Canned response dispatch for common queries

Purpose

1.1. Automate instant replies to frequently asked client questions via multiple channels, improving response time, consistency, and customer satisfaction in advertising agency support.
1.2. Deflect repetitive inquiries from live agents to reduce workload and operational costs.
1.3. Ensure after-hour support and prompt engagement for new leads in marketing and advertising services.

Trigger Conditions

2.1. Incoming client communication matches predefined FAQ or keyword set.
2.2. Message received outside business hours or during agent unavailability.
2.3. Specific contact form fields or email subjects align with common queries.

Platform Variants

3.1. Twilio SMS
- Feature: SMS Webhooks
- Configure: Set webhook to monitor SMS for keywords, auto-reply with template message.

3.2. SendGrid
- Feature: Inbound Parse Webhook
- Configure: Parse incoming email subject/body, match with canned responses, auto-respond via Email API.

3.3. Zendesk
- Feature: Triggers + Macros
- Configure: Trigger auto-macro on new tickets containing FAQs, send pre-written response.

3.4. Intercom
- Feature: Custom Bots
- Configure: Bot triggers set on keyword detection, auto-send saved replies.

3.5. Help Scout
- Feature: Workflow Automation
- Configure: Workflow detects subject/body phrase, sends pre-drafted reply.

3.6. Freshdesk
- Feature: Scenario Automation
- Configure: Event-based automation replies to tickets with canned responses.

3.7. Slack
- Feature: Workflow Builder
- Configure: Workflow triggers on keyword in channel, posts or DMs canned answer.

3.8. Microsoft Teams
- Feature: Power Automate Templates
- Configure: Monitor chats for trigger phrases, send pre-configured adaptive card or chat response.

3.9. Facebook Messenger
- Feature: Messenger Quick Replies API
- Configure: Bot listens for specified queries, responds instantly with preset messages.

3.10. WhatsApp Business API
- Feature: Message Templates
- Configure: When message matches rule, send approved template reply via API.

3.11. Salesforce Service Cloud
- Feature: Quick Text
- Configure: Auto-selects matching Quick Text template for common questions.

3.12. HubSpot Service Hub
- Feature: Snippets & Workflows
- Configure: Workflow detects FAQ, inserts snippet in auto-reply.

3.13. Zoho Desk
- Feature: Workflow Automation
- Configure: Event on ticket creation matches keyword, sends canned answer.

3.14. Gmail (Google Workspace)
- Feature: Filters + Templates
- Configure: Filter finds matching emails, auto-responds using saved template.

3.15. Outlook 365
- Feature: Rules + Quick Parts
- Configure: Rule on subject/body triggers auto-reply via Quick Part.

3.16. Mailgun
- Feature: Routes + Templates
- Configure: Route handler detects FAQ, replies with template content.

3.17. Drift
- Feature: Playbooks (Automated Responses)
- Configure: Playbook activates on question match, sends canned response.

3.18. LiveChat
- Feature: Canned Responses
- Configure: Auto-triggered in chat by keyword pattern recognition.

3.19. Crisp
- Feature: Triggers
- Configure: Intent detection starts auto-response sequence.

3.20. Telegram Bot
- Feature: Bot API - sendMessage
- Configure: Script parses messages for keywords, issues pre-set reply via API.

Benefits

4.1. Enhances response speed and consistency for client queries.
4.2. Reduces agent repetitive workload and operational costs.
4.3. Ensures coverage during peak and off-hours.
4.4. Increases lead engagement and satisfaction rates.
4.5. Supports omnichannel customer support strategies.