Public Communications & OutreachPurpose
1.2. Reduce manual status inquiry calls, speed up response, and enhance transparent communication between animal control departments and the public.
1.3. Automatically sync and update statuses from backend government systems to public-facing interfaces in real time.
1.4. Allow citizens to receive updates via their preferred method: SMS, email, web portal, chat, or phone.
1.5. Support accessibility and inclusivity by integrating multiple technology platforms for diverse user bases.
Trigger Conditions
2.2. New status change or update logged in animal control operations software.
2.3. Scheduled status update push (e.g., daily digest for open incidents).
2.4. Third-party integrations receive a webhook event correlating to incident updates.
Platform Variants
3.1. Twilio SMS
• Feature: Programmable Messaging API
• Setting: Use /Messages endpoint; trigger on SMS with incident ID; respond with status dynamically.
3.2. SendGrid
• Feature: Email API
• Setting: Inbound parse webhook captures lookup requests; transactional email sends current incident status.
3.3. Zendesk
• Feature: Zendesk Sunshine / Ticket API
• Setting: Public form or chatbot collects lookup info; Zendesk API queried for matching ticket, response routed to requester.
3.4. ServiceNow
• Feature: Incident Management Table API
• Setting: Citizen web portal submits lookup; REST API searches for incident number; relevant status returned.
3.5. Microsoft Power Automate
• Feature: HTTP & Common Data Service connectors
• Setting: Trigger from PowerApps form; conditionally call animal control record in CDS; output status via notification service.
3.6. Salesforce Service Cloud
• Feature: Case Management API
• Setting: Web form or bot submits case number; REST API fetches latest status; status provided in response message.
3.7. Google Dialogflow
• Feature: Webhook fulfillment
• Setting: User interacts via conversational UI; backend webhook fetches and returns incident status.
3.8. Slack
• Feature: Slash Command & Incoming Webhooks
• Setting: /incident-status command triggers lookup; Slack bot posts status update in channel/direct message.
3.9. Microsoft Teams
• Feature: Bot Framework Connector
• Setting: Teams bot captures ID; uses backend service to retrieve status; posts adaptive card with details.
3.10. Facebook Messenger
• Feature: Messenger Platform Webhook
• Setting: Bot receives user incident ID; calls API for status; sends message reply.
3.11. WhatsApp Business API
• Feature: Message endpoint
• Setting: Citizen messages incident code; API route parses and replies with latest status.
3.12. Cisco Webex
• Feature: Webex Bots API
• Setting: Bot interaction triggers incident status GET request; responds to chat thread.
3.13. IBM Watson Assistant
• Feature: Webhook integration
• Setting: Citizen query interpreted; webhook runtime retrieves status, posts formatted status message.
3.14. Freshdesk
• Feature: Ticketing API
• Setting: Portal lookup form maps to ticket search; API response formatted and emailed/pushed via system.
3.15. PagerDuty
• Feature: REST API
• Setting: Lookup request triggers API search on incidents; status is retrieved and displayed to requester.
3.16. Zoho Desk
• Feature: REST APIs
• Setting: Portal query form triggers incident search; response delivered by email/SMS/configured channel.
3.17. Zendesk Chat
• Feature: Chat Widget & API
• Setting: Chatbot receives request, hits API, returns incident status in chat window.
3.18. Intercom
• Feature: Custom Bot & API
• Setting: Intercom bot automated workflow collects lookup and posts status from backend.
3.19. Google Cloud Functions
• Feature: HTTP-triggered functions
• Setting: API gateway receives request; cloud function fetches status from incident DB, returns JSON/text.
3.20. Amazon Connect
• Feature: Contact flows with Lambda integration
• Setting: IVR receives lookup input; Lambda queries backend; reads out current status by phone.
3.21. Jira Service Management
• Feature: Service Request API
• Setting: Portal or chatbot collects ID; Jira API provides ticket status; autoposts to user UI/email.
3.22. Zapier
• Feature: Webhooks & automation triggers
• Setting: Web input triggers webhook; Zap connects to source database/API for live status lookup.
Benefits
4.2. Provides transparent, up-to-the-minute information to concerned citizens.
4.3. Multi-channel approach maximizes accessibility and convenience.
4.4. Reduces response time and improves citizen satisfaction.
4.5. Automates compliance by logging communications and status accesses.