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General Business · Support

Feedback & Complaint Assistant

Capture specific feedback respectfully and route unresolved concerns to a responsible colleague.

For general business teams handling support conversations.

Example workflow
Discuss this workflow →

What this chatbot helps with

  • Capture specific feedback respectfully and route unresolved concerns to a responsible colleague.
  • Clarify feedback summary before the team follows up.
  • Organise service context, preferred response method into a readable enquiry brief.
  • Explain what happens next and route exceptions to a person.
ILLUSTRATIVE CONVERSATION

A conversation with a next step

Hello, I have a question about feedback & complaint assistant.
What would you like us to improve?
I’m enquiring about feedback summary. Could your team help me understand the options and process?
Which visit or service does this concern? You can skip anything you would rather discuss with a colleague.
I’d prefer to discuss the details with someone.
Of course. With your permission, I can pass your enquiry and preferred contact method to our team. They’ll confirm the next step.

Illustration only. Questions and replies must be adapted to the business’s approved process.

How the workflow works

  1. 01

    Customer enquiry

    Identify support intent and explain the scope.

  2. 02

    Relevant questions

    What would you like us to improve?

  3. 03

    Captured details

    Feedback summary · Service context · Preferred response method

  4. 04

    Next action

    Share the request with the responsible team for review and confirmation.

Information captured

Suggested fields to review during configuration. They are not automatically required.

  • Feedback summary
  • Service context
  • Preferred response method

Explain why a detail is needed, let the visitor correct it, and use the minimum information necessary. Ask permission before arranging a follow-up.

Knowledge to provide

  • Business hours and holiday closures
  • Team responsibilities and contact routes
  • Approved services, locations and FAQs
  • Approved answers to “What would you like us to improve?” and “Which visit or service does this concern?”
  • A named team responsible for feedback & complaint assistant enquiries

Give each source an owner and a review date. Remove outdated instructions before the workflow goes live.

Integrations and limits

Refunds, compensation and complaint outcomes require authorised staff.

Without that connection, the assistant can explain the approved process and collect a request for staff. It should state what is known, what is requested and what still needs confirmation.

When staff takes over

A sensitive complaint, escalation request or disputed outcome.

Also hand over when the visitor asks for a person, information is missing or the same question remains unresolved. Pass the enquiry summary with the handoff so the visitor does not have to start again.

Set up with your team

  1. Discuss the workflow. Share your support process and review the fields above with WhatsOS.
  2. Connect your business number. Use the existing Meta connection flow in WhatsOS and complete the account setup.
  3. Prepare approved knowledge. Supply service information and agree on the handoff owner. Confirm which actions your configuration actually supports.
  4. Test before enabling. Try normal enquiries, missing details, a request for a person and a sensitive complaint, escalation request or disputed outcome.
  5. Review live enquiries. Use the team inbox to handle follow-ups and improve unclear answers.

Questions about feedback & complaint assistant

What does the team need from the first conversation?

Start with feedback summary and service context. Collect the other suggested details only if they help the next action. Which visit or service does this concern?

Can it complete this request automatically?

Refunds, compensation and complaint outcomes require authorised staff. The catalogue is an example, not a claim that the integration is already enabled for your account.

Which situations need a colleague?

A sensitive complaint, escalation request or disputed outcome. Agree on the responsible team and response expectations before launch.

Can we change the questions?

Yes. Review these prompts against your general business process. What would you like us to improve? may need a shorter form or additional context for your customers. Test changes with staff before enabling them.

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