> ## Documentation Index
> Fetch the complete documentation index at: https://docs.gocromo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Handle customer complaints

> Classify complaints, apply escalation policy, create consistent records, and monitor unresolved cases.

This example turns incoming customer complaints into traceable cases with clear priority, ownership, and escalation.

## Outcome

The support team wants every complaint to receive:

* 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.

## Add the business context

Create a **Customer Support** Project and add:

* 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.

A useful Tickets model includes customer, subject, category, priority, status, owner, received date, response deadline, and escalation reason.

## Prompt to try

Attach one complaint email and the escalation policy:

```text theme={null}
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.
```

## Review the classification

Confirm that:

* 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.

After approval, ask Cromo to create the ticket record and save the original email to Sources when it should remain as evidence.

## Create the recurring process

Capture the review procedure as a Process Skill named **Triage a customer complaint**.

Then ask:

```text theme={null}
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.
```

Test the Workflow with normal, urgent, duplicate, and incomplete complaints.

## Monitor the operation

Publish a Dashboard with:

* 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.

## Expected result

| Asset         | Purpose                                   |
| ------------- | ----------------------------------------- |
| Sources       | Original policies and complaint evidence  |
| Knowledge     | Severity, ownership, and escalation rules |
| Data          | Tickets table                             |
| Process Skill | Triage a customer complaint               |
| Workflow      | Complaint intake                          |
| Dashboard     | Open risk and response deadlines          |

## 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.