Customer Support & ServicePurpose
1.2. Automatedly gather, categorize, and route all customer queries regarding running shoes, apparel orders, returns, and general support.
1.3. Automates manual entry, reduces response time, and improves SLA by auto-creating tickets from omnichannel sources.
1.4. Streamlines omnichannel automation for sports and recreation retail by centralizing customer conversations and requests.
1.5. Enables a single pane-of-glass for agents by automating ticket intake regardless of where customers reach out.
Trigger Conditions
2.2. New message, comment, or mention detected on monitored social media accounts.
2.3. Automator identifies message containing keywords like “return,” “order status,” “shipping,” or “size.”
2.4. Customer DM lands in social messaging inbox (Facebook, Twitter, IG, TikTok, WhatsApp, etc.).
Platform Variants
3.1. Gmail API
• Feature/Setting: Watch for new unread emails in the support folder, trigger on filtered criteria — `watch` endpoint with filters, label configuration.
3.2. Outlook Graph API
• Feature/Setting: Monitor designated mailbox for unread or flagged email, use `/mailFolders/inbox/messages` API.
3.3. Zendesk Support API
• Feature/Setting: Automated creation of tickets via `/api/v2/tickets.json` with parsed request details.
3.4. Freshdesk API
• Feature/Setting: Use `POST /api/v2/tickets` for automated ticket generation; configure custom fields mapping.
3.5. Salesforce Service Cloud
• Feature/Setting: Use `Case` object creation via REST API; map incoming inquiry fields.
3.6. HubSpot Service Hub
• Feature/Setting: Automate `crm/v3/objects/tickets` endpoint for auto ticketing from incoming messages.
3.7. Intercom
• Feature/Setting: Automate creation of Conversations/Inbox via REST API when inbound message detected.
3.8. Zoho Desk
• Feature/Setting: Automator triggers via `POST /api/v1/tickets` for support ticket auto-creation.
3.9. Facebook Graph API
• Feature/Setting: Monitor pages for new messages/comments, use `/me/messages` and `/comments` endpoints for automating intake.
3.10. Twitter/X API
• Feature/Setting: Webhook for automating DM and mention capture, trigger ticket creation from tweet or thread.
3.11. Instagram Graph API
• Feature/Setting: Automate webhook for receiving new DM/comments, parse and auto-generate support requests.
3.12. WhatsApp Business API
• Feature/Setting: Automator for new messages using `/v1/messages`, map to support workflow.
3.13. TikTok for Business API
• Feature/Setting: Automate monitoring of DMs/comments via Webhooks, pass to ticketing system.
3.14. Slack API
• Feature/Setting: Auto-trigger on mention or message in designated channels using `events:message` subscription.
3.15. Microsoft Teams API
• Feature/Setting: Automate trigger on message in Teams channel, extract inquiry details.
3.16. Shopify API
• Feature/Setting: Watch for new customer notes/comments and automate to support tickets.
3.17. WooCommerce REST API
• Feature/Setting: Monitor new order or customer note, automate forwarding to support.
3.18. Telegram Bot API
• Feature/Setting: Automating on new message event, use `/sendMessage` for response, forward to support desk.
3.19. Discord API
• Feature/Setting: Listen for messageCreate event in support server, automate ticket creation in helpdesk.
3.20. LinkedIn API
• Feature/Setting: Automate trigger on inbound message or comment in company page inbox, parse and route.
Benefits
4.2. Automatedly eliminates manual triage, allowing real-time ticket creation and faster agent handoff.
4.3. Reduces operational costs by automating repetitive intake and improves ticket resolution SLA.
4.4. Streamlines and automates omnichannel support delivery to drive higher customer satisfaction.
4.5. Automates ticket enrichment via AI tagging, sentiment detection, and context-aware routing.