Comprehensive Automation System Integration

Project: Automation System for Customer Service, Operations & Notifications

Overview:
We want to build a simple, scalable, and reliable automation system connecting Respond.io, Make.com, Telegram, Shopify, and Lark.

The system should manage customer interactions, internal workflows, and real-time notifications with minimal manual work and low error risk.

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Core Flow:

Customer → Respond.io (Customer Service Chat)
→ Staff action (Tag / Button / Field)
→ Make.com (Automation + Router)
→ Telegram (Send to different groups)
→ Lark (Data storage & internal tracking)
→ Shopify (for confirmed sales only)

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Trigger Types (Must Support):

1. Appointment (Store visit booking)
2. Authentication (Item verification)
3. Buyback (Customer selling item to us)
4. Sales (Completed transaction)

All automation must be based on these trigger types.

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Trigger Mechanism:

Customer service staff will trigger actions inside Respond.io using:
- Tags
- Buttons
- Custom fields

The system must detect these triggers and execute the correct workflow automatically.

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Automation Logic (Make.com):

- Make.com will be the central automation system
- It must receive triggers from Respond.io
- Use Router to split flows based on trigger types
- Execute the following actions:
• Send Telegram notifications
• Store records in Lark
• Create/update Shopify orders (for Sales only)

The system must be clean, structured, and easy to maintain.

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Telegram Notification Requirements:

Each trigger type must send messages to different Telegram groups.

Messages must include dynamic variables such as:
- Customer name
- Staff name
- Amount / Price
- Product (if applicable)
- Payment method
- Source

Example format:

[Sales]
New Sales Order
Customer: {{name}}
Amount: RM {{amount}}
Staff: {{staff}}
Source: {{source}}
Payment: {{payment}}

[Buyback]
New Buyback Request
Customer: {{name}}
Item: {{product}}
Offer: RM {{price}}
Staff: {{staff}}

[Authentication]
New Authentication Request
Customer: {{name}}
Item: {{product}}
Time: {{time}}

[Appointment]
New Appointment
Customer: {{name}}
Time: {{time}}
Location: {{branch}}

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Lark Data Management (IMPORTANT):

All data must be stored in Lark (NOT Google Sheets).

Required fields:
- Date
- Customer Name
- Type (Appointment / Buyback / Sales / Authentication)
- Staff
- Amount (if applicable)
- Status (Pending / Completed)
- Source

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System Requirements:

- Simple and easy for staff to use
- Minimize manual typing (use dropdowns / tags)
- Reduce human errors
- Scalable for future expansion
- Clean automation structure (no messy logic)

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Important Notes:

- Proper variable mapping is critical (no missing or broken data)
- The system must be maintainable by our team after setup
- Avoid overly complex design

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Open to Suggestions:

If you have a better or simpler architecture, workflow, or tools,
please propose your solution and explain why it is better.

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Budget:
(To be discussed)