Automated Call & Text Management + Customer Follow-up System

This project involved developing a comprehensive automated call & text management along with a customer follow-up system using Make and the JustCall API.

This solution addressed several critical needs:

Timely Agent Notifications: Hourly checks on all calls and texts received but not catered to by the agents, triggered automated notifications via Slack messages, ensuring agents promptly respond to customer inquiries.

Manager Escalation: For texts and calls with no response within a set timeframe (every 3 hours), managers received notifications, prompting them to address potential customer service gaps.

Calendly Integration: Workflows listened to Calendly events and sent automated messages via JustCall, streamlining communication with customers who booked appointments.

Meeting Management: To prevent scheduling conflicts, workflows automatically cancelled meetings exceeding a member's allowed limit and notified affected customers via scheduled JustCall text messages.

Data Tracking and Reporting: Missed calls and texts were pushed to Google Sheets, capturing valuable data for comprehensive reporting and performance analysis.

No-Code API Integration: Skillful utilization of Make and the JustCall API to build robust automation workflows.

Timely Event Monitoring: Implemented efficient hourly checks to ensure timely responses and service delivery.

Slack Integration: Leveraged Slack block messages for targeted and informative agent and manager notifications.

Data Management & Reporting: Established workflows for data collection and storage in Google Sheets, facilitating valuable reporting insights.