Automated service request intake

Purpose

1.1. Automate capture and processing of customer service requests for air conditioning units via multi-channel inputs, reducing manual intake, ensuring timely response, centralized ticket creation, real-time status updates, escalation management, and initial triaging, with seamless integration into internal service, CRM, and notification systems.

Trigger Conditions

2.1. Inbound SMS, voice call, or WhatsApp to store service number.
2.2. Contact form submission on website.
2.3. New email to dedicated support address.
2.4. Social media direct message or post mention.
2.5. In-app support request from mobile application.
2.6. API push from third-party partners or service aggregators.
2.7. IoT alert from connected AC unit indicating an issue.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Incoming webhook triggers on new SMS; configure Twilio Studio Flow to parse message and start automation.
3.2. Twilio Voice
• Feature/Setting: Call webhook for incoming voice calls; use Twilio Voice to transcribe and hand off data to intake flow.
3.3. WhatsApp Business API
• Feature/Setting: Set up inbound message webhook; parse WhatsApp content for service keywords and customer details.
3.4. SendGrid
• Feature/Setting: Inbound Parse Webhook; extract email content and attachments for service intake.
3.5. Gmail API
• Feature/Setting: Watch mailbox for new messages; use label or filter for service requests, triggering upon match.
3.6. Facebook Messenger API
• Feature/Setting: Webhook for incoming messages; extract conversation intent and user info.
3.7. Instagram Messenger API
• Feature/Setting: Webhook on DM to business profile; route message data to intake logic.
3.8. Microsoft Teams
• Feature/Setting: Monitor specific channel or bot mentions for customer service triggers.
3.9. Slack API
• Feature/Setting: Incoming webhooks for DM to service bot or channel; start intake workflow upon trigger.
3.10. Zendesk
• Feature/Setting: Ticket creation via API endpoint; prepopulate fields using parsed intake data.
3.11. Freshdesk
• Feature/Setting: API endpoint for new ticket; map parsed request directly into Freshdesk system.
3.12. HubSpot Service Hub
• Feature/Setting: Create new ticket using CRM API; attach customer contact if matched.
3.13. Salesforce Service Cloud
• Feature/Setting: Case creation API; set status and owner based on intake parameters.
3.14. Shopify
• Feature/Setting: Webhook on new contact form or order note; extract service intent.
3.15. Shopify Flow
• Feature/Setting: Trigger workflow when order tag or metafield indicates service need.
3.16. Monday.com
• Feature/Setting: API to create new item in service board; auto-assign based on request type.
3.17. Google Forms
• Feature/Setting: Form submit trigger; auto-parse responses for intake details.
3.18. JotForm
• Feature/Setting: Webhook integration for form submission; extract fields for service entry.
3.19. Zoho Desk
• Feature/Setting: API to log ticket with customer and request info.
3.20. Intercom
• Feature/Setting: Inbound message or ticket webhook; segment and assign to service agent.
3.21. ServiceNow
• Feature/Setting: Incident creation API; set priority and initial assignment.
3.22. Google Chat
• Feature/Setting: Webhook to designated chat room; post message card for new service request.
3.23. Outlook 365
• Feature/Setting: Watch mailbox for support emails; parse and forward content.
3.24. Aircall
• Feature/Setting: Webhook on missed/answered calls; push caller info to intake process.
3.25. Zapier Webhooks
• Feature/Setting: Catch incoming webhook from any source and relay to intake logic.

Benefits

4.1. 24/7 capture of service requests from all communication channels.
4.2. Instant categorization and assignment reducing response times.
4.3. Eliminates duplicate manual entry, ensuring data consistency.
4.4. Scalable to handle spikes in customer demand.
4.5. Improves customer satisfaction with prompt acknowledgment and tracking.