Automated status updates to complainants

Purpose

1.1. Facilitate timely, consistent, and personalized notifications about complaint status to complainants.
1.2. Ensure transparency in the grievance redressal process for community childcare centers.
1.3. Reduce manual labor for staff through instant automated communication upon status changes.
1.4. Increase complainant trust and engagement by keeping them updated at each stage.
1.5. Support multilingual communication suitable for local context and accessibility.

Trigger Conditions

2.1. New complaint submitted to the Anganwadi center's grievance portal or system.
2.2. Status of complaint updated (e.g., received, in progress, resolved, rejected).
2.3. Manual or automated entry of milestone data (such as assignment or feedback requested).
2.4. Scheduled batch notifications for unresolved complaints or periodic status reminders.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Programmable Messaging API—the Flow will invoke the Send Message endpoint with template including complaint number and current status; requires authentication and sender registration.
3.2. SendGrid
• Feature/Setting: Mail Send API—configure transactional template for status changes, Dynamic Template Data populates complaint details.
3.3. WhatsApp Business API
• Feature/Setting: /messages endpoint—send structured template messages on status changes using approved message templates.
3.4. Firebase Cloud Messaging
• Feature/Setting: HTTP v1 API—push notification with real-time status updates to registered complainant devices.
3.5. Slack
• Feature/Setting: chat.postMessage API—direct notifications in Slack channel or DM for internal status communication.
3.6. Microsoft Teams
• Feature/Setting: Bot Framework—send proactive messages to users with status info using Microsoft Graph.
3.7. Telegram Bot
• Feature/Setting: sendMessage method—deliver status updates via chat using bot tokens and chat IDs.
3.8. Facebook Messenger
• Feature/Setting: Send API—trigger notification nods to Messenger users with complaint status.
3.9. Email (SMTP)
• Feature/Setting: Configure SMTP server settings—automatically send templated emails reflecting new statuses.
3.10. Zoho Mail
• Feature/Setting: Send Mail API—pass variables for dynamic content in notification emails.
3.11. Salesforce
• Feature/Setting: Process Builder/Flow—automate custom email/SMS alerts on case field updates.
3.12. HubSpot
• Feature/Setting: Workflows—trigger marketing or transactional emails and/or SMS on CRM ticket status change.
3.13. Google Chat
• Feature/Setting: Webhook—send JSON payload for alerting internal staff or complainants with real-time updates.
3.14. Mailgun
• Feature/Setting: messages API—dispatch status update emails with complaint ID and progress details.
3.15. Pusher
• Feature/Setting: Channels API—emit events for live app or web dashboard notifications.
3.16. Webex Teams
• Feature/Setting: Messages API—deliver complaint updates to spaces/chats using bot integrations.
3.17. Infobip
• Feature/Setting: SMS & WhatsApp API—multi-channel delivery configurability for status notifications.
3.18. Clickatell
• Feature/Setting: Messaging API—automated SMS notifications with status and next steps.
3.19. Freshdesk
• Feature/Setting: Automations—trigger email/SMS on ticket status update using workflow rules.
3.20. OneSignal
• Feature/Setting: Notifications API—push instant status updates to mobile/web apps.

Benefits

4.1. Rapid, multi-channel delivery of status information without human intervention.
4.2. Accurate, standardized notifications reduce chances of communication errors.
4.3. Frees staff from repetitive updates, improving departmental efficiency.
4.4. Provides documentation of communication for auditing and compliance.
4.5. Scalable to handle large volume of complaints or users with minimal configuration changes.