Complaint handler flow template

How the conversation runs

1. Bot sends

   We're really sorry, {{name}} — that's not the experience we want you to have. 🙏
2. Bot asks & saves the answer as {{complaint}}

   Please tell us exactly what happened so we can fix it.
3. Tags the contact complaint for future campaigns
4. Hands the chat to your team

   Thank you for telling us. This has been escalated with priority — a manager will reply personally, fast.

Answers marked {{like_this}} are saved on the contact and reusable in campaigns. Unrecognised replies re-prompt the menu instead of dead-ending.

More General flows