Customer Support & FeedbackPurpose
1.2. Classify customer queries by intent, service category, or urgency and route via optimal communication channels.
1.3. Enable seamless inquiry escalation, status tracking, and feedback collection for client satisfaction and quality assurance.
Trigger Conditions
2.2. Webform submission from agency’s site or landing pages.
2.3. Incoming message via social media, SMS, or live chat.
2.4. Phone call to agency support or sales number.
2.5. CRM record update indicating client request.
Platform Variants
• Feature: SMS Webhook
• Setting: Configure Twilio Incoming SMS webhook to forward messages; payload includes sender, message, and timestamp.
3.2. SendGrid
• Feature: Inbound Parse Webhook
• Setting: Route emails to specific endpoints using inbound parse; set up callback URL for parsing.
3.3. Gmail / Google Workspace
• API: Gmail watch/watchHistory API
• Setting: Enable push notifications for matching labels; route based on subject, sender, or keywords.
3.4. Microsoft Outlook/Exchange
• API: Outlook Graph API (getMessage, createEvent)
• Setting: Subscribe to mailbox changes; auto-assign teams by email content analysis.
3.5. Zendesk
• Feature: Triggers & Automations
• Setting: Create rules based on ticket tags, requester domain, or custom fields.
3.6. Freshdesk
• Feature: Ticket Dispatch’r
• Setting: Auto-assign tickets by subject matching or contact segment.
3.7. Intercom
• API: Conversation Assignment API
• Setting: Assign chats per conversation attribute (topic, SLA, priority).
3.8. Slack
• API: Incoming Webhooks, Event Subscriptions
• Setting: Forward inquiry content to specific channels or DM users; set conditions by mentions or keywords.
3.9. Microsoft Teams
• API: Bot Framework, Graph API
• Setting: Post actionable messages into teams; assign follow-up tasks.
3.10. Salesforce
• Feature: Case Assignment Rules (Service Cloud)
• Setting: Define case rule entries per inquiry type or account status.
3.11. HubSpot
• API: Ticket Workflows
• Setting: Automate assignments based on pipeline, contact company, or form responses.
3.12. Zoho CRM
• Feature: Workflow Rules
• Setting: Trigger task/lead assignments by inquiry source or criteria.
3.13. PipeDrive
• API: Deals & Activities
• Setting: Assign deals/tasks triggered by webform or email integration.
3.14. Monday.com
• Feature: Automations
• Setting: Create rules for assignment of new 'item' based on inquiry source or tags.
3.15. Asana
• Feature: Rules & Forms
• Setting: Auto-create and assign tasks by new form submission content.
3.16. Trello
• Feature: Butler Automation
• Setting: Create cards by trigger; route to team boards or members.
3.17. Jira Service Management
• Feature: Automation Rules
• Setting: Assign issue by request type, priority, or custom fields.
3.18. Facebook Messenger
• API: Webhooks (Messenger Platform)
• Setting: Configure webhook to parse incoming messages; auto-route by keywords.
3.19. WhatsApp Business API
• API: Message Webhook
• Setting: Receive customer messages; forward and tag by intent detection.
3.20. Google Chat
• API: Incoming Webhooks
• Setting: Post inquiry summary and actionable buttons to target rooms.
3.21. Aircall
• API: Call Routing
• Setting: Setup smart rules for team or user assignment by IVR and call metadata.
3.22. LiveChat
• API: Webhooks/Agent Assignment
• Setting: Assign chat to department or agent based on pre-chat survey.
Benefits
4.2. Higher team efficiency by targeting the right expertise for each inquiry.
4.3. Traceable assignment and escalations for transparent workflows.
4.4. Frees up management bandwidth by reducing manual triage effort.
4.5. Scalable process, adaptable for varied channels and team sizes.