05 Customer Support
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ASK FLOWLINX · CUSTOMER SUPPORT
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MY WORK ONLY
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
Open issues
2
Both escalated to a person
Sentiment
4.8 / 5
96% positive over 30 days
Oldest waiting
22m
Priya Nair · replacement prepared
NEEDS ATTENTION
1 ITEM
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.
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 |
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
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.