Customer Support & Service AutomationPurpose
1.2. Automator to collect all inbound communications across retail, poster-specific channels, enabling faster response, streamlined service, and better SLA fulfillment.
1.3. Automate monitoring, assignment, and status tracking for common customer queries including order status, delivery, and product inquiries.
1.4. Automating sentiment analysis and tagging, facilitating ticket routing for posters and stationery products.
1.5. Enables automatable escalation to management for high-priority customer issues.
Trigger Conditions
2.2. Automation runs upon keyword detection (e.g., “order delay,” “refund,” “wrong poster”).
2.3. Triggers on new channel connection or inbox assignment updates.
2.4. Automatable escalation triggers on repeated or urgent queries within set timeframes.
Platform Variants
3.1 Facebook Messenger
• Feature/Setting: Messenger Webhooks
• Sample: automate incoming_message webhook to POST data to inbox API.
3.2 Gmail
• Feature/Setting: Gmail API – Watch
• Sample: automate watch() for label “inbox” and push new emails for aggregation.
3.3 Outlook
• Feature/Setting: Microsoft Graph API – Mail.Read
• Sample: automate fetching unread mails and forwarding to central processing.
3.4 WhatsApp Business
• Feature/Setting: WhatsApp Cloud API – Webhook
• Sample: automate incoming message webhook piped to shared inbox.
3.5 Instagram DMs
• Feature/Setting: Instagram Graph API – messages webhook
• Sample: automate webhook subscription for direct message events.
3.6 Twitter/X
• Feature/Setting: Twitter API v2 – Account Activity
• Sample: automate streaming direct messages to support inbox.
3.7 Zendesk
• Feature/Setting: Zendesk API – Incremental Ticket Export
• Sample: automate tickets with "social" channels and push to inbox aggregator.
3.8 Intercom
• Feature/Setting: Intercom Webhooks – Conversation.user.created
• Sample: automate notification on new inbound message to assign in system.
3.9 Slack
• Feature/Setting: Slack Events API – message.channels
• Sample: automate channel message event forwarding to retail inbox.
3.10 Telegram
• Feature/Setting: Telegram Bot API – getUpdates webhook
• Sample: automate forwarding user messages to main inbox API.
3.11 LiveChat
• Feature/Setting: LiveChat Webhooks – incoming_event
• Sample: automate all customer events to unified ticket system.
3.12 HubSpot Conversations
• Feature/Setting: HubSpot Conversations API
• Sample: automate fetching conversations for printing inquiries.
3.13 Zoho Mail
• Feature/Setting: Zoho Mail API – message.read
• Sample: automate scanning inbox and extracting poster order queries.
3.14 Freshdesk
• Feature/Setting: Freshdesk API – Tickets
• Sample: automate polling or webhook to collect new support tickets, aggregate by poster type.
3.15 Shopify Inbox
• Feature/Setting: Shopify Inbox API
• Sample: automate fetching customer queries linked to poster purchases.
3.16 Drift
• Feature/Setting: Drift Webhooks – message.created
• Sample: automate push messages from printing vertical.
3.17 Microsoft Teams
• Feature/Setting: Teams Graph API – channelMessage
• Sample: automate incoming support or inquiry messages to the inbox.
3.18 WooCommerce
• Feature/Setting: WooCommerce REST API – Orders notes
• Sample: automate order discussion notes to support system.
3.19 Tawk.to
• Feature/Setting: Tawk.to Webhooks – message
• Sample: automate customer chat to centralized poster support hub.
3.20 Hootsuite
• Feature/Setting: Hootsuite Streams API
• Sample: automate fetching social media interactions for print & poster mentions to inbox.
Benefits
4.2. Automating response tracking for every order and inquiry in the poster store segment.
4.3. Centralizes communication for quick overview and prioritization, enabling automatable triage.
4.4. Improves SLA by automating assignment/escalation, resulting in better customer satisfaction.
4.5. Automator enables consistency, easy audit trails, and scalable retail support for printing/poster operations.
4.6. Allows automating analytics over all communication channels for data-driven poster-selling strategies.