> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# PostGrid Verify

> Connect DialNexa calls to PostGrid Verify for ticket, conversation, customer issue, SLA risk, product feedback item, or support escalation workflows.

PostGrid Verify is an API that allows you to autocomplete, verify, and standardize addresses in real-time, supporting both individual and batch address verification.

<Note>
  Use PostGrid Verify with DialNexa when a caller needs help, escalation, callback, product triage, or a status update that support teams must own.
</Note>

## Where PostGrid Verify fits in a DialNexa workflow

PostGrid Verify should receive DialNexa output when the conversation affects a ticket, conversation, customer issue, SLA risk, product feedback item, or support escalation. The handoff should explain what the caller asked for, what DialNexa learned, which record or object is affected, and who owns the next step.

<CardGroup cols={2}>
  <Card title="Avoid repeat questions" icon="check-circle">
    Send the questions DialNexa already asked so agents do not restart discovery.
  </Card>

  <Card title="Create actionable tickets" icon="check-circle">
    Include the issue, affected product, customer expectation, what DialNexa already asked, and next owner.
  </Card>

  <Card title="Escalate VIP or angry callers" icon="check-circle">
    Flag sentiment, account value, SLA risk, repeat contact, and cancellation language.
  </Card>

  <Card title="Capture product feedback" icon="check-circle">
    Separate bugs, feature requests, usability confusion, and missing documentation.
  </Card>
</CardGroup>

## What DialNexa should capture for PostGrid Verify

* Customer name, account, email, phone, plan, support ID, ticket ID, and owner
* Issue summary, product area, urgency, sentiment, SLA risk, and expected resolution
* Tags such as bug, refund, cancellation risk, VIP, repeat contact, angry customer, or callback needed
* Transcript link, recording link, DialNexa call ID, CRM link, order link, and conversation link
* Duplicate ticket check, escalation owner, due date, and customer-visible next step

## High-value PostGrid Verify workflows

<AccordionGroup>
  <Accordion title="Repeated issue should become product feedback">
    DialNexa should write the symptom, expected behavior, actual behavior, affected area, business impact, and evidence links into PostGrid Verify. A teammate should be able to triage the issue without replaying the call.
  </Accordion>

  <Accordion title="Angry caller needs manager review">
    For this scenario, DialNexa should treat PostGrid Verify as an escalation destination. Send the impact, urgency, affected customer or object, owner, and transcript link so the right team can act before the issue gets colder.
  </Accordion>

  <Accordion title="Customer calls about an unresolved ticket">
    For this workflow, DialNexa should send PostGrid Verify a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="VIP caller needs urgent escalation">
    For this scenario, DialNexa should treat PostGrid Verify as an escalation destination. Send the impact, urgency, affected customer or object, owner, and transcript link so the right team can act before the issue gets colder.
  </Accordion>

  <Accordion title="DialNexa detects cancellation language">
    For this workflow, DialNexa should send PostGrid Verify a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="Caller reports a product bug">
    DialNexa should write the symptom, expected behavior, actual behavior, affected area, business impact, and evidence links into PostGrid Verify. A teammate should be able to triage the issue without replaying the call.
  </Accordion>

  <Accordion title="Support needs a callback task after no answer">
    DialNexa should capture the preferred time, timezone, owner, promise made, and contact channel before updating PostGrid Verify. The receiving team should see exactly why the follow-up exists and what the caller expects next.
  </Accordion>

  <Accordion title="Use lookup city and state from postal code">
    Use lookup city and state from postal code before answering, routing, or creating follow-up. DialNexa should verify the lookup result against the caller and send low-confidence matches to a human queue.
  </Accordion>

  <Accordion title="Use verify address">
    Use verify address only when DialNexa has a matched caller, a clear destination object, and enough call context to justify opening a new support record. If the caller is unclear, route to review instead of creating noise.
  </Accordion>
</AccordionGroup>

## Workflows that pair PostGrid Verify with other integrations

* [PostGrid Verify](/integrations/postgrid_verify) + [Gmail](/integrations/gmail): Gmail for customer-facing follow-up.
* [PostGrid Verify](/integrations/postgrid_verify) + [HubSpot](/integrations/hubspot): HubSpot for account value and renewal context.
* [PostGrid Verify](/integrations/postgrid_verify) + [Slack](/integrations/slack): Slack for urgent support escalation.
* [PostGrid Verify](/integrations/postgrid_verify) + [Jira](/integrations/jira): Jira for product bugs from calls.
* [PostGrid Verify](/integrations/postgrid_verify) + [Google Docs](/integrations/googledocs): Google Docs for incident and QA notes.
* [PostGrid Verify](/integrations/postgrid_verify) + [Stripe](/integrations/stripe): Stripe for billing or refund context.
* [PostGrid Verify](/integrations/postgrid_verify) + [Shopify](/integrations/shopify): Shopify for ecommerce order context.
* [PostGrid Verify](/integrations/postgrid_verify) + [Intercom](/integrations/intercom): Intercom for conversation history.

## Implementation notes

* Use the DialNexa call ID as the idempotency key before running PostGrid Verify actions.
* Write a short operational summary into PostGrid Verify and link to the full transcript or recording for audit.
* Map required fields before launch: destination object, owner, status, urgency, next step, and record URL.
* Create review paths for low-confidence matches, sensitive requests, high-value customers, and actions that change money, access, legal terms, or customer commitments.

## FAQs

<AccordionGroup>
  <Accordion title="How should angry customers be routed?">
    Tag sentiment, repeat contact, account value, cancellation language, and SLA risk, then notify the escalation owner.
  </Accordion>

  <Accordion title="How do callbacks get tracked?">
    Create a callback task with phone number, preferred time, timezone, owner, attempt count, and the reason for the callback.
  </Accordion>

  <Accordion title="How are duplicate tickets avoided?">
    Search open tickets and recent conversations by customer, phone, email, and issue category before creating anything new.
  </Accordion>

  <Accordion title="What should stay internal?">
    Private account details, agent-only notes, escalation reasoning, and full transcripts should stay internal unless approved for customer messaging.
  </Accordion>

  <Accordion title="How should product feedback be captured?">
    Separate feature request, bug, confusion, missing documentation, and churn risk so product teams can use the signal.
  </Accordion>

  <Accordion title="Should every support call create a ticket?">
    No. Create or update a ticket when the caller needs follow-up, SLA tracking, evidence, escalation, or customer-visible ownership.
  </Accordion>

  <Accordion title="What makes a support handoff useful?">
    Issue, affected product, customer expectation, what DialNexa already checked, urgency, owner, next step, and transcript link.
  </Accordion>

  <Accordion title="When should a call become a product bug?">
    When the caller provides reproducible behavior, expected result, actual result, affected product area, and business impact.
  </Accordion>
</AccordionGroup>