Customer Service and CommunicationPurpose
1.2. Ensure real-time, multi-channel visibility for both customers and internal teams regarding order and quotation lifecycles.
1.3. Reduce manual follow-up, prevent miscommunications, and build customer trust with seamless notifications tailored to business and customer preferences.
Trigger Conditions
2.2. Order received, processing, or status changed in order management.
2.3. Shipment dispatched or delivered as per logistics system updates.
2.4. Manual status updates from sales/customer service teams.
2.5. Scheduled campaign or batch notifications (e.g., daily summaries).
2.6. Customer-initiated status requests through web forms, email, or messaging.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: SMS API for sending alerts. Configure “Programmable SMS” in Console, set webhook to trigger on order/quotation updates.
3.2. SendGrid
• Feature/Setting: Transactional Email API. Set up dynamic templates and connect “Mail Send” endpoint to dispatch update emails.
3.3. Slack
• Feature/Setting: Incoming Webhooks. Create a channel, enable webhook URL, trigger posts on quote/order status changes.
3.4. Microsoft Teams
• Feature/Setting: Incoming Webhook connector. Configure webhook in a Team, trigger messages for each status update.
3.5. WhatsApp Business API
• Feature/Setting: Message Templates (pre-approved). Use REST API to auto-send shipping or quotation notifications.
3.6. HubSpot
• Feature/Setting: Workflow Automation + “Send Email” action. Trigger sequence on deal or custom property update.
3.7. Salesforce
• Feature/Setting: Process Builder Flow “Send Email Alert” or “Post to Chatter”. Set up triggers on object state change.
3.8. Mailgun
• Feature/Setting: “Messages” API. Programmatic HTTP requests send real-time notifications triggered by backend systems.
3.9. Google Chat
• Feature/Setting: Incoming Webhooks. Scripted message posts on order or quotation triggers.
3.10. Zendesk
• Feature/Setting: Trigger automation with “Notify Target” for customer ticket update notifications.
3.11. Intercom
• Feature/Setting: Message API for direct user notifications. Configure event-driven or schedule-based triggers.
3.12. Shopify
• Feature/Setting: Order Notifications setup and webhook endpoint configuration for status notifications.
3.13. ActiveCampaign
• Feature/Setting: Automation workflow, “Send Email” or “Send SMS”, triggered by CRM events or segment entry.
3.14. Pipedrive
• Feature/Setting: Workflow Automation, “Send email” trigger on deal stage move (quotation/order status).
3.15. Zoho CRM
• Feature/Setting: Workflow Rule + Webhook. Configure notification alerts based on module status changes.
3.16. Freshdesk
• Feature/Setting: Automations tab—event-triggered notification rules using “Dispatch Notification” action.
3.17. QuickBooks Online
• Feature/Setting: “Workflows” for automated customer messaging on estimate or invoice status.
3.18. Monday.com
• Feature/Setting: Automation center, “When status changes, notify” workflow or webhook call to communication tools.
3.19. Asana
• Feature/Setting: Rule-based automation. Task status change triggers email, Slack, or 3rd-party integration.
3.20. Telegram
• Feature/Setting: Bot API. SendMessage endpoint configured for automated bot alerts to user or group chat.
3.21. Facebook Messenger
• Feature/Setting: Send API using a Page Access Token for instant DM notifications on customer updates.
3.22. Gmail
• Feature/Setting: Gmail API for auto-sending notification emails, triggered by backend or middleware.
Benefits
4.2. Enhances order transparency and customer satisfaction.
4.3. Minimizes human error and ensures compliance with SLAs.
4.4. Scalable, supports multi-channel customer interactions.
4.5. Provides detailed audit trails for all notifications sent.