Customer Support & Feedback AutomationPurpose
1.2. Reduce workload on staff while extending immediate support outside working hours.
1.3. Capture frequently asked questions, booking requests, menu inquiries, pet policies, and feedback with standardized replies.
1.4. Seamlessly route escalations to human teams for complex or sensitive cases.
1.5. Integrate with CRM to update customer profiles and inquiry history.
Trigger Conditions
2.2. Detection of keywords such as “booking,” “menu,” “pets,” “hours,” and “location.”
2.3. Contact form submission containing eligible fields.
2.4. Customer mentions on social media or review sites.
2.5. Support ticket or direct message creation in integrated platforms.
Platform Variants
• Feature/Setting: Incoming Message Webhook — configure webhook URL for automated response logic.
3.2. SendGrid
• Feature/Setting: Inbound Parse Webhook — set endpoint to auto-reply to incoming emails.
3.3. Gmail
• API: Gmail API — configure “send” scope with watch for new messages, trigger auto-responses.
3.4. Outlook (Microsoft 365)
• API: Microsoft Graph API — monitor new mail and send reply via /me/sendMail.
3.5. Zendesk
• Function: Trigger automation on new ticket event with pre-defined macros for responses.
3.6. Freshdesk
• Feature: Event Automator — set auto-reply rule for “new ticket created” event.
3.7. Intercom
• API: Intercom Conversations Webhook — listen for “conversation.created,” respond using reply endpoint.
3.8. Facebook Messenger
• API: Messenger Webhook — handle “messages” event, use Send API for templated responses.
3.9. Instagram Direct
• API: Instagram Graph API — webhook for direct messages, reply via messaging endpoint.
3.10. WhatsApp Business
• API: WhatsApp Cloud API — receive and send messages using /messages endpoint.
3.11. Slack
• Feature: Slack Events API — trigger on “message” event in dedicated support channels.
3.12. Microsoft Teams
• Feature: Bot Framework — set bot for “messageReceived” event, auto-reply to queries.
3.13. Telegram
• API: Telegram Bot API — set webhook on /getUpdates, send reply via /sendMessage.
3.14. Webflow Forms
• Feature: Form Submission Hook — POST to automation endpoint, return confirmation message.
3.15. Typeform
• Webhook: On form completion, call response endpoint for instant follow-up.
3.16. Shopify Contact Form
• API: Webhook on “customer_contact” event, configure auto-reply logic.
3.17. Yelp
• Feature: Yelp Messaging API — monitor messages, use /reply endpoint for responses.
3.18. Google Business Messages
• API: Business Messages API — listen to new_message event, respond via sendMessage method.
3.19. Zoho Desk
• Rule: Workflow Auto-Responder — trigger default response on incoming ticket.
3.20. LiveChat
• Feature: Webhook for New Chat — respond using API’s Send Chat Message method.
Benefits
4.2. Consistent messaging boosts brand trust and customer satisfaction.
4.3. Scalable support with reduced human intervention for routine queries.
4.4. Captured data aids business insight, personalization, and follow-ups.
4.5. Reduced operational overhead and rapid escalation when needed.