Responding to inquiries via social automatically

Purpose

1.1. Automatedly respond to customer inquiries across social channels for an aquarium shop, ensuring fast, consistent answers on product availability, care tips, promotions, and order status.
1.2. Automates customer engagement, reduces manual workload, and provides 24/7 support aligning with omnichannel retail strategy for pet supplies, focused on aquariums and accessories.

Trigger Conditions

2.1. Automated when a new direct message, mention, or comment is detected on a connected social channel.
2.2. Automation initiates for specific keywords, tags, inquiry types (pricing, availability, care questions), or after hours.
2.3. Triggers can also include missed calls or chat requests coming via social platforms.

Platform Variants

3.1. Facebook Messenger
• Feature/Setting: Webhooks & Send API, configure webhook to detect messages, automate replies via predefined templates.
3.2. Instagram
• Feature/Setting: Instagram Graph API, Message Webhooks for triggers, automate replies using Messaging API for DMs and comments.
3.3. WhatsApp
• Feature/Setting: Cloud API or Twilio API for WhatsApp, automate responses to new messages using keyword rules.
3.4. Twitter (X)
• Feature/Setting: Account Activity API, set up webhook to receive DMs, use POST direct_messages/events/new for automated responses.
3.5. Telegram
• Feature/Setting: Bot API, “onMessage” triggers, automate replies by setting up command handlers for inquiry words.
3.6. Google Business Messages
• Feature/Setting: Cloud API, conversation webhook for triggers, automate FAQ-based replies via Dialogflow integration.
3.7. Slack
• Feature/Setting: Event Subscriptions, listen for messages in specific channels, automate bot replies via chat.postMessage.
3.8. Microsoft Teams
• Feature/Setting: Bot Framework, automate responses by configuring onMessage triggers in team conversation bots.
3.9. Discord
• Feature/Setting: Bot API using discord.js or similar, automate replies in aquarium-themed channels using message event.
3.10. Snapchat
• Feature/Setting: Business API, trigger on new customer messages and automate replies using campaign flows.
3.11. LinkedIn
• Feature/Setting: Marketing Developer Platform, automate InMail/message replies for inquiries using Conversation APIs.
3.12. Viber
• Feature/Setting: Bot API, webhook for incoming messages, automate predefined reply flows.
3.13. WeChat
• Feature/Setting: Official Account Platform, Message API, automate responses for common case keywords.
3.14. Line
• Feature/Setting: Messaging API, trigger on messages, automate reply templates for product queries.
3.15. Zendesk
• Feature/Setting: Social Messaging add-on, automate ticket creation and instant reply on inquiry receipt.
3.16. Intercom
• Feature/Setting: Inbox and Operator Automations, configure rule-based replies for social inquiries.
3.17. HubSpot
• Feature/Setting: Conversation Inbox & Workflows, automate responses and follow-up tickets from social triggers.
3.18. Freshdesk
• Feature/Setting: Social Signals, automate ticket creation and automated responses for each new message.
3.19. Sprout Social
• Feature/Setting: Smart Inbox Automation Rules, trigger reply sequences for detected inquiries.
3.20. Hootsuite
• Feature/Setting: Inbox Automation, set up automated keyword-based responses for incoming social engagements.
3.21. Zendesk Sunshine Conversations
• Feature/Setting: Message Webhooks, automate multi-channel social responses via API integrations.
3.22. Salesforce Service Cloud
• Feature/Setting: Social Studio Automation Rules, automate case creation and bot replies for detected social messages.

Benefits

4.1. Automates real-time responses, boosting customer satisfaction and engagement.
4.2. Reduces manual workload and operational costs via automation of repetitive inquiries.
4.3. Provides automatable analytics for ongoing optimization of inquiry-handling effectiveness.
4.4. Scales automated support during peak activity, maintaining quality and consistency.
4.5. Enhances brand presence by automating omnichannel communication in the pet supplies retail space.