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Automate complaints triage as each complaint arrives

The agent reads each complaint, categorizes it against your taxonomy and notes the response date your policy sets. It routes the complaint to the right team and sends sensitive cases to a person straight away.

Book a demoSee how it runs

Works with

  • Ticketing tool · via Custom REST
  • Case system · via Custom REST

and any system with an API via Custom REST

What is complaints triage?

  • The procedure

    Complaints triage happens as each complaint arrives: categorize it against your taxonomy, set the response date your policy gives that category and pass it to the team that handles it. Some need a person straight away, such as complaints that mention circumstances your policy treats as sensitive or claim a loss above your threshold.

  • What the agent does

    • Reads each complaint from your ticketing tool

    • Categorizes it against your taxonomy

    • Notes the response date your policy sets for that category

    • Routes it to the right team and updates the ticket

  • What your team decides

    • The response to the customer

    • How a sensitive case is handled, by phone or otherwise

    • Escalations above your threshold

    • Any redress or refund

Example runs for complaints handlers, customer operations and compliance teams

Sample data

Complaints Agent

Categorizes and routes each complaint under your complaints policy.

  • API
  • Google Drive
  • +1

Trigger: Inbound webhook · new complaint

From a procedure Complaints · v1.3

Maya

New complaint from a Halden Trading user. Triage it.

Complaints Agent

  1. Read the complaint from the ticketing tool through Custom REST
  2. Categorized it as a billing complaint under your taxonomy
  3. Noted the response date your policy sets for that category
  4. Routed it to the billing team and updated the ticket

Routed. The complaint is with the billing team, with its category and response date on the ticket.

4 steps · 0 reviews

Complaints Agent

Categorizes and routes each complaint under your complaints policy.

  • API
  • Google Drive
  • +1

Trigger: Inbound webhook · new complaint

From a procedure Complaints · v1.3

Lena

New complaint from a Harbor Lane customer. Triage it.

Complaints Agent

  1. Read the complaint from the ticketing tool through Custom REST
  2. The message mentions circumstances your policy treats as sensitive complaint.sensitive_terms.size() > 0
  3. Handed it to a person straight away, as your policy requires for sensitive cases Waiting for a reviewerTom: assigned to a senior handler, contact by phone
  4. Updated the ticket with the assignment and the note

Assigned to a person. The case went to a senior handler as your policy requires, and the handler owns the response.

4 steps · 1 review

Complaints Agent

Categorizes and routes each complaint under your complaints policy.

  • API
  • Google Drive
  • +1

Trigger: Inbound webhook · new complaint

From a procedure Complaints · v1.3

Diego

New complaint from a Lumen Print customer. Triage it.

Complaints Agent

  1. Read the complaint from the ticketing tool through Custom REST
  2. Categorized it as a service failure with a financial loss claimed
  3. The amount claimed is above your escalation threshold complaint.amount > policy.escalate_above
  4. Escalated to a person under your complaints policy Waiting for a reviewerMarcus: escalate to your compliance lead

Escalated. The case went to your compliance lead with the category and the source message attached.

4 steps · 1 review

Setting up the Complaints Agent

Connect your systems

Read complaints from your ticketing tool through Custom REST, route and update tickets through the same connection, and keep case notes in Google Drive.

  • Google Drive
  • Sumsub
  • ComplyAdvantage
  • Ticketing tool · via Custom REST
  • Case system · via Custom REST

Write the rules

Your taxonomy, response timelines and escalation criteria are CEL rules, applied to each complaint as it arrives.

Sample data
complaint.sensitive_terms.size() > 0Ask a person
complaint.amount > policy.escalate_aboveEscalate
complaint.category == "billing"Route to billing

Add reviewers where the procedure says

Sensitive or high-value complaints go straight to a named person, with the message and the category the agent chose.

Sample data

Review requested: sensitive complaint

Reason
Sensitive circumstances mentioned
Rule
complaint.sensitive_terms.size() > 0
Procedure
Complaints · v1.3

Assign handlerEscalate

Start it from the event

Each new complaint in your ticketing tool starts triage by webhook, and a reopened complaint starts it again. A daily schedule lists complaints nearing their response date.

  • Inbound webhook · new complaint
  • Daily at 06:00 · complaints nearing their response date
  • Inbound webhook · complaint reopened

Version and evaluate

Scenarios such as a billing complaint, one that mentions sensitive circumstances and one above your escalation threshold run against each new version. Publishing waits until they pass.

Sample data

Complaints · v1.3Published

12/12 scenarios passed

Complaints · v1.2 Superseded

Complaints · v1.1 Superseded

Share with the team

Complaints handlers own the response, senior handlers take sensitive cases, and your compliance team authors the taxonomy. Auditors can read how each complaint was routed and why.

  • Admin
  • Author
  • Reviewer
  • Auditor

Questions about complaints triage automation

Does the agent reply to customers?

No. Handlers write and send each response. The agent's part ends once the complaint is categorized, dated and routed.

Can we use our own complaint categories?

Yes. Your taxonomy is part of the procedure, and changing a category means publishing a new version.

What counts as sensitive?

Whatever your policy lists. The agent checks each message for those terms, and a match sends the complaint to a person before it is routed anywhere else.

Controls your auditors will ask about

These controls apply to each agent you build. Sample data

Related use cases

See all use cases

Run this procedure as an agent

Book a demo with your own version of this procedure, and we'll show it running with each step logged.

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