Requests that stop at the door
311 takes the request, but the department works in another system.
For 311 & customer serviceBy role
Every request routed.
Every answer back in 311.
Requests from the app, the web and other systems reach the department that handles them, and status changes come back so agents and residents see the same answer.
§ The problem
What gets in the way.
Residents asking for status
When the department closes the case, 311 doesn't know.
Cases in more than one system
Web cases in a CRM never become 311 requests.
§ How it works
How it works for 311 & customer service
- 01Request createdSentra 311 calls in.
- 02DecideCode enforcement or something else?
- 03ShapeMap fields to the department's record.
- 04SendCreate the record in the department's system.
- 05Close the loopClosures update the 311 request.
§ What you get
Built for 311 & customer service.
Route by type
If/else branches send potholes to crews, code cases to the map and the rest to a file.
Learn more →Closures come back
Closed Accela records close the matching 311 request every 15 minutes.
Learn more →CRM cases to 311
New web cases from Salesforce, Zendesk or ServiceNow become 311 requests.
Learn more →§ Examples
Flows that fit.
Generated from SentraBridge's ready-made templates.
Sentra 311 → Sentra Scheduler → PostgreSQL / PostGIS → Esri ArcGIS feature layer → SFTP server
311 triage: route every request to the right system
Cleans and checks changed 311 requests, sends bad ones to a data-quality sub-flow, checks the city database to see if each is new, then routes new…
Accela Civic Platform → Sentra 311Closed Accela records close their 311 requests
Every 15 minutes, finds Accela records closed since the last run and closes the matching Sentra 311 request.
Salesforce → Sentra 311Salesforce web cases become Sentra 311 requests
Every 15 minutes, turns new Salesforce cases from the web into Sentra 311 service requests.
Sentra 311 → Accela Civic Platform311 code-enforcement requests become Accela records
When Sentra 311 sends request.created, code-enforcement requests become new Accela records. Everything else is ignored.
§ Systems
Systems you likely run.
Each links to its connector page. Not listed? Any REST API, OpenAPI file, database or SFTP server works.
Sentra 311§ FAQ
Questions, answered
We don't use Sentra 311. Can we still route requests?
Yes. Open311, SeeClickFix, Salesforce, Zendesk and ServiceNow have connectors, and any system with an API can be connected.
How fast do requests reach Accela?
With a webhook trigger, the flow runs when Sentra 311 calls in. Accela has no webhooks, so changes coming back are checked on a schedule.
Are webhook calls verified?
Yes. Signatures are checked for every Sentra product, and generic HMAC or token checks work for others.
See your own systems connected.
We'll set up a workspace with your systems in a sandbox and build your first flow with you.