Purpose
1.1. Ensure real-time transparency to citizens by providing automated status notifications on their animal control service complaints.
1.2. Reduce manual workload of case officers via event-driven communication.
1.3. Improve trust, satisfaction, and reduce follow-up inquiries by keeping complainants informed at each stage (e.g., complaint logged, investigation started, action taken, case closed).
1.4. Comply with public transparency mandates and emergency communication protocols.
Trigger Conditions
2.1. Status change is logged in the central case management system.
2.2. Data field, such as “Status” or “Case Stage,” is updated by personnel.
2.3. Escalation, reassignment, or closure events are detected.
2.4. Pre-set time-based intervals since last update (e.g., 24h or 48h) for follow-up notifications.
Platform Variants
1. Twilio
• Feature/Setting: Use Programmable Messaging API; set webhook to trigger SMS on status change (Webhook URL: /api/status-update, Body: { “message”: status, “to”: phone }).
2. SendGrid
• Feature/Setting: Use Mail Send endpoint (v3/mail/send); trigger emails with dynamic templates; Map status variable to template field.
3. Amazon SNS
• Feature/Setting: Topic-based SMS/email; publish new notification on case update to Topic ARN; subscribes for phone/email endpoints.
4. Microsoft Power Automate
• Feature/Setting: Use Outlook “Send Email” and Twilio “Send SMS” flows triggered by SharePoint list/case log change.
5. Salesforce
• Feature/Setting: Use Process Builder or Flow to monitor Case object; trigger “Send Email/SMS” action using Messaging APIs.
6. ServiceNow
• Feature/Setting: Flow Designer; monitor incident or request table for state changes, use notification action for email, Twilio or built-in SMS integration.
7. Zapier
• Feature/Setting: Gmail/Email by Zapier for emails, Twilio/Twilio SMS for texts; “New Record in App” → “Send Message” Zaps.
8. Google Cloud Functions
• Feature/Setting: Function listening to Firestore/Database change; send message via SendGrid API or Twilio package.
9. Freshdesk
• Feature/Setting: Automations “On Ticket Update”; configure rule to notify requester via email, or use integrations to SMS channels.
10. HubSpot Service Hub
• Feature/Setting: Automated workflow triggers for support ticket pipelines; outbound emails via Workflow Actions, SMS via integration (e.g., Sakari).
11. Zoho Desk
• Feature/Setting: Workflow Rules on ticket status; perform email notification or SMS using SMS integration channel (e.g., Clickatell).
12. Intercom
• Feature/Setting: Auto Messages or Series to trigger email/SMS; use webhook for case status webhook, then send outbound.
13. Pipedream
• Feature/Setting: Workflow triggered by HTTP/Webhook event, uses built-in email/SMS actions (e.g., Twilio, SendGrid, Mailgun).
14. Slack
• Feature/Setting: Custom app or workflow builder to send direct or channel messages to service officers or bots that then relay to complainant via integrated CRM.
15. Mailgun
• Feature/Setting: Use /messages endpoint for programmatic email; triggered on status change webhook.
16. ClickSend
• Feature/Setting: REST API for SMS/Email; send POST requests on status change to /v3/sms/send or /v3/email/send.
17. Plivo
• Feature/Setting: SMS API (Send Message endpoint); webhook triggers POST to /v1/Account/{auth_id}/Message/.
18. IBM Watson Orchestrate
• Feature/Setting: Workflow steps listen for DB/case update, trigger outbound communication via email/SMS connectors.
19. Elastic Email
• Feature/Setting: HTTP API /v2/email/send; map status text into email body with dynamic fields.
20. MessageBird
• Feature/Setting: SMS Messaging API; set up Flow to listen for webhook and POST to /messages endpoint.
Benefits
4.1. Eliminates manual updates, saving officer time and reducing errors.
4.2. Ensures timely outreach to concerned citizens, increasing engagement.
4.3. Provides complete audit trail for compliance with government regulations.
4.4. Supports both email and mobile users for maximum accessibility.
4.5. Modular integrations allow expansion to additional channels (WhatsApp, Voice, etc.) if needed.
Incident & Case Management