Automatiser la gestion des demandes de support client : guide pratique

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Automatiser la gestion des demandes de support client : guide pratique

Content Creation Email TranscriptionMake
Face à l’augmentation des demandes clients, l’automatisation du support devient indispensable pour gagner en réactivité et améliorer la satisfaction. Dans cet article, découvrez comment mettre en place un système automatisé pour recevoir, trier, assigner et suivre chaque demande. Nous abordons les meilleurs outils du marché, des conseils pour optimiser vos workflows, et des exemples concrets adaptés aux PME comme aux grandes entreprises. Un support client digitalisé, c’est aussi moins de tâches répétitives pour vos équipes et plus de temps pour les cas à forte valeur ajoutée.
				
					{
    "name": "Generate audio with ElevenLabs from Google Docs text and send to FTP and email",
    "flow": [
        {
            "id": 1,
            "module": "google-docs:getADocument",
            "version": 1,
            "parameters": {},
            "mapper": {
                "filter": "image",
                "select": "dropdown",
                "document": "/1AqgfSRSFJlytSGfpI1n1gs5ezwhX3QPbxTVlm82KXzY",
                "destination": "drive",
                "includeTabsContent": false
            },
            "metadata": {
                "designer": {
                    "x": 300,
                    "y": 0
                },
                "restore": {
                    "expect": {
                        "filter": {
                            "label": "Image"
                        },
                        "select": {
                            "label": "By Dropdown"
                        },
                        "document": {
                            "path": [
                                "Untitled document"
                            ]
                        },
                        "destination": {
                            "label": "My Drive"
                        }
                    },
                    "parameters": {
                        "__IMTCONN__": {
                            "data": {
                                "scoped": "true",
                                "connection": "google"
                            },
                            "label": "My Google connection (l.govender@make.com)"
                        }
                    }
                },
                "parameters": [
                    {
                        "name": "__IMTCONN__",
                        "type": "account:google",
                        "label": "Connection",
                        "required": true
                    }
                ],
                "expect": [
                    {
                        "name": "select",
                        "type": "select",
                        "label": "Get Content of a Document",
                        "required": true,
                        "validate": {
                            "enum": [
                                "map",
                                "dropdown"
                            ]
                        }
                    },
                    {
                        "name": "includeTabsContent",
                        "type": "boolean",
                        "label": "Include Tabs Content",
                        "required": true
                    },
                    {
                        "name": "filter",
                        "type": "select",
                        "label": "Filter",
                        "required": true,
                        "validate": {
                            "enum": [
                                "image",
                                "drawing",
                                "chart"
                            ]
                        }
                    },
                    {
                        "name": "destination",
                        "type": "select",
                        "label": "Choose a Drive",
                        "required": true,
                        "validate": {
                            "enum": [
                                "drive",
                                "share",
                                "team"
                            ]
                        }
                    },
                    {
                        "name": "document",
                        "type": "file",
                        "label": "Document ID",
                        "required": true
                    }
                ]
            }
        },
        {
            "id": 2,
            "module": "elevenlabs:createTextToSpeech",
            "version": 1,
            "parameters": {},
            "mapper": {
                "text": "{{1.text}}",
                "model_id": "eleven_english_sts_v2",
                "voice_id": "9BWtsMINqrJLrRacOk9x",
                "voice_settings": {}
            },
            "metadata": {
                "designer": {
                    "x": 600,
                    "y": 0
                },
                "restore": {
                    "expect": {
                        "model_id": {
                            "mode": "chose",
                            "label": "Eleven English v2 (eleven_english_sts_v2)"
                        },
                        "voice_id": {
                            "mode": "chose",
                            "label": "premade/Aria"
                        },
                        "optimize_streaming_latency": {
                            "mode": "chose",
                            "label": "Empty"
                        }
                    },
                    "parameters": {
                        "__IMTCONN__": {
                            "data": {
                                "scoped": "true",
                                "connection": "elevenlabs"
                            },
                            "label": "My ElevenLabs connection"
                        }
                    }
                },
                "parameters": [
                    {
                        "name": "__IMTCONN__",
                        "type": "account:elevenlabs",
                        "label": "Connection",
                        "required": true
                    }
                ],
                "expect": [
                    {
                        "name": "voice_id",
                        "type": "select",
                        "label": "Voice",
                        "required": true
                    },
                    {
                        "name": "model_id",
                        "type": "select",
                        "label": "Model",
                        "required": true
                    },
                    {
                        "name": "text",
                        "type": "text",
                        "label": "Text",
                        "required": true
                    },
                    {
                        "name": "voice_settings",
                        "spec": [
                            {
                                "name": "stability",
                                "type": "number",
                                "label": "Stability",
                                "validate": {
                                    "max": 1,
                                    "min": 0
                                }
                            },
                            {
                                "name": "similarity_boost",
                                "type": "number",
                                "label": "Similarity Boost",
                                "validate": {
                                    "max": 1,
                                    "min": 0
                                }
                            }
                        ],
                        "type": "collection",
                        "label": "Voice Settings"
                    },
                    {
                        "name": "optimize_streaming_latency",
                        "type": "select",
                        "label": "Optimize Streaming Latency",
                        "validate": {
                            "enum": [
                                "0",
                                "1",
                                "2",
                                "3",
                                "4"
                            ]
                        }
                    }
                ]
            }
        },
        {
            "id": 3,
            "module": "ftp:ActionUploadFile",
            "version": 8,
            "mapper": {
                "data": "{{2.data}}"
            },
            "metadata": {
                "designer": {
                    "x": 900,
                    "y": 0
                }
            }
        },
        {
            "id": 4,
            "module": "email:ActionSendEmail",
            "version": 7,
            "parameters": {
                "saveAfterSent": false
            },
            "mapper": {
                "cc": [],
                "to": [
                    "someone@email.com"
                ],
                "bcc": [],
                "from": "",
                "html": "",
                "sender": "",
                "headers": [],
                "replyTo": "",
                "subject": "",
                "priority": "normal",
                "inReplyTo": "",
                "references": [],
                "attachments": [
                    {
                        "cid": "",
                        "data": "{{2.data}}",
                        "fileName": "{{2.fileName}}"
                    }
                ]
            },
            "metadata": {
                "designer": {
                    "x": 1200,
                    "y": 0
                },
                "restore": {
                    "expect": {
                        "cc": {
                            "mode": "chose"
                        },
                        "to": {
                            "mode": "chose",
                            "items": [
                                null
                            ]
                        },
                        "bcc": {
                            "mode": "chose"
                        },
                        "priority": {
                            "label": "Normal"
                        },
                        "references": {
                            "mode": "chose"
                        },
                        "attachments": {
                            "mode": "chose",
                            "items": [
                                null
                            ]
                        },
                        "contentType": {
                            "label": "HTML"
                        }
                    },
                    "parameters": {
                        "account": {
                            "data": {
                                "scoped": "true",
                                "connection": "google-restricted"
                            },
                            "label": "My Google Restricted connection (l.govender@make.com)"
                        },
                        "saveAfterSent": {
                            "label": "No"
                        }
                    }
                },
                "parameters": [
                    {
                        "name": "account",
                        "type": "account:smtp,google-restricted,microsoft-smtp-imap",
                        "label": "Connection",
                        "required": true
                    },
                    {
                        "name": "saveAfterSent",
                        "type": "select",
                        "label": "Save message after sending",
                        "required": true,
                        "validate": {
                            "enum": [
                                true,
                                false
                            ]
                        }
                    },
                    {
                        "type": "hidden"
                    }
                ],
                "expect": [
                    {
                        "name": "to",
                        "spec": {
                            "name": "value",
                            "type": "email",
                            "label": "Email address",
                            "required": true
                        },
                        "type": "array",
                        "label": "To",
                        "required": true
                    },
                    {
                        "name": "subject",
                        "type": "text",
                        "label": "Subject"
                    },
                    {
                        "name": "contentType",
                        "type": "select",
                        "label": "Content Type",
                        "required": true,
                        "validate": {
                            "enum": [
                                "html",
                                "text"
                            ]
                        }
                    },
                    {
                        "name": "attachments",
                        "spec": [
                            {
                                "name": "fileName",
                                "type": "filename",
                                "label": "File name",
                                "required": true,
                                "semantic": "file:name"
                            },
                            {
                                "name": "data",
                                "type": "buffer",
                                "label": "Data",
                                "required": true,
                                "semantic": "file:data"
                            },
                            {
                                "name": "cid",
                                "type": "text",
                                "label": "Content-ID"
                            }
                        ],
                        "type": "array",
                        "label": "Attachments"
                    },
                    {
                        "name": "cc",
                        "spec": {
                            "name": "value",
                            "type": "email",
                            "label": "Email address"
                        },
                        "type": "array",
                        "label": "Copy recipient"
                    },
                    {
                        "name": "bcc",
                        "spec": {
                            "name": "value",
                            "type": "email",
                            "label": "Email address"
                        },
                        "type": "array",
                        "label": "Blind copy recipient"
                    },
                    {
                        "name": "from",
                        "type": "text",
                        "label": "From"
                    },
                    {
                        "name": "sender",
                        "type": "text",
                        "label": "Sender"
                    },
                    {
                        "name": "replyTo",
                        "type": "text",
                        "label": "Reply-To"
                    },
                    {
                        "name": "inReplyTo",
                        "type": "text",
                        "label": "In-Reply-To"
                    },
                    {
                        "name": "references",
                        "spec": {
                            "name": "value",
                            "type": "text",
                            "label": "Reference",
                            "required": true
                        },
                        "type": "array",
                        "label": "References"
                    },
                    {
                        "name": "priority",
                        "type": "select",
                        "label": "Priority",
                        "validate": {
                            "enum": [
                                "high",
                                "normal",
                                "low"
                            ]
                        }
                    },
                    {
                        "name": "headers",
                        "spec": [
                            {
                                "name": "key",
                                "type": "text",
                                "label": "Key",
                                "required": true
                            },
                            {
                                "name": "value",
                                "type": "text",
                                "label": "Value",
                                "required": true
                            }
                        ],
                        "type": "array",
                        "label": "Headers"
                    },
                    {
                        "name": "html",
                        "type": "text",
                        "label": "Content"
                    }
                ]
            }
        }
    ],
    "metadata": {
        "instant": false,
        "version": 1,
        "scenario": {
            "roundtrips": 1,
            "maxErrors": 3,
            "autoCommit": true,
            "autoCommitTriggerLast": true,
            "sequential": false,
            "slots": null,
            "confidential": false,
            "dataloss": false,
            "dlq": false,
            "freshVariables": false
        },
        "designer": {
            "orphans": []
        },
        "zone": "eu2.make.com",
        "notes": []
    }
}
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