05 Customer Support
Inbox.
Nobody left waiting.
Email, web chat, SMS and Instagram in one place.
COORDINATED WITH
One FlowLinX intelligence, six specialists — context is shared, not copied.
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.