Customer Service & SupportPurpose
1.2. To enable fully automated customer complaint processing, ensuring prompt response and efficient ticket management.
1.3. To eliminate manual intervention by automating intake, acknowledgment, routing, and recording of complaints from various communication channels.
1.4. To seamlessly automate capture, tracking, and management of complaint details for rapid customer service and improved satisfaction.
Trigger Conditions
2.2. Triggered when keywords such as “complaint”, “unhappy”, “issue”, or “problem” are detected in communication.
2.3. Automatically triggers upon form submission from feedback or complaint portals.
2.4. Initiates when IVR system records a new complaint call.
Platform Variants
• Feature/Setting: SMS receive webhook; configure callback URL to automation handler.
3.2. Zendesk
• Feature/Setting: Ticket creation via API; configure “tickets.create” endpoint integration.
3.3. Freshdesk
• Feature/Setting: Auto-ticket creation API; set up POST to “/api/v2/tickets” with customer data.
3.4. SendGrid
• Feature/Setting: Inbound Parse webhook; direct to automation for email complaint processing.
3.5. Gmail
• Feature/Setting: Automated filter & forwarding; forward emails with complaint keywords to automator.
3.6. Office365
• Feature/Setting: Outlook rule for complaint detection; automated forwarding to ticket endpoint.
3.7. Google Forms
• Feature/Setting: Form submit trigger; automate complaint acknowledgment via Apps Script or webhook.
3.8. Slack
• Feature/Setting: Slash command or incoming webhook; automate complaint intake and response.
3.9. Microsoft Teams
• Feature/Setting: Incoming webhook or Power Automate trigger for complaint channel messages.
3.10. Facebook Messenger
• Feature/Setting: Messenger webhook; automate complaint intake using Messenger API.
3.11. WhatsApp Business Cloud API
• Feature/Setting: Message webhook; auto-detect and automate ticket creation from incoming complaints.
3.12. Telegram
• Feature/Setting: Bot API webhook; trigger automation on receipt of complaint messages.
3.13. HubSpot Service Hub
• Feature/Setting: Ticket API; automate ticket creation through “crm/v3/objects/tickets” POST.
3.14. Salesforce Service Cloud
• Feature/Setting: Case creation API; configure automation to use “/services/data/vXX.X/sobjects/Case/”.
3.15. Zoho Desk
• Feature/Setting: API endpoint for automated ticket creation; configure POST to “/api/v1/tickets”.
3.16. Intercom
• Feature/Setting: Automated conversation assignment via REST API and event webhook.
3.17. Aircall
• Feature/Setting: Call webhook; automates complaint recording and auto-ticketing.
3.18. Typeform
• Feature/Setting: Webhook submission on form completion to automation service.
3.19. ServiceNow
• Feature/Setting: Create Incident API; automate incident record creation from digital channels.
3.20. Jira Service Management
• Feature/Setting: Issue creation webhook/API; automate with POST to “/rest/api/2/issue”.
Benefits
4.2. Automates ticket logging, ensuring every complaint is trackable and accountable.
4.3. Reduces manual workload and human error through automation.
4.4. Automates escalations and ensures SLAs by systematic, timely ticket handling.
4.5. Supports omnichannel complaint automation, making the process seamless regardless of how customers reach out.
4.6. Enables detailed analytics of automatable complaint data and trends.
4.7. Fosters a consistent brand voice by automatedly responding to every complaint.
4.8. Automates follow-up workflows, leading to improved customer retention and wins.