Automated follow-up task assignments to staff

Purpose

1.1. Ensure timely follow-up on Aadhaar registration and update requests by auto-assigning tasks to staff after predefined events.
1.2. Improve operational efficiency, reduce human error, and guarantee no applicant is left unattended during identity registration processes.
1.3. Standardize notification and escalation hierarchies to align with government compliance practices.

Trigger Conditions

2.1. New Aadhaar registration appointment booked.
2.2. Pending application review after set period (e.g., 48 hours).
2.3. Manual escalation from helpdesk.
2.4. Applicant submits supplementary documents.
2.5. Completion of biometric capture without record submission.
2.6. Scheduled daily or weekly task audits detecting unassigned or unresolved cases.

Platform Variants

3.1. Twilio SMS
  • Feature: Messaging API — configure webhook to notify staff on new assignments.
  • Sample: POST /Messages with staff mobile and assignment details.
3.2. SendGrid
  • Feature: Single Send API — automate assignment emails per event.
  • Sample: POST /mail/send with staff email and task ID.
3.3. Microsoft Teams
  • Feature: Incoming Webhook — post task assignments to designated channels.
  • Sample: JSON payload with title, applicant ID, due date to webhook URL.
3.4. Slack
  • Feature: Chat.postMessage — deliver DM with assignment specifics to staff.
  • Sample: API call to staff user ID with JSON details.
3.5. Google Workspace (Sheets + Gmail)
  • Feature: Apps Script — auto-generate email using row triggers in Sheets.
  • Sample: Script detects new row, emails task to assigned staff.
3.6. Zoho CRM
  • Feature: Workflow Rules — create task for staff when applicant record updated.
  • Sample: Configure rule on custom module, assign action "create task".
3.7. Salesforce
  • Feature: Process Builder — automate follow-up tasks based on status change.
  • Sample: Flow creates Task record, assigns to user upon event CA (case assignment).
3.8. Trello
  • Feature: Automations (Butler) — auto-assign card and send notification on trigger.
  • Sample: Rule: "When card added to list ‘Follow-Up’, assign to member X."
3.9. Asana
  • Feature: Rules Builder — assign task, send message on new form entry.
  • Sample: Auto-assignment when ‘Aadhaar Registration Follow-Up’ field is checked.
3.10. Jira
  • Feature: Automation for Jira — auto-create and assign ticket for follow-up.
  • Sample: Trigger: new applicant record. Action: assign to queue or user group.
3.11. Zendesk
  • Feature: Triggers — auto-create follow-up ticket and notify agent.
  • Sample: Trigger on ticket update, assign to ‘Aadhaar Center’ group.
3.12. Freshdesk
  • Feature: Workflow Automator — create task, set priority, assign staff.
  • Sample: Rule on tag ‘Aadhaar Pending’, assigns task to support staff.
3.13. Monday.com
  • Feature: Automations — assign item, notify on status change.
  • Sample: “When status is Awaiting Follow-up, assign to staff Y”.
3.14. ServiceNow
  • Feature: Flow Designer — assign and escalate follow-up tasks.
  • Sample: Flow triggers on ‘pending’ state, routes to appropriate staff.
3.15. HubSpot
  • Feature: Workflows — task creation and staff assignment per applicant form submission.
  • Sample: Trigger on new contact in ‘Aadhaar Registrations’ pipeline.
3.16. ClickUp
  • Feature: Automations — auto-create, assign, and comment on follow-up task.
  • Sample: “When custom field Follow-Up Needed is true, assign task.”
3.17. Airtable
  • Feature: Automations — when row matches, create record in "Assignments" table.
  • Sample: Airtable Automation runs on status ‘pending follow-up’.
3.18. Intercom
  • Feature: Workflows — auto-message and assign follow-up to support team.
  • Sample: Workflow for tag ‘aadhaar-update’, owner set to on-duty staff.
3.19. Pipedrive
  • Feature: Workflow Automation — create and assign activity for any flagged applicant.
  • Sample: Trigger: Stage change to ‘Requires Follow-up’. Action: Assign activity.
3.20. Zoho Desk
  • Feature: Blueprint — assign and escalate follow-up tasks by application status.
  • Sample: Condition 'awaiting documents', route ticket to staff Z.

Benefits

4.1. Ensures prompt applicant service and regulatory compliance.
4.2. Increases staff accountability, improving resolution rates.
4.3. Reduces administrative burden and manual tracking errors.
4.4. Strengthens audit trail and reporting for government oversight.
4.5. Enhances citizen satisfaction via consistency and transparency in identity registration.