Multichannel communication automation for customer outreach

Purpose

1.1. Automate and orchestrate customer outreach across email, SMS, social platforms, live chat, and calling for aluminum buyers, ensuring communication consistency, speed, and personalization at wholesale scale.
1.2. Enable rapid responses to inquiries, nurture leads, provide quotations, follow up on past orders, announce promotions, handle support requests, segment prospects, and collect customer feedback across touchpoints.
1.3. Centralize and synchronize message delivery from different channels to avoid duplication and improve the customer journey, utilizing customer data and content rules.

Trigger Conditions

2.1. New lead generated (via website, CRM, or webform)
2.2. Inbound inquiry received via any channel
2.3. Scheduled campaign or promotion start date
2.4. Order placed or status changed in the ERP/CRM
2.5. Customer inactivity exceeds threshold (e.g., 30 days)
2.6. Automation of newsletter or periodic update releases
2.7. Response received or no response after set time
2.8. Milestone or anniversary with client (e.g., 1-year partnership)

Platform Variants

3.1. Twilio (SMS/Voice/WhatsApp)
- Feature/Setting: Use Programmable Messaging API for sending SMS/WhatsApp; sample configuration: `/Messages` endpoint, specify sender, recipient, body, and media (template if applicable).

3.2. SendGrid (Email)
- Feature/Setting: Use Mail Send API for transactional or marketing email; configure sender, recipient, dynamic template data, campaigns tagging.

3.3. Mailchimp (Email/Automation)
- Feature/Setting: Use Campaigns API to generate and send scheduled or triggered campaigns with list segmenting.

3.4. HubSpot (CRM/Email/Sequences)
- Feature/Setting: Use Workflows API to trigger email sequences upon list events or deal status change.

3.5. Slack (Internal notifications)
- Feature/Setting: Use Incoming Webhooks or Conversations API to notify internal sales/marketing of opened deals or lead responses.

3.6. Meta/Facebook Messenger (Chat Outreach)
- Feature/Setting: Use Send API for direct Messenger communication; configure recipient and message payload.

3.7. LinkedIn (Messaging via Sales Navigator)
- Feature/Setting: Use LinkedIn Sales Navigator API to automate direct InMail messages on lead events.

3.8. WhatsApp Business Cloud API
- Feature/Setting: Configure message templates, send targeted promotional or transactional outreach to WhatsApp-registered contacts.

3.9. Google Chat (Internal/Partner Comms)
- Feature/Setting: Use Chat Webhooks to deliver automated updates or customer queries to group channels.

3.10. Zendesk (Support Tickets/Follow-ups)
- Feature/Setting: Use Tickets API to automate customer outreach after support case creation or resolution.

3.11. Intercom (Live Chat/Email/SMS)
- Feature/Setting: Use Conversations API to trigger welcome or nurture sequences when visitors interact with site widget.

3.12. Telegram (Bot Outreach)
- Feature/Setting: Use Bot API to push notifications, updates, or promo messaging to subscribed contact list.

3.13. ActiveCampaign (Multichannel Automation)
- Feature/Setting: Utilize Automations endpoint to start workflows on list, tag, or field updates, sequencing messages across channels.

3.14. Salesforce (CRM/Email/SMS Integration)
- Feature/Setting: Use Process Builder and Messaging APIs to trigger communications based on Opportunity stages.

3.15. Microsoft Teams (Internal Alerts)
- Feature/Setting: Use Teams Graph API to distribute campaign result reports or sales notifications to dedicated channels.

3.16. Pipedrive (CRM/SMS/Email Triggers)
- Feature/Setting: Use Webhooks and Activities endpoints for automated customer messages upon deal creation or movement.

3.17. Klaviyo (Email/SMS Automation)
- Feature/Setting: Use Flows API for multi-step automation triggered by list events or behavioral rules.

3.18. Viber (Business Messages)
- Feature/Setting: Use Business Messages API to automate promotional notifications to opted-in listings.

3.19. Freshdesk (Support + Automated Follow-up)
- Feature/Setting: Use Ticket API to sequence follow-up on support tickets for post-sales customer engagement.

3.20. Zoom (Webinar/Meeting Reminders)
- Feature/Setting: Use Meetings and Webinars API to send automated invitations and reminders to registrants.

Benefits

4.1. Maximized outreach efficiency and coverage across preferred customer channels.
4.2. Improved response times and lead conversion rates through intelligent triggers.
4.3. Personalization and frequency control to reduce message fatigue.
4.4. Centralized management for compliance, analytics, and auditability.
4.5. Scalability for handling large contact databases typical in aluminum wholesale.