Use case · Complaints triage

Triage complaints before they explode.

Severity-tagged, sentiment-aware, routed to the right human with the full context — and a draft reply ready to send.

UserThis is unacceptable. I want to speak to a manager.
Inbox Triage
Severity router
Online
Routed · High priority
→ Sarah · Senior CS
draft readyETA <1h
The problem

Why it isn't working right now.

1 in 4
complaints reach social

Mishandled complaints don't stay in your inbox. They become reviews, threads and PR fires.

48h
to triage by hand

Inbox queues bury the urgent under the routine. The angriest customer waits longest.

76%
expect human empathy

A canned reply to a real complaint makes it worse. Triage matters more than speed.

How it works

Four steps. No engineering.

1 day
01

Connect inbox + helpdesk

Email, Zendesk, Intercom, Front, HubSpot — incoming complaints flow through triage.

Same day
02

Define severity rules

Tier rules, keywords, customer LTV, sentiment — combined into a severity score.

Live
03

Auto-route + draft

Routed to the right human, with a context summary and a draft reply ready to send.

Weekly
04

Watch escalations drop

Time-to-first-response and resolution by severity — visible per agent.

Example

A complaint that almost became a chargeback

Angry email at 2am. Triage scores it high, assigns a senior agent, drafts a reply, and pings on Slack.

Live conversation

A complaint that almost became a chargeback

Angry email at 2am. Triage scores it high, assigns a senior agent, drafts a reply, and pings on Slack.

Triage in 3s
Email: "Third broken item this month. This is unacceptable. Filing a chargeback."
Severity: HIGH. Customer LTV $1,240. Routing to Sarah (senior CS). Draft reply ready.
Draft: "Hi Mara — I'm Sarah. I see this is the third damaged item this month, and I owe you a real fix, not a refund. I've upgraded your account and reshipped today via overnight. Direct line below…"
Sarah sends with two-line edit. Chargeback withdrawn.
Results
Time to triage
3s
from 48 hours
Chargebacks
−47%
early intervention
1-star reviews
−38%
complaints resolved offline
Agent ramp-up
−61%
draft replies teach by example
What's inside

Built to do the work.

Severity scoring

Combined signals — sentiment, history, LTV, keywords — produce a per-ticket score.

Smart routing

Senior agents see senior tickets. Junior queues stay clean.

Draft replies

Empathy-tuned drafts ready for human review — never auto-sent.

Customer-aware

VIP, repeat-issue, and recoverable cohorts get differentiated handling.

Slack/Teams pings

Critical complaints raise a human in real time, not at the next inbox check.

Resolution analytics

Per-severity, per-agent SLA tracking — visible to leadership.

Common questions

  • No — drafts always wait for a human. Auto-sending complaints is a bad idea.

Ready when you are

Triage in 3 seconds — before it's a fire.

14 days · No credit card · Live in 10 minutes

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