Automated replies to customer queries on multiple channels

Purpose

1.1. Automate replies to incoming customer queries received on channels such as SMS, Email, Facebook Messenger, WhatsApp, website chat, and Google Business Messages.
1.2. Ensure instant, consistent, and professional communication for glasses repair status, appointment booking, quote requests, and FAQs.
1.3. Automatedly recognize inquiry intent, fetch relevant information from integrated CRM or repair tracking systems, and send accurate responses without manual intervention.
1.4. Automate escalation to human agents for complex queries or negative sentiment detected.
1.5. Ensure all communication is logged and responses are uniformly branded and tracked for reporting and compliance needs.

Trigger Conditions

2.1. New incoming message detected on an enabled channel (SMS, Email, messenger apps, live chat widget, etc.).
2.2. Specific keywords related to glasses repair, appointment, quote, or order status found in query.
2.3. Form submission or callback request received through website or app.
2.4. Customer reply received within a pre-defined repair ticket thread.
2.5. Business hours or agent unavailability triggers auto-reply for after-hour messages.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Use Twilio Programmable Messaging API; configure webhook to receive and send automated SMS replies based on query text and triggers.
3.2. SendGrid
• Feature/Setting: Inbound Parse Webhook and Email API; automate replies to repair status or quotes via transactional emails triggered by inbound messages.
3.3. Facebook Messenger
• Feature/Setting: Messenger Platform Webhooks and Send API; automatedly receive and send structured auto-replies triggered by customer messages.
3.4. WhatsApp Business API
• Feature/Setting: Message Webhooks with automated session messages; set up automated replies with dynamic templates for varying query types.
3.5. Google Business Messages
• Feature/Setting: Partner or API integration; automated conversation flows deliver instant replies about glasses repair inquiries.
3.6. Intercom
• Feature/Setting: Automated Chatbots and Workflows; set up rules to respond to FAQs and service requests in the live chat channel.
3.7. Zendesk
• Feature/Setting: Triggers, Automations, and Answer Bot; automate replies for specific ticket types and auto-response for repeat questions.
3.8. Freshdesk
• Feature/Setting: Scenario Automations and Freddy AI; configure repair-status bot to reply based on customer’s query keywords.
3.9. Slack
• Feature/Setting: Bot User and Events API; automate internal replies to staff for escalated customer queries or direct SMS replies via integrations.
3.10. Microsoft Teams
• Feature/Setting: Bots Framework; automate steps for internal repair updates and direct automated replies to customers through connected email/SMS.
3.11. HubSpot
• Feature/Setting: Conversations Inbox & Workflow Automation; automatically reply via connected email or messenger channels.
3.12. Zoho Desk
• Feature/Setting: Workflow Automation; set logic for automated ticket replies based on query topics (repair, pickup, estimate).
3.13. Telegram Bot API
• Feature/Setting: setWebhook to receive messages, automate contextual replies matching repair service scripts.
3.14. LiveChat
• Feature/Setting: ChatBot integrations; create automator scripts to handle routine repair queries.
3.15. Drift
• Feature/Setting: Playbooks and Chatbots; automate greeting, repair intake, and appointment setting.
3.16. Aircall
• Feature/Setting: Call and SMS workflows for automated SMS follow-up and repair updates.
3.17. Mailgun
• Feature/Setting: Routes and Automated Email Templates; instantly reply to incoming quotes or repair requests.
3.18. Kustomer
• Feature/Setting: Chatbots and Workflow Automation; configure intents for instant reply based on common optical repair requests.
3.19. Genesys Cloud
• Feature/Setting: Digital Bots and Workflows; build automators for customer queries across SMS, Messenger, WhatsApp.
3.20. Salesforce Service Cloud
• Feature/Setting: Einstein Bots and Process Automations; auto-reply to all digital channel queries, escalating only when needed.

Benefits

4.1. Automate response to customer questions around the clock, improving satisfaction and reducing missed opportunities.
4.2. Automatedly ensure professional, brand-consistent communication for every repair-related interaction.
4.3. Automating replies reduces manual workload for staff and speeds up response times.
4.4. Multi-channel automation ensures every customer receives a timely, context-aware reply regardless of how they contact the business.
4.5. Automation logs all customer communication systematically, strengthening reporting, performance improvement, and compliance.