Archive all customer interactions in CRM automatically

Purpose

1.1. Ensure all customer interactions across chat, email, SMS, calls, and webforms are logged in the CRM for unified records, compliance, follow-ups, analytics, and accountability, minimizing manual data entry and reducing missed touchpoints relevant to sales, support, and post-sales service.
1.2. Achieve automated, real-time archival of every inbound/outbound interaction for every customer profile, enabling seamless communication continuity, dispute resolution support, and data-driven strategy refinements.

Trigger Conditions

2.1. An inbound chat, SMS, email, or call is initiated by a customer or agent.
2.2. A customer webform is submitted or support ticket is opened/updated.
2.3. Outbound communication is sent or responded to via any integrated channel or app.
2.4. CRM record creation or update event occurs, flagging new interaction data for archival.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Webhook for incoming/outgoing SMS; configure webhook URL to post message payload to CRM API endpoint as customized JSON.
3.2. SendGrid
• Feature/Setting: Inbound Parse Webhook; direct inbound emails to a Parse endpoint, extract customer/interaction data, forward to CRM create-interaction API.
3.3. Zendesk
• Feature/Setting: Webhooks & Triggers; configure trigger for every ticket creation/update to POST to CRM “Log Interaction” API.
3.4. HubSpot CRM
• Feature/Setting: Workflow automation; use webhook action or Zapier natively in workflow to push new communication records.
3.5. Salesforce
• Feature/Setting: Process Builder/Flow to trigger on Communication__c object updates, then call “External Service” integration to push to archive database if needed.
3.6. Microsoft Teams
• Feature/Setting: Graph API subscription for channel messages; each message event forwards to CRM log via an HTTP request.
3.7. Slack
• Feature/Setting: Event Subscriptions API; subscribe to message events, process with Lambda, and send to CRM POST endpoint.
3.8. Intercom
• Feature/Setting: Webhooks for conversation.created/updated; map delivered payload to CRM API schema for auto-archival.
3.9. Zoho Desk
• Feature/Setting: Workflow ‘Function Execution’ on ticket reply or closure; call CRM REST endpoint with mapped content.
3.10. Mailgun
• Feature/Setting: Routes to forward all/filtered inbound emails via JSON POST to CRM endpoint.
3.11. Freshdesk
• Feature/Setting: Automations > Observer rule on ticket events; ring webhook to log interaction externally.
3.12. Genesys Cloud
• Feature/Setting: Notification API; subscribe to conversation events, push directly to CRM via custom logic.
3.13. Aircall
• Feature/Setting: Call webhook; all new call events POSTed with metadata + notes to CRM “log call” API route.
3.14. RingCentral
• Feature/Setting: Push notifications via webhook for new calls/messages; structure payload for direct CRM update/archival.
3.15. LiveChat
• Feature/Setting: Webhook on chat ended/archived; processes transcript and sender details to CRM.
3.16. Google Workspace (Gmail)
• Feature/Setting: Gmail API watch for label-specific emails; process and log relevant data in CRM interaction notes.
3.17. Shopify (Customer Queries)
• Feature/Setting: Webhook for new customer message/contact form; initiate CRM record update with message body.
3.18. Outlook 365
• Feature/Setting: Microsoft Graph API for mailbox notifications; fetch new email message, parse, and send to CRM logging endpoint.
3.19. Whatsapp Business API
• Feature/Setting: Webhook for inbound/outbound message events; forward payload to CRM system for archival.
3.20. LiveAgent
• Feature/Setting: Automation rules on ticket events with HTTP action to CRM to log full thread content and meta.
3.21. Facebook Messenger
• Feature/Setting: Messenger Webhooks; process page conversation events and archive message thread in CRM.
3.22. Help Scout
• Feature/Setting: Webhook on conversation event; send message thread with associated meta upon status change to CRM endpoint.

Benefits

4.1. Minimizes manual entry, saving staff time and reducing human error.
4.2. Guarantees consistency and completeness in customer records for all communication channels.
4.3. Facilitates swift, data-driven responses and personalized support by staff.
4.4. Supports regulatory and business compliance for record-keeping and escalation.
4.5. Enables full communication history for tailored marketing and upselling activities.
4.6. Improves customer trust through continuity and context-awareness in service.
4.7. Ensures future analytics and auditing are based on comprehensive data.