Automated responses to frequently asked questions across channels

Purpose

 1.1. To automate responses to frequently asked questions for real estate businesses focused on informal settlements in the corporate Favela sector.
 1.2. Automates communication across channels such as SMS, WhatsApp, Email, Webchat, and Social Media.
 1.3. Automation targets high-volume inquiries regarding legal, sales, legalisation, repairs, payments, or tenant rights in informal settlements.
 1.4. Guarantees consistent, instant support and information distribution, reducing manual customer support workload and providing always-on, automated response mechanisms for typical queries.

Trigger Conditions

 2.1. Automatedly triggered on receipt of keyword-matching inquiries.
 2.2. Contact events via webforms, messaging apps, email, SMS, or IVR.
 2.3. Triggers for after-hours automated support, property inquiry initiations, document requests, or status updates.
 2.4. Automated escalation for non-FAQ or complex queries.

Platform Variants

 3.1. Twilio SMS
  • Feature/Setting: SMS Autoresponder — Configure Messaging Services > Autoresponse templates.
 3.2. SendGrid
  • Feature/Setting: Inbound Parse Webhook — Automate email replies with template logic.
 3.3. WhatsApp Business API
  • Feature/Setting: Automated Message Templates — Pre-approved replies triggered by FAQs.
 3.4. Zendesk
  • Feature/Setting: Automate Triggers & Macros — Chatbot and ticket autoresponses.
 3.5. Intercom
  • Feature/Setting: Custom Bots — Set up FAQ triggers and reply flows in Automations.
 3.6. Freshdesk
  • Feature/Setting: Automations > Ticket Updates — Pre-filled FAQ answer macros.
 3.7. Facebook Messenger Platform
  • Feature/Setting: Messenger Bot — Set Persistent Menu and Quick Replies.
 3.8. Slack
  • Feature/Setting: Workflow Builder — Automate FAQ responses in public channels.
 3.9. Microsoft Teams
  • Feature/Setting: Power Automate Integration — Set flow on message containing keywords.
 3.10. Tidio
  • Feature/Setting: Automation Rules — Keyword-based canned responses in chat widget.
 3.11. Drift
  • Feature/Setting: Playbooks — Automated Reply Triggers for FAQs.
 3.12. Telegram Bot API
  • Feature/Setting: setMyCommands — Automatically reply for pre-set triggers.
 3.13. Google Chat
  • Feature/Setting: AppScript Automation — OnMessage event FAQ auto-replies.
 3.14. HubSpot Conversations
  • Feature/Setting: Chatflow Bot — Automated answers using FAQ snippet logic.
 3.15. Salesforce Service Cloud
  • Feature/Setting: Einstein Bots — Automated response paths for standard questions.
 3.16. Zoho Desk
  • Feature/Setting: Workflow Automation — Auto-respond with pre-written answers.
 3.17. Genesys Cloud
  • Feature/Setting: Bot Flows — Automate common response flows in-channel.
 3.18. LiveChat
  • Feature/Setting: ChatBot Integration — Automated triggers on keyword detection.
 3.19. Webex Teams
  • Feature/Setting: Bot Webhook — Automate replies using Node.js bot logic.
 3.20. Viber Business Messages
  • Feature/Setting: Automated Welcome and FAQ Replies via Chatbot API.
 3.21. Mailgun
  • Feature/Setting: Routes and Templates — Automate standard email replies.
 3.22. Aircall
  • Feature/Setting: Call Routing & IVR — Automated FAQ answers via IVR script.

Benefits

 4.1. Automates supply of information outside office hours, boosting client trust.
 4.2. Automation reduces response time for repetitive queries in informal settlements.
 4.3. Automatedly routes complex issues to human agents, optimizing support flows.
 4.4. Automating FAQ replies enables agents to focus on non-routine tasks, improving productivity.
 4.5. Multichannel automation ensures no inquiry is lost or delayed.
 4.6. Achieves cost efficiency through automation and reduced manual intervention.
 4.7. Enhanced tenant satisfaction with consistent, automated support and faster resolutions.