Handle customer complaints

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Outcome

• a category and priority;
• an accountable owner;
• a response deadline;
• the correct escalation path;
• a draft acknowledgement;
• a record that can be monitored until closure.

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Add the business context

• the complaint and escalation policy as Sources;
• reviewed Knowledge pages for severity, ownership, and response targets;
• a Tickets model and table;
• Gmail as the incoming Source connection, or an MCP connector for the support system.

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Prompt to try

Review this customer complaint using our escalation policy.

Return:
- a concise factual summary;
- category and priority;
- the policy rules that apply, with citations;
- the recommended owner;
- the response deadline;
- any missing information;
- a draft acknowledgement that does not promise a resolution date.

Do not create or update a ticket until I approve the classification.

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Review the classification

• priority is based on documented criteria;
• the deadline is calculated from the correct rule;
• the owner is a current Project member or valid external assignee;
• the summary separates customer claims from verified facts;
• the acknowledgement avoids unsupported commitments.

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Create the recurring process

Create a workflow named Complaint intake.

When a new complaint email arrives:
1. extract the customer, subject, received date, and stated problem;
2. classify it using the Triage a customer complaint process;
3. create a Ticket record;
4. set the response deadline from the escalation policy;
5. prepare an acknowledgement draft;
6. flag critical complaints for immediate human review.

Never send the acknowledgement automatically.

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Monitor the operation

• open complaints by priority;
• complaints approaching the response deadline;
• critical complaints without an owner;
• average age of open tickets;
• a table of cases requiring human review.

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Expected result

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Safety checks

• Do not treat a customer’s claim as a verified fact.
• Keep customer-facing messages in draft until approved.
• Test deadline calculations across weekends and policy exceptions.
• Pause the Workflow when ownership or escalation rules change.