Customer & Supplier Engagement AutomationPurpose
1.2. Assign incoming queries to specific tickets, enabling precise tracking and follow-up.
1.3. Aggregate all communication channels for a consolidated view of customer interactions.
1.4. Trace inquiry history, status updates, and resolutions for compliance and quality metrics.
1.5. Accelerate response to both new and recurring requests, improving customer satisfaction.
1.6. Enhance internal SLA monitoring, escalation workflows, and reporting for continuous improvement.
1.7. Maintain complete audit trails to meet aerospace regulatory and manufacturing documentation standards.
Trigger Conditions
2.2. Submission of inquiry via web form or corporate portal.
2.3. Inbound SMS or WhatsApp communication.
2.4. Phone call logged by IVR/telephony system.
2.5. Social media message received on monitored channels.
2.6. Direct entry from a supplier or customer portal integration.
2.7. Internal user submits a new case within the CRM.
Platform Variants
• Feature: Rules and Graph API; configure rule to forward to a webhook when email is received at support@
3.2. Gmail
• Feature: Gmail API “watch” and “messages.list”; configure script to capture new labeled messages
3.3. Zendesk
• Feature: Ticketing API endpoint “POST /api/v2/tickets”; set up trigger for new support tickets
3.4. Salesforce Service Cloud
• Feature: Case object/process builder; auto-create case records on inbound messages
3.5. Freshdesk
• Feature: Webhooks and Tickets API “POST /api/v2/tickets”; map web form input to tickets
3.6. HubSpot Service
• Feature: Conversations Inbox + Tickets API; configure workflow for instant ticket creation
3.7. Twilio
• Feature: “Incoming Message” webhook in SMS/WhatsApp; parse and forward message content
3.8. Slack
• Feature: Event Subscriptions “message.channels”; capture direct messages to support channel
3.9. Microsoft Teams
• Feature: Incoming webhook and Graph API; monitor “support” channels for messages
3.10. Intercom
• Feature: “New conversation” trigger and API; funnel chat requests into tracking system
3.11. Zoho Desk
• Feature: Webform integration, “Add Ticket” API; automate ticket creation on form submit
3.12. ServiceNow
• Feature: REST Table API “/api/now/table/incident”; sync new incidents from all channels
3.13. Jira Service Management
• Feature: “Create Issue” REST API; configure automation for inbound customer requests
3.14. SendGrid
• Feature: Inbound Parse Webhook; extract and post emails as new tickets
3.15. Facebook Messenger
• Feature: Messenger Webhook API; collect messages addressed to company page
3.16. WhatsApp Business API
• Feature: “messages” endpoint; ingest new WhatsApp customer inquiries
3.17. Telegram
• Feature: “getUpdates” API; scrap new messages sent to defined bot
3.18. SAP Service Cloud
• Feature: Ticket API; configure auto-creation from email/API
3.19. Pipedrive
• Feature: Webhooks and Activity API; log inquiries as activities for follow-up
3.20. Aircall
• Feature: Call Webhooks; auto-create support cases on new calls
3.21. Mailgun
• Feature: Routes and “store” action; forward inbound messages into tracking flow
3.22. monday.com
• Feature: API “create_item”; log tickets automatically to boards
3.23. Asana
• Feature: Tasks API “POST /tasks”; map triggers to new task for response
3.24. Kustomer
• Feature: Conversations API; submit new conversation or ticket per inquiry
Benefits
4.2. Ensures all inbound communications are acknowledged and tracked.
4.3. Centralizes requests across multiple platforms for single-pane oversight.
4.4. Streamlines escalation and SLA management for compliance.
4.5. Minimizes manual error and lost inquiries by systematic ticketing.
4.6. Enables granular analytics on inquiry sources, timings, and resolutions.
4.7. Contributes to audit-readiness vital for regulated aerospace manufacturing environments.