Tracking and reporting of customer interactions

Purpose

1.1. Centralize all customer interactions (calls, emails, chat, SMS) in real-time to ensure comprehensive tracking.
1.2. Enable automated logging and aggregation from every communication channel for both inbound and outbound contacts.
1.3. Generate consolidated reports for history, query resolution, satisfaction, and communication patterns.
1.4. Identify bottlenecks, follow-up needs, and recurring issues in customer relationships.
1.5. Support compliance and auditing by maintaining a traceable record of all customer touchpoints.
1.6. Enhance forecasting and business planning using interaction metadata and analytics.
1.7. Offer self-service dashboards for stakeholders and surface high-priority trends proactively.

Trigger Conditions

2.1. Inbound messages or calls received via predefined business communication channels.
2.2. Outbound communications initiated by sales, support, or CRM systems.
2.3. Manual updates or notes added to any customer communication log.
2.4. Scheduled periodic aggregation or daily/weekly summary cycles.
2.5. Specific customer inquiry types, tags, or priority flags detected on entry.
2.6. API events from connected third-party customer communication tools.
2.7. Calendered review intervals for reporting and analysis workflows.

Platform Variants

3.1. Twilio
- Feature/Setting: Webhook for SMS and Call logs; configure Twilio Studio Flow to push interaction data to endpoint
3.2. SendGrid
- Feature/Setting: Inbound Parse Webhook; configure to forward all incoming/outgoing mail data via webhook
3.3. Salesforce
- Feature/Setting: Event Monitoring API; connect via REST API to capture case and communication events
3.4. HubSpot
- Feature/Setting: Engagements API; poll or subscribe to engagement creation events for logging
3.5. Zendesk
- Feature/Setting: Incremental Ticket Events API; sync all new or updated communication records
3.6. Microsoft Teams
- Feature/Setting: Microsoft Graph API 'List chats'; poll chats related to customers and extract threads
3.7. Slack
- Feature/Setting: Events API 'message.channels'; subscribe and route logs to aggregation pipeline
3.8. SAP C4C
- Feature/Setting: OData API for Ticket Interactions; poll for new/edited communication events
3.9. Freshdesk
- Feature/Setting: Webhook on Ticket Updates; configure to send interaction data on change
3.10. Intercom
- Feature/Setting: Webhook for Conversations; forward every conversation event
3.11. Gmail
- Feature/Setting: Gmail API 'List Messages'; schedule polling for all inbound/outbound customer messages
3.12. Outlook
- Feature/Setting: Microsoft Graph API 'Get messages'; periodic retrieval of customer-related emails
3.13. Google Chat
- Feature/Setting: Google Chat API 'Spaces Messages'; monitor customer-related conversations
3.14. Pipedrive
- Feature/Setting: Webhooks on Activity Created/Updated; push new/updated interactions
3.15. Zoho CRM
- Feature/Setting: API for Notes and Emails; extract new notes and emails tied to customers
3.16. RingCentral
- Feature/Setting: Call Log API; poll periodically for all inbound/outbound call details
3.17. Genesys Cloud
- Feature/Setting: Conversations API; subscribe to real-time interaction notifications
3.18. Aircall
- Feature/Setting: Call Webhooks; forward all call activity in real-time
3.19. WhatsApp Business
- Feature/Setting: Cloud API Webhook; forward message metadata and conversation data
3.20. LiveChat
- Feature/Setting: Webhooks for Chat events; push all live chat transcripts to central record
3.21. Facebook Messenger
- Feature/Setting: Webhooks for Page Events; route messages to aggregation tool
3.22. Telegram
- Feature/Setting: Bot API 'getUpdates'; poll customer interaction logs
3.23. Monday.com
- Feature/Setting: Integrations for updates; auto-forward customer interaction pulses
3.24. Asana
- Feature/Setting: Webhooks for Task Comments; extract communications on customer-facing tasks

Benefits

4.1. Full audit trail of all customer communications for regulatory and quality control.
4.2. Significantly reduced manual logging and human error.
4.3. Faster customer response times and improved query resolution tracking.
4.4. Deep visibility into communication bottlenecks, high-volume customers, and recurring issues.
4.5. Actionable analytics for trend spotting, SLA scoring, and team/agent performance.
4.6. Self-serve reporting for management and stakeholders, improving strategic decision-making.
4.7. Scalability — add channels/platforms modularly as business grows.