Member Management and CommunicationPurpose
1.2. Ensure continuous and traceable member communication, rapid query resolution, and documentation for compliance and reporting.
1.3. Enable analytics on communication trends, member needs, and team responsiveness across all channels for improved service delivery.
Trigger Conditions
2.2. Submission of a web form or contact-us request related to member services.
2.3. Outbound communications (announcements, updates) sent to members from any system.
2.4. Scheduled harvesting of communications (e.g., emails every 10 minutes).
2.5. Status change in conversation threads (e.g., ticket closed, escalation triggered).
Platform Variants
• Feature/Setting: Webhook for inbound SMS — Configure Twilio's Messaging Webhook to send incoming messages to endpoint for consolidation.
3.2. SendGrid
• Feature/Setting: Inbound Parse Webhook — Set up parsing to forward received emails to consolidation service.
3.3. WhatsApp Business API
• Feature/Setting: Receive Message Webhook — Register webhook for all incoming WhatsApp messages to be captured and logged.
3.4. Facebook Messenger Platform
• Feature/Setting: Messenger Webhooks — Subscribe to “messages” event for real-time forwarding to central dashboard.
3.5. Microsoft Outlook
• Feature/Setting: Graph API /subscriptions/ — Create subscription to /messages for real-time mailbox monitoring.
3.6. Gmail API
• Feature/Setting: watch() method on the email account to detect new messages and export for processing.
3.7. Slack
• Feature/Setting: Events API — Listen to channel messages and DMs; configure bot with appropriate scopes.
3.8. Telegram Bot API
• Feature/Setting: setWebhook method to capture all member messages sent via chatbot.
3.9. Zendesk Support
• Feature/Setting: Incremental Ticket Export API — Retrieve newly created/updated tickets for inclusion.
3.10. Intercom
• Feature/Setting: Webhooks for “Conversation.user.created” and “admin.reply.created” events.
3.11. Salesforce Service Cloud
• Feature/Setting: Streaming API on Case and Message objects for real-time collection.
3.12. HubSpot
• Feature/Setting: Conversations Webhook for all incoming/live chat messages.
3.13. Google Forms
• Feature/Setting: Apps Script Trigger (onFormSubmit) to route new form responses.
3.14. Typeform
• Feature/Setting: Webhook for entry.created to push new responses to the aggregator endpoint.
3.15. Zoho Mail
• Feature/Setting: POP/IMAP or Mail API for fetching and consolidating inbound emails.
3.16. Cisco Webex
• Feature/Setting: Webhooks for message created event in group or direct messaging.
3.17. Microsoft Teams
• Feature/Setting: Graph API Subscription for channel/new message events.
3.18. RingCentral
• Feature/Setting: Webhooks on SMS and calling events to record and route communication.
3.19. Freshdesk
• Feature/Setting: Webhook for ticket events (created, updated, notes added) for logging.
3.20. Aircall
• Feature/Setting: Webhook for call.started, call.ended — relay call data for central tracking.
3.21. WeChat Official Accounts API
• Feature/Setting: Message Receive Handler for consolidating member queries and responses.
Benefits
4.2. Elimination of manual data entry; reduces error and time spent tracking messages.
4.3. Faster response handling and stronger member satisfaction.
4.4. Insights through integrated reporting and trend analysis to adapt cooperative services.
4.5. Improved regulatory compliance and audit trail for all contacts with members.
4.6. Streamlined follow-up and escalation handling; reduced cases of missed communications.