Customer Service & CommunicationPurpose
1.2. Automatedly send real-time alerts regarding delivery issues, order delays, or unforeseen service interruptions to wholesale coal customers.
1.3. Enhance client trust and satisfaction through automating information flows, reducing manual intervention, and lowering communication errors.
1.4. Establish automated escalation paths and acknowledgment receipt tracking for compliance and customer service quality monitoring.
Trigger Conditions
2.2. Automated input from weather APIs or infrastructure incident feeds relevant to coal shipment routes.
2.3. Manual internal flagging by operations via workflow/UI form.
2.4. Automated weekly maintenance alert schedules or sudden equipment failures in the supply chain.
2.5. Automated integration with supplier system APIs for third-party coal stock or shipping status changes.
Platform Variants
• Feature/Setting: Automate SMS notification using programmable SMS API; configure webhook as trigger.
• Sample config: Set up from_number, to_number, message_template, error handling callback.
3.2. SendGrid
• Feature/Setting: Automate email alerts via /mail/send API endpoint with dynamic templates and delivery analytics.
• Sample config: Set API key, template_id, substitution data, enable automated bounce handling.
3.3. Slack
• Feature/Setting: Automate instant notifications to client-specific channels using chat.postMessage API.
• Sample config: Channel selector, message body with variables, mention settings.
3.4. Microsoft Teams
• Feature/Setting: Automate client alert in Teams via webhook connector, customizable card format.
• Sample config: Webhook URL, JSON message body, actionable button for client acknowledgment.
3.5. WhatsApp Business API
• Feature/Setting: Automates WhatsApp messages using /messages endpoint; template message configuration.
• Sample config: Recipient phone, template ID, dynamic fields population.
3.6. HubSpot
• Feature/Setting: Automate task creation and client follow-up emails via Workflows; Webhook trigger on disruption event.
• Sample config: Enrollment criteria, delay triggers, contact personalization.
3.7. Salesforce
• Feature/Setting: Automate Case record creation and send automated customer alerts via Process Builder/Flow.
• Sample config: Object criteria, alert template, client contact sync.
3.8. Zendesk
• Feature/Setting: Automate ticket creation and multi-channel messaging via Triggers and Notify API.
• Sample config: Event condition, message template, channel selector.
3.9. Mailchimp
• Feature/Setting: Automate client segmentation and email sendouts through Campaigns API.
• Sample config: Audience filter, custom merge tags, schedule send.
3.10. Pusher
• Feature/Setting: Automate web/app notification push using Channels API; real-time disruptions feed.
• Sample config: Channel event, payload builder, automate subscriber mapping.
3.11. Webex Teams
• Feature/Setting: Automated messages via /messages API triggered by disruption alert.
• Sample config: Room ID, message content, file inclusion.
3.12. PagerDuty
• Feature/Setting: Automated incident alert to customer account managers; event-triggered notification rules.
• Sample config: Event source, severity mapping, automated escalation policy.
3.13. ServiceNow
• Feature/Setting: Automate case generation and notification triggered by workflow engine.
• Sample config: Business rule, notification template, recipient group.
3.14. Google Chat API
• Feature/Setting: Automate alert messages to client spaces; interactive cards for acknowledgment.
• Sample config: Space ID, message format, callback for responses.
3.15. Telegram Bot API
• Feature/Setting: Automate disruption push notifications to customer chat groups.
• Sample config: Bot token, chat_id, automate message content with variables.
3.16. ClickSend
• Feature/Setting: Automates SMS/email/fax alert workflows through integrations API.
• Sample config: Contact group mapping, sender ID, message template.
3.17. Freshdesk
• Feature/Setting: Automate ticketing and alert emails using scenario automator rules.
• Sample config: Event filter, message content, ticket assignment automation.
3.18. Intercom
• Feature/Setting: Automated in-app or email messages using Message API and event triggers.
• Sample config: User event triggers, message personalizations, automate frequency controls.
3.19. Zoho CRM
• Feature/Setting: Automate workflow rules for email/SMS client alerts on record update.
• Sample config: Module selection, trigger condition, notification content.
3.20. Zapier
• Feature/Setting: Automate multi-step notifications involving SMS, email, CRM updates.
• Sample config: Trigger app, filter logic, multi-action automation, error handling path.
3.21. Microsoft Power Automate
• Feature/Setting: Automate end-to-end workflow with alerts using triggers and actions in Flow Designer.
• Sample config: On event, notify client via email/SMS, update CRM, log communication.
Benefits
4.2. Automation drives rapid dissemination of disruption intelligence to clients.
4.3. Automated alerting system improves customer retention and complaint outcomes.
4.4. Enables audit trails and compliance through automated record-keeping.
4.5. Automates escalation and follow-up, ensuring issues are not overlooked.
4.6. Provides multi-channel, multi-format notification flexibility for diverse client bases.
4.7. Enhances operational reliability and reinforces supplier professionalism via automation.