Grievance Redressal & Incident ReportingPurpose
1.2. Facilitate timely routing, escalation, and tracking of complaints or incidents by concerned authorities.
1.3. Ensure data privacy, prevent retaliation, and store incident records for compliance and audits.
1.4. Support multi-channel intake (SMS, web, voice, email), automate acknowledgment, status updates, and closure notifications.
1.5. Provide a secure feedback loop to allow responders to communicate with anonymous reporters if desired.
Trigger Conditions
2.2. Submission of incident report via chatbot, hotline, or physical kiosk input.
2.3. File/voice upload to portal or app marked as “anonymous” or “confidential.”
2.4. Scheduled check-ins for anonymous feedback on previous grievances.
Platform Variants
• Feature/Setting: SMS webhook for incoming messages; configure to forward SMS to workflow endpoint.
• Sample: SMS webhook: POST /api/report/sms
3.2. SendGrid
• Feature/Setting: Inbound parse API routes incident emails to endpoint.
• Sample: Configure parse email to POST /api/report/email
3.3. Google Forms
• Feature/Setting: Responses integration via Google Sheets push or Apps Script to workflow.
• Sample: Script on form submit: call /api/report/form
3.4. WhatsApp Business API
• Feature/Setting: Message reception webhook for user submissions.
• Sample: Bind webhook /api/report/whatsapp
3.5. Microsoft Teams
• Feature/Setting: Incoming webhook listens for “incident” keyword in channel.
• Sample: Teams webhook added to channel for POST /api/report/teams
3.6. Slack
• Feature/Setting: Event Subscriptions API triggers on message to #incident-report.
• Sample: Webhook /api/report/slack
3.7. Telegram Bot API
• Feature/Setting: /report command triggers anonymous incident payload.
• Sample: Bot endpoint /api/report/telegram
3.8. Webflow Forms
• Feature/Setting: Form submission action sends POST to workflow API.
• Sample: Action URL /api/report/webflow
3.9. Zoho Creator
• Feature/Setting: Form workflow task triggers HTTP integration.
• Sample: Workflow POST to /api/report/zoho
3.10. SurveyMonkey
• Feature/Setting: Automatic response forwarding via webhook.
• Sample: Webhook push to /api/report/surveymonkey
3.11. Typeform
• Feature/Setting: Webhook integration on submission.
• Sample: POST to /api/report/typeform
3.12. Google Voice
• Feature/Setting: Voicemail forwarding to email or API endpoint.
• Sample: Voicemail send to /api/report/voice
3.13. Freshdesk
• Feature/Setting: Ticket creation via API for each report.
• Sample: API POST /tickets with “Reporter: Anonymous”
3.14. Zendesk
• Feature/Setting: Tickets auto-tagged “anonymous” from specified sources.
• Sample: Trigger: source=email, tag=anonymous
3.15. Airtable
• Feature/Setting: New record triggers webhook to reporting flow.
• Sample: Automation: when record added, POST /api/report/airtable
3.16. Salesforce Service Cloud
• Feature/Setting: Web-to-case form (no personal fields).
• Sample: Web service endpoint /api/report/salesforce
3.17. Jotform
• Feature/Setting: Encrypted forms, webhook integration.
• Sample: Webhook endpoint: /api/report/jotform
3.18. Intercom
• Feature/Setting: Custom bot flow for incident report, forwards to API.
• Sample: Bot: trigger "report", call POST /api/report/intercom
3.19. Mailgun
• Feature/Setting: Route incoming [email protected] to webhook.
• Sample: Route: POST /api/report/mailgun
3.20. Microsoft Power Automate
• Feature/Setting: Custom flow for intake from Teams, Forms, or SharePoint.
• Sample: Trigger: any submission, action: HTTP POST /api/report/powerautomate
3.21. Okta Workflows
• Feature/Setting: Automated intake logic for secure handling, audit log.
• Sample: Flow: on webhook, create incident record, remove identifiers
Benefits
4.2. Faster, more transparent grievance resolution and tracking.
4.3. Reduced manual effort and bias with consistent, audit-ready processes.
4.4. Enables multi-language, accessible, cross-channel incident intake.
4.5. Easily scalable for large or multi-location Anganwadi implementations.
4.6. Ensures compliance with privacy, retention, and reporting standards.