Team
Bring in the people who answer customers, organize them into units, and route each complaint to the right one.
A team is the people who work your projects' complaints with you. Organize them into units, such as Front desk, Reservations, or Online orders, and each complaint can go to the unit or person who should handle it. Core does much of the routing for you.
Create a team and invite people
- In the sidebar, open Team.
- Enter a Team name and click Create team.
- Open the People tab, click Add people, search for a Complaintr user or enter an Email address, choose a Role, and click Invite. Use Copy link to share the invitation yourself.
- Open the Units tab, click New unit, enter a Unit name, select its Members, and click Save.
- Nobody joins until they accept. Invitations wait under Waiting for a reply, expire after 7 days, and can only be accepted or declined by the invited account.
- Owners and admins manage the team. Members see the team's complaints and can route them.
Nobody joins until they accept. Invite by email address, or search for someone who already uses Complaintr.
- The invited person gets an email with a link, and people with an account also see the invitation at the top of their Team page, where they Accept or Decline.
- Waiting invitations are listed under Waiting for a reply on the People tab, with who sent them and when they expire (after 7 days). Copy a link to send it yourself, or revoke it.
- Inviting the same address again replaces the earlier link.
Roles
| Role | What they can do |
|---|---|
| Owner | Everything an admin can do, and chooses which projects the team works |
| Admin | Rename the team, invite and remove members, change roles, manage units |
| Member | See the team's complaints, change their status, route them, and answer messages under Needs follow-up |
Projects, channels, plans, surveys, and Chat stay with the owner. Members leave with Leave team.
Jobs and units
Give each member a job title and a short description of what they handle, such as "Reservations: booking changes, cancellations, group requests". Units have a description too. Core reads them to decide who a complaint concerns, so write them in plain words.
You can fill in a job when you invite someone; they see it when they join and can correct it. On the People tab, the pencil next to a member edits their job. Admins and the owner can edit anyone's, and every member can edit their own.
Work in several teams
You can own several teams, for example one per hotel or store, and belong to other people's teams. The team name at the top of the Team page switches between them, and Create a team adds one.
Each project is in at most one of your teams. Choose it on the project's page, or on the Team page's Projects tab. A new project joins your team by itself when you own exactly one. A project in no team is yours alone.
The Inbox shows the complaints of every team you are in. Use the Team filter for one team, or Your projects for your own.
The Team page
Tasks lists every complaint routed to a unit or person: who got it, who assigned it, when, whether it is waiting or done, and the reply. Filter by status, person, unit, or Assigned to me. People shows each member's open and finished tasks, and Units each unit's members and workload.
Route a complaint
- Open Inbox and select a complaint.
- Under Routing, click Assign.
- Choose a unit or a person in Send to, add an optional Note, and click Assign and notify.
- Use Copy link to share the complaint link on any channel.
- Every member of the chosen unit receives an email with the complaint and its link.
- Anyone with the link can read the complaint and mark it done with a reply.
The complaint lists each routing under Routing with its status. It changes from Waiting to Done when the assignee marks it done, and their reply appears below.
The assignee's link opens the complaint without an account: the project, the title and description, when it arrived, and your note. They can reply and click Mark as done. Contact details and the conversation are never shown there. Treat the link like a password.
How Core routes
When a complaint arrives, Core compares it with your units and your members' jobs. It never sees your members' names.
- Sure: Core assigns it right away. The assignee gets a notification, and the routing shows Core as the one who assigned it.
- Not quite sure: the complaint's Routing section suggests who it is for. Assign sends it, Dismiss leaves it to you.
- No idea: the complaint stays unrouted.
On customer channels, Core may ask one short question before filing when it cannot tell which area a problem belongs to. It names areas from your units and jobs, never people, and asks at most once per conversation.
Core routes only for teams with units that have members, or members with a job filled in. The clearer those are, the better it routes.