Incoming inquiry routing to appropriate teams

Purpose

1.1. Automate the routing of all customer inquiries received via webforms, emails, phone calls, chat, and social media to relevant teams such as sales, support, or logistics.
1.2. Ensure every inquiry about plants, garden supplies, order status, or aftercare is automatically filtered and sent to the proper department for fast, effective handling.
1.3. Reduce manual sorting, automate internal communications, and enable automated, trackable assignment of tickets or messages to decrease response time and improve customer satisfaction.

Trigger Conditions

2.1. Automated trigger when a new inquiry is received via any supported omnichannel (email, webchat, SMS, social media, phone, etc.).
2.2. Automation initiates on recognized keywords or form field selections (e.g., subject contains "bulk order," "product availability," or "delivery delay").
2.3. Automates when an inquiry is sent outside of business hours, by auto-assigning and scheduling follow-up.
2.4. Activates on inquiry language, region, or customer type (retail/wholesale distinction).

Platform Variants

3.1. Zendesk
• Feature: Triggers and Routing Rules — automate with API endpoint `POST /api/v2/tickets` and use Trigger Settings to specify assignment by ticket tags.
3.2. Salesforce Service Cloud
• Feature: Assignment Rules — automate Case Assignment via Workflow Rule, API: `POST /services/data/vXX.X/sobjects/Case/`.
3.3. Microsoft Teams
• Feature: Incoming Webhook — automate message post to specific team channels using Incoming Webhook URL.
3.4. Slack
• Feature: Workflow Builder — automates routing using `conversations.join` API and Workflow Builder message routing triggers.
3.5. Google Workspace (Gmail)
• Feature: Filters + Apps Script — automate label and forward with Filters; Apps Script triggers `GmailApp.sendEmail()` for team routing.
3.6. Microsoft Outlook
• Feature: Rules + Power Automate Flow — automate mail rerouting using Outlook Rule and Power Automate `Send an email` action.
3.7. Freshdesk
• Feature: Dispatch’r — automates email and ticket routing via `POST /helpdesk/tickets` API and Dispatch’r rules.
3.8. Twilio SMS
• Feature: Studio Flows — automate SMS routing via Studio Trigger node and HTTP Request widget for backend assignment.
3.9. Intercom
• Feature: Inbox Routing Rules — automates inquiries to teams via “Assignment Rules,” API: `POST /conversations/assign`.
3.10. HubSpot Service Hub
• Feature: Conversations Routing — automate ticket assignment in inbox; API: `POST /conversations/v3/threads/associations/`.
3.11. Zoho Desk
• Feature: Workflow Rules — automates assigning inquiries using `POST /api/v1/tickets` and assignment workflows.
3.12. ServiceNow
• Feature: Assignment Rules — automates ticket routing via `POST /api/now/table/incident` API and dynamic assignment rules.
3.13. Mailgun
• Feature: Routes — automates inbound email forwarding via “Routes” and direct HTTP POST webhooks.
3.14. Facebook Messenger
• Feature: Custom Webhooks — automates routing from messaging webhook using Graph API `POST /me/messages`.
3.15. WhatsApp Business API
• Feature: Webhook and Message Templates — automates trigger via webhook, assign via backend logic, respond with `messages` endpoint.
3.16. LiveChat
• Feature: Automated Chat Routing — automates team, agent, or group assignment via webhooks and REST API `POST /chats/assign`.
3.17. Shopify
• Feature: Order Webhooks — automate ticket creation to appropriate team on new order or message events via `admin/api/2021-04/orders/create.json`.
3.18. SendGrid
• Feature: Inbound Parse Webhook — automates forwarding and sort using webhook endpoint and `POST` to backend script for routing.
3.19. Telegram
• Feature: Bot API — automates message classification, then use `sendMessage` to notify specific team/group.
3.20. Jira Service Management
• Feature: Automation Rules — automates ticket creation and assignment, via `POST /rest/api/3/issue` and custom rules.
3.21. Asana
• Feature: Task Creation API — automate task generation and team assignment using `POST /tasks` endpoint for incoming requests.
3.22. Google Chat
• Feature: Webhooks — automates posting and notification to rooms using Google Chat incoming webhook.
3.23. Monday.com
• Feature: Integrations + Automations — automates item creation and assignment, integration with Teams/Slack APIs.

Benefits

4.1. Shortens response time with 24/7 automated routing, ensuring no inquiry is missed.
4.2. Automates tedious, repetitive manual processes, freeing up human resources.
4.3. Ensures inquiries are routed to the correct team, automating accuracy and accountability.
4.4. Provides scalable automation for high inquiry volumes, automator enables handling surges without extra staff.
4.5. Automatedly tags, categorizes, and prioritizes inquiries for triaged responses, raising customer satisfaction.
4.6. Automates audit trails and query analytics for ongoing performance improvement.
4.7. Automates follow-ups and reminder notifications, minimizing inquiry drop-off.
4.8. Reduces errors and lost communications through robust end-to-end automation.