Centralized communication logs for each customer

Purpose

1.1. Create a unified, searchable record of all customer communications, aggregating emails, calls, chats, and tickets for each client.
1.2. Ensure no communication is lost, and any team member can view the full interaction history, supporting faster issue resolution and improved customer satisfaction.
1.3. Enable compliance and quality control audits by securely logging and timestamping all interactions.
1.4. Facilitate clearer internal handoffs by maintaining consistent, up-to-date communication logs linked to each customer profile.

Trigger Conditions

2.1. New inbound or outbound email sent/received from a customer domain.
2.2. SMS or call initiated or received with a customer-registered phone number.
2.3. Customer chat initiated via website/live chat widgets.
2.4. Support ticket created, updated, or closed in helpdesk systems.
2.5. Any interaction note or file uploaded to the CRM/customer record by staff.

Platform Variants

3.1. Microsoft Outlook
• Feature/Setting: Graph API – Configure webhook on new email received/sent events.

3.2. Gmail (Google Workspace)
• Feature/Setting: Gmail API – Enable watch on user mailbox for historyId triggers.

3.3. Twilio
• Feature/Setting: Webhook on Message Received/Sent, Call Completed; configure messaging and voice API callbacks.

3.4. Zendesk
• Feature/Setting: Triggers on ticket create/update, use Tickets API to pull messages.

3.5. Freshdesk
• Feature/Setting: Webhooks on ticket creation/update, Freshdesk API integration.

3.6. HubSpot
• Feature/Setting: CRM Timeline API, log engagements (emails, calls, notes) to contact records.

3.7. Salesforce
• Feature/Setting: Platform Events, EmailMessage and Task objects with streaming API.

3.8. Intercom
• Feature/Setting: Conversation Webhooks; Conversations API to retrieve full chat transcripts.

3.9. Slack
• Feature/Setting: Event Subscriptions – message.channels and message.im events.

3.10. Microsoft Teams
• Feature/Setting: Graph API change notifications on chatMessages.

3.11. RingCentral
• Feature/Setting: Call Log and Message Store API for calls and SMS.

3.12. Zoho CRM
• Feature/Setting: Email and Call APIs, setup function hooks on Activities module.

3.13. Pipedrive
• Feature/Setting: Webhooks on activity/email, Activities API for call log.

3.14. Aircall
• Feature/Setting: Webhook on call.completed, API to sync call details and recordings.

3.15. Front
• Feature/Setting: Webhooks on conversations, API for pulling all message threads.

3.16. Mailgun
• Feature/Setting: Event Webhooks for inbound/outbound email, Messages API for content.

3.17. SendGrid
• Feature/Setting: Event Webhooks on delivered, opened, clicked, API to fetch specific email events.

3.18. LiveChat
• Feature/Setting: Webhooks for new chat started/ended, API to fetch chat histories.

3.19. Monday.com
• Feature/Setting: Integration recipes on pulse and update creation; API to push log entries.

3.20. Asana
• Feature/Setting: Event and webhook on task updates and comments as logs.

Benefits

4.1. End-to-end visibility ensures all staff have context for customer needs/issues.
4.2. Reduces duplicated work and missed follow-ups due to knowledge gaps.
4.3. Simplifies audits and regulatory compliance for communication logging.
4.4. Accelerates onboarding of new team members with transparent client histories.
4.5. Improves service quality and response times through centralized access to interactions.