Incident & Case ManagementPurpose
1.2. Ensure all reports are automatically routed, categorized, and stored in case management systems for immediate action.
1.3. Eliminate manual data entry and reduce human error during intake for animal welfare, emergencies, or public safety events.
1.4. Enable real-time notification to animal control officers and central tracking of all submissions.
Trigger Conditions
2.2. Receipt of inbound email at a designated address for animal complaints or emergencies.
2.3. Completion of call center intake form or creation of CRM record for animal reports.
2.4. Detection of keywords or structured data related to animal incidents in monitored communication channels.
Platform variants
3.1. Twilio SMS
• Feature/Setting: SMS receive webhook — Configure webhook to ingest SMS body and sender info into workflow.
3.2. SendGrid
• Feature/Setting: Inbound Parse API — Set up recipient email address and post processed messages to endpoint.
3.3. Google Forms
• Feature/Setting: “On Submit” trigger — Connect Google Forms Submission event to downstream actions via webhook.
3.4. Microsoft Forms
• Feature/Setting: Form submission trigger — Enable integration to push submissions into case management queue.
3.5. Salesforce Service Cloud
• Feature/Setting: Email-to-Case — Route incident emails to automatic case creation in Salesforce via REST API.
3.6. Zendesk
• Feature/Setting: Email and Web Widget — Configure widgets and mailbox for ticket generation and intake automation.
3.7. Freshdesk
• Feature/Setting: Email-to-Ticket — Route emails or widget form submissions directly to a Freshdesk ticketing API.
3.8. HubSpot
• Feature/Setting: Forms API — Submit incident details from web to create records through the forms API.
3.9. Zoho CRM
• Feature/Setting: Webform capture and Email Parser — Feed data into Zoho CRM cases using parsing rules.
3.10. ServiceNow
• Feature/Setting: Service Catalog/API — Submit requests or automate intake via ServiceNow APIs for case logging.
3.11. Slack
• Feature/Setting: Webhook/Slash Command — Collect reports via channel command or form and post to workflow.
3.12. Cisco Webex Contact Center
• Feature/Setting: Contact Form Integration — Feed calls or chat inputs into a cloud queue using APIs.
3.13. Genesys Cloud
• Feature/Setting: Conversation API — Capture caller or chatbot animal incident info and forward to intake endpoint.
3.14. RingCentral
• Feature/Setting: Call logs and Voicemail API — Extract animal-related voicemails or call data using event triggers.
3.15. Intercom
• Feature/Setting: Messenger and Email Capture — Convert user chat and incoming emails into structured tickets.
3.16. Asana
• Feature/Setting: Task API — Generate tasks from inbound forms or emails using the Asana “create task” endpoint.
3.17. Airtable
• Feature/Setting: Forms and Automation Triggers — Intake form submissions and begin case workflow automation.
3.18. Monday.com
• Feature/Setting: Item Creation API — Automatically add an item (animal incident) upon incoming data event.
3.19. JotForm
• Feature/Setting: Post Submission Webhook — Forward completed incident report forms for processing.
3.20. Mailgun
• Feature/Setting: Routes and Email Parsing — Detect keywords or addresses and send structured payload to the workflow.
3.21. Google Workspace
• Feature/Setting: Gmail API and Google Forms Trigger — Parse incoming emails and Google Form entries for incidents.
Benefits
4.2. Enhances accuracy through structured, validated intake data.
4.3. Centralizes all channels into a single case management workflow.
4.4. Supports audit trails, compliance, and analytics for incident management.
4.5. Enables rapid scaling and adaptability to handle surges in incident volume.