Automated status updates to client and internal teams

Purpose

1.1. Deliver real-time, precise status updates for appliance service requests to both clients and internal teams, covering appointment scheduling, technician dispatch, part arrivals, job completion, delays, and follow-up actions.
1.2. Minimize manual communication errors and improve transparency, ensuring customers and staff receive consistent, automated notifications via preferred channels.
1.3. Centralize notification management across multiple platforms, ensuring compliance with customer contact preferences and regulatory guidelines.

Trigger Conditions

2.1. New service request logged in CRM or ticketing system.
2.2. Change in job status (dispatched, en route, completed, delayed, canceled).
2.3. Update of ETA or appointment time.
2.4. Technician check-in/check-out via mobile app or GPS.
2.5. Parts order or delivery status updated.
2.6. Customer feedback or survey completion.

Platform Variants

3.1. Twilio SMS API
• Feature/Setting: Configure SMS notifications using Twilio Programmable Messaging; set triggers on ticket status change to send templated messages via POST to Twilio REST API.

3.2. SendGrid Email API
• Feature/Setting: Use SendGrid v3 Mail Send API; automate dynamic email notifications mapped to specific service stage changes.

3.3. Slack Incoming Webhooks
• Feature/Setting: Set up webhook URL; post real-time job status messages to dedicated internal channels on ticket or service updates.

3.4. Microsoft Teams Webhook
• Feature/Setting: Use Teams Connector webhook; send adaptive cards with status changes triggered by CRM system updates.

3.5. HubSpot Workflow Automation
• Feature/Setting: Set up custom workflow to trigger email/SMS when a deal (service request) reaches specified pipeline stages.

3.6. Zendesk Triggers
• Feature/Setting: Create Zendesk Triggers to send email/text or Webhook based on ticket status or custom field updates.

3.7. ServiceNow Flow Designer
• Feature/Setting: Configure flow to send notifications via email/SMS by linking ServiceNow Notification and REST API actions to incident status updates.

3.8. Salesforce Process Builder
• Feature/Setting: Automate email alerts, SMS (via partner integrations), or Chatter posts when Case or Work Order status is updated.

3.9. Gmail API
• Feature/Setting: Use Gmail API to send automated emails from a service account when new events are detected in support workflows.

3.10. Outlook 365 Mail Connector
• Feature/Setting: Automate sending status emails using Microsoft Graph API triggered by job workflow changes.

3.11. WhatsApp Business API
• Feature/Setting: Configure template messages for outbound updates on appointment and status changes when triggered in workflow system.

3.12. Telegram Bot API
• Feature/Setting: Use Bot API to send automated direct messages with service updates to customers or internal groups.

3.13. PagerDuty Events API
• Feature/Setting: Generate incident notifications for critical job delays or escalations; send alerts to on-call teams.

3.14. Intercom API
• Feature/Setting: Use Conversations API to automatically send messages in Intercom when support ticket state changes.

3.15. Freshdesk Automation
• Feature/Setting: Set up Workflow Automator to dispatch emails, SMS, or webhook events based on ticket progress.

3.16. Asana Webhooks
• Feature/Setting: Configure webhook and Rules automation to notify task assignees and followers of status changes.

3.17. Monday.com Automation
• Feature/Setting: Set board automation to send emails/SMS or Slack messages when service item column status is updated.

3.18. Jira Automation
• Feature/Setting: Use Automation Rules to send outgoing emails or webhooks when issue status changes in service projects.

3.19. Google Chat Webhook
• Feature/Setting: Set up HTTP webhook integration to post status update messages to designated spaces on ticket changes.

3.20. SAP Cloud Platform Workflow Service
• Feature/Setting: Configure notification tasks within workflows to distribute status updates via email, SMS, or other outbound connectors upon workflow state changes.

Benefits

4.1. Eliminates manual errors and ensures timely, consistent communication to all stakeholders.
4.2. Enhances customer satisfaction through proactive, transparent updates.
4.3. Reduces agent workload, allowing teams to focus on higher-value tasks.
4.4. Increases operational visibility and response agility through integrated, multi-channel communication flows.
4.5. Improves compliance and audit tracking with automated, logged notifications.