Customer Relationship & SupportPurpose
1.2. Automatedly unify multichannel records to streamline support, sales follow-up, security consultations, warranty discussions, compliance, and dispute mitigation.
1.3. Enable automation for data-driven analysis of communications for improving customer satisfaction and enhancing staff response workflows.
Trigger Conditions
2.2. Automated chat started or ended (via web widget event, bot integration, or agent assignment).
2.3. Phone call initiated, received, or ended (via telephony API event or call log update).
2.4. Scheduled event, e.g., daily batch logging or shift-change bulk sync.
Platform Variants
• Feature/Setting: Use the "Call Recording" and "Call Logs API" for automated call data and transcript logging; configure webhook endpoints for real-time triggers.
3.2. SendGrid
• Feature/Setting: Use "Inbound Parse Webhook" to automate parsing and logging of all customer email; configure automated POST to CRM endpoint.
3.3. Microsoft Teams
• Feature/Setting: Use "Graph API – List Chats/Channels" to automate extraction and logging of support and sales conversations.
3.4. Gmail API
• Feature/Setting: Use "watch" trigger with Gmail API to automate real-time email threading and flagging for CRM logging.
3.5. Slack
• Feature/Setting: Use "Events API – message.channels" event to automate collecting/store channels and DMs relevant to support/sales.
3.6. Zendesk
• Feature/Setting: Use "Incremental Exports API" to automate logging tickets, comments, and support chat histories.
3.7. Freshdesk
• Feature/Setting: Use "Conversation API" to automate syncing of ticket emails, agent responses, and customer messages.
3.8. Intercom
• Feature/Setting: Enable "Webhooks – Conversation Events" for real-time automated logging to customer profiles.
3.9. Salesforce Service Cloud
• Feature/Setting: Use "EmailMessage" and "LiveChatTranscript" objects for automated archiving and linking to cases.
3.10. HubSpot
• Feature/Setting: Configure "Engagements API" to automate logging of emails, calls, and chat records.
3.11. RingCentral
• Feature/Setting: Use "Call Log API" and "Message Store API" for automated voice and text activity capture.
3.12. Zoom Phone
• Feature/Setting: Use "Call Logs API" for automated analytics and syncing to customer records.
3.13. Google Chat
• Feature/Setting: Use "Spaces.list API" and "messages.list API" for automated chat data extraction and archiving.
3.14. Outlook Office365
• Feature/Setting: Use "Graph API – Mail.Read" and webhook/callback subscriptions for automated email logging.
3.15. Aircall
• Feature/Setting: Use "Call Webhook" to automate call event streams and audio archive integration.
3.16. Zoho CRM
• Feature/Setting: Use "Emails API" and "Calls API" to automatically feed communication logs into contact records.
3.17. LiveChat
• Feature/Setting: Use "Webhook: chat ended" for automated archiving and CRM/ERP logging of full transcripts.
3.18. Facebook Messenger
• Feature/Setting: Use "Webhook subscription: messages" to automate logging of business chat responses.
3.19. WhatsApp Business API
• Feature/Setting: Use "Webhook: message notification" for automated cross-channel logging and case linkage.
3.20. Genesys Cloud CX
• Feature/Setting: Use "Analytics API" (conversations, emails, calls) for automated batch or real-time activity logging.
Benefits
4.2. Enables automation of compliance audits for regulated security product sales/support.
4.3. Automatedly links communication records across platforms for holistic customer views.
4.4. Automates follow-ups, reminders, escalations based on logged interaction outcomes.
4.5. Supports automation-driven analytics for response time, resolution rates, and staff effectiveness.
4.6. Prevents loss of critical details, automating documentation in case of disputes or service claims.
4.7. Drives automatable internal knowledge base updates from real-world communication logs.
4.8. Enhances automator-driven customer journey mapping and personalization.