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When you need to integrate email and bot support into your inbound call management

Pain Point

Our client needed us to be able to receive automated alerts and alarms via email and bot-initiated audio calls


  • Our client already used our services for voice related call handling and escalation services
  • Our client secured a new contract that included a new requirement for handling automated alerts in the form of email and bot audio inbound calls
  • Alerts received via email or bot were required to be triaged and escalated to on call technicians


  • Developing a solution that could receive email and bot calls – no human
  • Ability to associate incoming emails and bot calls to a script and workflow
  • Ability to triage problems accurately and efficiently, then escalate to technician
  • Integration to CRM and job management software for tracking works in progress


  • We implemented our Email Help Desk Service to receive both alert types
  • We implemented a comprehensive script inclusive of escalation management to ensure urgent alerts were escalated according to agreed frequency, timing and transaction type
  • We designed reporting that separated each transaction type; calls, emails, bot, resolution

The final solution included:

  • Implementation of our Email Help Desk Service incorporating Escalation Management
  • Provision of our Client Portal so that the client had full visibility across activity via reporting suite
  • Consolidated omni channel solution; the client saves handling costs due to systems’ integration
  • The client has peace of mind knowing that we have capacity and capability to across all channels of communication 24/7, every day of the year

If you’d like to know more about our bespoke help desk and escalation management services,

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