Purpose
1.2. Automating this process provides real-time updates to customer profiles, supporting compliance, internal communication, and rapid case resolution.
1.3. Enables automated monitoring, auditing, and reporting on each account for accountability and KPI assessment.
1.4. Reduces manual data entry, automates recurring updates, and mitigates the risk of lost information, driving efficiency for wholesale fuel suppliers in the energy sector.
Trigger Conditions
2.2. SMS/MMS received or sent to a customer-managed number.
2.3. Email exchange with a known or new contact.
2.4. Chat interaction initiated or closed via live chat platforms.
2.5. Ticket updated in a support system.
2.6. New form submission from website or mobile app.
2.7. CRM record created, updated, or deleted.
Platform Variants
• Feature/Setting: Automate logging for “Message Received” and “Message Sent” Webhooks; configure callback URL to CRM endpoint.
3.2. SendGrid
• Feature/Setting: Automate event notifications for “Inbound Parse Webhook” and “Event Webhook” APIs to log emails.
3.3. Microsoft Teams
• Feature/Setting: Automate logging using “Message Posted to Channel” via Microsoft Graph API for conversation records.
3.4. Slack
• Feature/Setting: Automate Slack Events API for “message.channels” and “message.im” events sent to CRM API.
3.5. Zoom
• Feature/Setting: Automate using “Meeting Participant Joined” and “Chat Message Sent” webhooks to record session details.
3.6. Salesforce
• Feature/Setting: Automate use of “REST API” for “Task” and “Activity” objects on interaction triggers.
3.7. HubSpot
• Feature/Setting: Automate with “Engagements API” for calls, emails, and notes on contact timelines.
3.8. Zendesk
• Feature/Setting: Automate via “Ticket Updated” trigger and API call to log support events.
3.9. Freshdesk
• Feature/Setting: Automate ticket event webhooks and contact update trigger for CRM logging.
3.10. Intercom
• Feature/Setting: Automate “Conversation Created” and “Note Added” webhooks for CRM note automation.
3.11. Gmail
• Feature/Setting: Automate “watch” on mailbox for new messages using Gmail API and automated CRM insertion.
3.12. Outlook
• Feature/Setting: Automate monitoring of “Mail Read” and “Mail Sent” via Microsoft Graph API.
3.13. Aircall
• Feature/Setting: Automate using “Call Ended” webhook, sending call summaries to CRM.
3.14. RingCentral
• Feature/Setting: Automate using “Subscription Event” API for SMS, fax, and call logs.
3.15. Pipedrive
• Feature/Setting: Automate using “Activity” API for logging interactions attached to deals or contacts.
3.16. Zoho CRM
• Feature/Setting: Automate use of “API” for “Calls”, “Emails”, and “Notes” modules on trigger.
3.17. Google Forms
• Feature/Setting: Automate submission triggers via Forms API to log inbound requests.
3.18. LiveChat
• Feature/Setting: Automate “Chat Ended” and “Message Sent” webhooks for CRM activity sync.
3.19. WhatsApp Business API
• Feature/Setting: Automate using “Message” webhooks for inbound/outbound message events.
3.20. Telegram
• Feature/Setting: Automate via “Bot API” for message events; webhook to forward text to CRM.
3.21. Facebook Messenger
• Feature/Setting: Automate “messages” webhook events for automated CRM transcript logging.
Benefits
4.2. Automating dramatically accelerates customer service response, escalation, and handoff between energy wholesale teams.
4.3. Automated processes free staff from repetitive logging, prioritizing high-value work and relational tasks.
4.4. Automator ensures real-time, always-updated data for compliant reporting and fast root-cause analysis in disputes.
4.5. Automatedly integrates with analytics or BI for continuous process improvement and account oversight.
4.6. Promotes automatable, scalable customer information management as business and communication channels grow.