05 Customer Support
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ASK FLOWLINX · CUSTOMER SUPPORT
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TEAM + OPERATIONS
Attach an invoice, receipt, contract, document, photo or screenshot and FlowLinX reads it before it reasons. Nothing is emailed, paid or booked until an integration is connected.
SUMMARY
CUSTOMER SUPPORT TODAY
Conversations today
10
7 resolved without a person
Answered without you
70%
Up 4% on last week
Open issues
2
Both escalated to a person
Median first reply
38s
Across email, chat, SMS, Instagram
Sentiment
4.8 / 5
96% positive over 30 days
Negative sentiment
2
Priya Nair and one unknown sender
Oldest waiting
22m
Priya Nair · replacement prepared
Repeat issues
1
Cracked jars · second time for Priya
NEEDS ATTENTION
3 ITEMS
Priya Nair's second cracked jar
- What happened
- Priya received a cracked jar for the second time and asked for a refund. Sentiment read as negative.
- Why it matters
- She is a repeat customer with three past orders, and a second failure is how good customers leave for good.
- Recommended
- Send the prepared apology with a replacement plus refund choice, and add a note about the packing change.
Refund request from an unknown sender
- What happened
- An email claims a refund is two weeks late, but the address matches no customer or order.
- Why it matters
- It could be a real customer using a second address, or a false claim. Refunding blindly is money out the door.
- Recommended
- Send the prepared identity check asking for the order number, then decide with the record in view.
Cracked jars point back to packing
- What happened
- Three cracked-jar reports in 30 days all shipped in the same single-wall boxes.
- Why it matters
- This is a packing problem, not bad luck — each breakage costs a replacement plus the goodwill.
- Recommended
- Approve the switch to double-wall boxes for glass orders; Operations has the change ready.
WORKING AREA
All 10
CONVERSATIONS
| Customer | About | Channel | Waiting | Status |
|---|---|---|---|---|
| Priya Nair | Cracked jar · second time · refund asked | 22m | ESCALATED | |
| Unknown sender | Refund claim · no matching order | 18m | ESCALATED | |
| Marla Chen | Do you ship to Canada? | Web chat | 2m | AUTO-ANSWERED |
| Owen Brooks | Swap Fig Leaf for Salt Marsh | SMS | 1h | AUTO-ANSWERED |
| Keisha Ortiz | Where is my order? | 3h | RESOLVED | |
| Lena Park | Are candles safe around cats? | 5h | RESOLVED |
ESCALATIONS AND RESOLUTION
| Issue | Owner | Prepared step | Age | Status |
|---|---|---|---|---|
| Cracked jar replacement | Ines Alvarez | Apology + replacement + refund option | 22m | AWAITING A PERSON |
| Unidentified refund claim | Theo Banks | Identity and order check | 18m | AWAITING A PERSON |
| Late parcel · missed pickup | Theo Banks | Heads-up to 2 customers | 2h | PREPARED |
| Canada shipping question | FlowLinX | Answered from shipping policy | 2m | RESOLVED |
SENTIMENT · 30 DAYS
| Theme | Mentions | Feeling | Linked to | Status |
|---|---|---|---|---|
| Scent and burn quality | 34 | Positive | Repeat orders | POSITIVE |
| Delivery speed | 11 | Mostly positive | Operations dispatch | WATCH |
| Cracked jars on arrival | 3 | Negative | Packing boxes | ACT NOW |
| Pickup experience | 7 | Positive | Shop floor | POSITIVE |
RECENT FLOWLINX ACTIONS
LIVE
Prepared replacement offer for Priya Nair
Apology, replacement shipment and refund option within policy
SUPPORT_RESOLVER
9m
PREPARED
Identity check drafted
Unknown refund claim · asks for the order number before anything is paid
SUPPORT_RESOLVER
18m
NEEDS YOU
Answered a shipping question
Marla Chen · Canada shipping · from the shipping policy
SUPPORT_RESOLVER
2m
VERIFIED
Cracked-jar pattern found
3 reports in 30 days, all single-wall boxes
SUPPORT_RESOLVER
1h
ANALYZED
Tracking answer verified
Keisha Ortiz · order data plus live courier tracking
SUPPORT_RESOLVER
3h
VERIFIED
AUTOMATION STATUS
2 RUNNING
SUPPORT_RESOLVER
RUNNINGAnswers from your policies and order data, day or night
7 of 10 answered today
ESCALATION_RULES
NEEDS YOUPasses refunds, complaints and unknown senders to a person
2 escalated today
SENTIMENT_WATCH
RUNNINGReads tone and flags customers at risk of leaving
2 negative today
REPLY_SENDER
PAUSEDSends approved replies on their channel
Waiting on an inbox connection
Paused automations stay paused until the matching service is connected. Nothing is emailed, paid or booked before then.