Public Communications & OutreachPurpose
1.2. Streamline communications via email, SMS, web forms, social, and voice to centralize data and analytics.
1.3. Eliminate manual entry, minimize lost submissions, and standardize response workflows.
1.4. Integrate channels for real-time reporting, routing to correct departments, and closed-loop feedback.
Trigger Conditions
2.2. SMS message received to designated service number.
2.3. Email received at dedicated complaint/compliment address.
2.4. Direct message or post on official social media accounts.
2.5. Incoming call to animal control hotline with option selection.
2.6. Chatbot interaction via website chat widget.
2.7. Mobile app report submitted through feedback form.
Platform Variants
• Feature/Setting: SMS webhook configured for inbound messages; parse for keywords “complaint,” “compliment”; route payload to API endpoint.
3.2. SendGrid
• Feature/Setting: Inbound parse webhook enabled; incoming email JSON sent to endpoint for processing and auto-response.
3.3. Google Forms
• Feature/Setting: Form submit trigger with webhook or script to push data to central intake API.
3.4. Microsoft Power Automate
• Feature/Setting: "When a new email arrives" or "Form response submitted" trigger; actions route data and notify staff.
3.5. Salesforce Service Cloud
• Feature/Setting: Set up Web-to-Case or Email-to-Case; complaints auto-create cases assigned by topic/region.
3.6. Zendesk
• Feature/Setting: Email/SMS integration; tickets auto-created on message receipt; triggers for assignment and notifications.
3.7. Facebook Messenger API
• Feature/Setting: Page webhook listens for new messages; extract text, push structured data to CRM/workflow.
3.8. Twitter API
• Feature/Setting: Monitor mentions or direct messages to official handle; webhook sends content for categorization and intake.
3.9. Slack
• Feature/Setting: Slack slash command or bot activates complaint/compliment form; submission routed over webhook.
3.10. Microsoft Teams
• Feature/Setting: Incoming webhook or Adaptive Card form; data posted to public safety channel and external endpoint.
3.11. Freshdesk
• Feature/Setting: Email or form integration to auto-create tickets; workflow assigns to animal control supervisors.
3.12. Zoho Desk
• Feature/Setting: Email to ticket automation; workflow rules parse for type (complaint vs. compliment).
3.13. HubSpot
• Feature/Setting: Conversation inbox monitors designated email/channels; create support tickets and automated acknowledgments.
3.14. Intercom
• Feature/Setting: Web chat and messaging integration; complaints/compliments tagged, pulled by webhook for intake.
3.15. ServiceNow
• Feature/Setting: Service catalog entry for public reports; automate assignment and notifications using workflow engine.
3.16. Airtable
• Feature/Setting: Web form or API intake of public submissions; base automations link and notify assigned teams.
3.17. Alchemer
• Feature/Setting: Survey/form distribution; API/webhook on submission; integration with analytics dashboard.
3.18. Typeform
• Feature/Setting: Embed or share form; webhook/automation triggers on submission, routes data.
3.19. Telegram Bot API
• Feature/Setting: Bot receives /complaint or /compliment command; data logged and forwarded via webhook.
3.20. RingCentral
• Feature/Setting: IVR menu for hotline; selected options trigger webhook for ticket or notification creation.
3.21. Qualtrics
• Feature/Setting: Feedback survey links via SMS/email/social; submission triggers workflow to route intake.
3.22. Mailgun
• Feature/Setting: Inbound email routing; parse structured fields and send payload to intake automation.
Benefits
4.2. Multi-channel intake increases accessibility for public feedback.
4.3. Workflow orchestration eliminates manual sorting and assignment.
4.4. Centralized database improves transparency and analytics.
4.5. Automated gratitude/resolution messages close feedback loop with citizens.
4.6. Scalable for peak periods and future expansion.