Needs follow-up

Some messages need a person: a specific order, a refund, a question your knowledge does not cover, or a customer who simply wants to talk to someone. Core does not turn them away. It tells the customer that a person needs to answer, asks whether to pass the message on, and with a yes, hands it to your team. These messages are listed under Inbox > Needs follow-up.

Choose what happens

Open in Complaintr

1. Open Settings from the account menu at the bottom of the sidebar.
2. Open the Preferences section and find Needs follow-up.
3. Choose Hand it to a person or Core only. The selection is saved immediately.
4. With Hand it to a person and a team, choose under Who gets them whether these messages go to you, a unit, or one member.
5. Choose In the app, By email, or both.

• The messages themselves are listed under Inbox > Needs follow-up, where they are reassigned and marked done.

Under Settings > Preferences > Needs follow-up:

• When Core cannot help: Hand it to a person passes messages on as described here. Core only has Core say it cannot pass the message on and point to the project's own channels.
• Who gets them: you, a unit of your team (everyone in it is told), or one member.
• How they hear about it: In the app, By email, or both.

You also choose this during the first setup.

How a message reaches you

1. Core asks the customer whether a person should answer. Nothing is passed on without a yes.
2. On channels where your team cannot reply in the conversation (the widget, Telegram, Slack), Core asks how a person can reach them: an email address or a phone number.
3. The message appears under Needs follow-up with a short summary, and whoever you chose gets a notification, an email, or both.

Each customer can be passed on once a day, so one person cannot flood your list.

Answer it

Open in Complaintr

1. Open Inbox in the sidebar and switch to Needs follow-up at the top.
2. Each message shows the sender and channel, the project, what they want, how to reach them when the channel has no reply path, and who it is assigned to.
3. Use Assigned to to give it to yourself, the owner, a unit, or a member. They are told the way the owner chose.
4. Reply where they wrote (Open conversation) or through the contact they gave, then press Mark done. Reopen brings it back to Waiting.
5. As the project owner, use Teach Core to add the answer to what Core knows, so Core answers the next customer who asks.

Each message shows the sender, the project, the channel, what they want, and the contact they left. Answer where they wrote:

Then press Mark done, and the message moves to Answered. Reopen brings it back to Waiting.

Assigned to gives a message to the owner, a unit, or one member, and they are told. Assigned to me shows only what is yours or your unit's. Anyone who works the owner's complaints can reassign a message or mark it done.

Teach Core the answer

If any customer could ask the same thing again, answer it once for Core. The project owner sees Teach Core on each message: write the answer as a fact for every customer, not as a reply to this one, and click Add to what Core knows. The next customer who asks gets the answer from Core. See What Core knows.

Leave private details out; Core repeats what it knows to anyone who asks.