Recording and tracking all customer interactions

Purpose

1.1. Automate the recording and tracking of every customer interaction (calls, emails, texts, chat, social, forms) across all touchpoints for complete GMC dealer lead management.
1.2. Ensure automated data centralization for sales, support, and marketing teams, enabling full visibility and automating historical context tracking.
1.3. Automate assignment of leads, flagging of hot prospects, and enabling real-time customer engagement follow-ups without manual intervention.
1.4. Support automated analysis of conversation sentiment, customer journey progress, and sales pipeline movement for performance improvement.

Trigger Conditions

2.1. Inbound or outbound communications via phone, email, SMS, chat, or web forms involving prospective or current GMC vehicle customers.
2.2. Customer record updates or new entries in DMS/CRM.
2.3. Touchpoints logged via third-party integrations (automated input via APIs).
2.4. Automated detection of missed follow-up or overdue task.

Platform Variants

3.1. Salesforce CRM
• Feature/Setting: Use REST API (POST /services/data/vXX.0/sobjects/Task) to automate interaction logging.
3.2. HubSpot
• Feature/Setting: Engagements API (POST /engagements/v1/engagements) for automated calls, emails, and notes recording.
3.3. Microsoft Dynamics 365
• Feature/Setting: ActivityPointer entity via OData endpoint for automated tracking of activities.
3.4. Zoho CRM
• Feature/Setting: Automation using API (POST /crm/v2/Calls, /Notes, etc.) for automated record creation upon interaction.
3.5. Twilio
• Feature/Setting: Use Webhooks/API to automate SMS/call logging to CRM.
3.6. Aircall
• Feature/Setting: API (POST /calls) to automate log and associate calls to customer records.
3.7. Intercom
• Feature/Setting: Conversation API (POST /conversations) for automated chat recording.
3.8. Zendesk
• Feature/Setting: Tickets API for automated logging of customer service interactions.
3.9. Freshdesk
• Feature/Setting: Tickets API (POST /api/v2/tickets) to automate agent/customer contact records.
3.10. Pipedrive
• Feature/Setting: Activities API (POST /activities) for automating documentation of communication touchpoints.
3.11. Slack
• Feature/Setting: Event Subscriptions and API (chat.postMessage) for internal automated logging and alerts.
3.12. Mailgun
• Feature/Setting: Webhooks to automate email engagement recording (opened, clicked, replied).
3.13. Gmail
• Feature/Setting: Gmail API (watch, list messages, get threads) for automatedly capturing email correspondence.
3.14. Outlook/Office 365
• Feature/Setting: Graph API (POST /me/messages) for automating email thread extraction and logging.
3.15. Facebook Messenger
• Feature/Setting: Messenger Platform Webhooks to automate chat message recording.
3.16. WhatsApp Business API
• Feature/Setting: Webhook events for automating inbound/outbound message and interaction logging.
3.17. WeChat Work
• Feature/Setting: Message audit API for automatedly capturing business chat records.
3.18. SMS Gateway (e.g., Plivo)
• Feature/Setting: Message API (POST /Message) for automating logged SMS contacts.
3.19. Google Sheets
• Feature/Setting: Sheets API (append, update) for automatedly capturing and structuring interaction history.
3.20. Formstack
• Feature/Setting: Webhook or Zapier triggers for automatedly logging web-form entries as customer touchpoints.

Benefits

4.1. Automated, error-free capture improves data accuracy and sales/customer experience.
4.2. Full automation of lead/customer lifecycle tracking optimizes response times and follow-up effectiveness.
4.3. Automating multi-channel interactions breaks down silos and fuels coordinated team engagement.
4.4. Automation surfaces actionable insights for sales strategy and marketing refinement.
4.5. Automated processes reduce time waste, letting teams focus on high-value GMC dealer tasks.