
• API: Activities endpoint
• Store all calls, emails, and note logs.
3.20 Zoho CRM
• API: Communications (Emails, Calls, Notes)
• Collect all linked customer communications.

Benefits

4.1 360-degree customer communication visibility.
4.2 Instant access to multi-channel history across departments.
4.3 Reduce manual log keeping and compliance risks.
4.4 Improve response times and service quality.
4.5 Enhance reporting, audit-readiness, and MRO regulatory adherence.
4.6 Simplify onboarding and knowledge transfer.