Documenting and Responding to Customer Complaints

Last updated: August 5, 2025

Purpose:
To ensure all customer complaints are properly documented, prioritized, and responded to through official channels in alignment with customer plan tiers.

Required Information for Complaint Documentation

Before any complaint can be officially documented or addressed, the following information must be provided by the customer:

  1. Workspace ID

  2. Agent ID

  3. Call ID (only if the issue is call-related)

  4. Action ID (only if the issue is action-related)

  5. Supporting Material: Screenshots, video recordings, or any documentation showing the error

This full set of information is required to properly investigate the issue, determine root cause, and support resolution—including logging bugs and tracking feature requests.

Response Times Based on Customer Tier

Customer Plan

Response Time SLA

Communication Channel

Enterprise

Within 8 hours

Slack (only)

Agency

Within 24–48 hours

Slack (first 30 days) + Ticket system thereafter

Growth & Below

Within 48–72 hours

Ticket system only

Unofficial Channels Disclaimer

We do not support or guarantee response times for complaints received through unofficial channels. These include:

  • Direct Slack messages or individual DMs

  • Direct emails to team members

  • LinkedIn or any other social media platforms

  • Group chats outside of official support Slack or the ticketing system

Customers using unofficial channels should expect delayed or no responses.