Complaint Reminders
What Are Complaint Reminders?
Complaint reminders are automated emails that notify you when customer complaints haven't been resolved. You'll receive a friendly reminder at 24 hours and an urgent reminder at 48 hours, ensuring no complaint falls through the cracks.
How It Works
A customer submits a complaint (status: Pending or Escalated)
After 24 hours without resolution — you receive a friendly reminder email
After 48 hours without resolution — you receive an urgent reminder email
Once resolved — no more reminders are sent for that complaint
Each complaint triggers a maximum of 2 reminder emails (one at 24h, one at 48h).
Email Format
Reminder emails are sent as a digest — one email per business grouping all overdue complaints together.
What's in Each Complaint Card:
Severity Badge
High (red), Medium (yellow), Low (green)
Status
Pending or Escalated
Time Elapsed
"28h ago" or "2d 3h ago"
Issue Description
First 60 characters of the complaint
Customer Email
If provided
Suggested Offer
From the AI resolution recommendation
Action Link
"Resolve" button linking to the complaint
Email Styling:
24h reminders — Amber/yellow theme (friendly nudge)
48h reminders — Red theme (urgent action needed)
Complaints grouped by tier (48h listed first, then 24h)
Maximum 10 complaints per tier (overflow shows "and X more...")
Who Receives Reminders
Reminder emails are sent to team members with owner or manager roles who have email notifications enabled. If no team members match, the email goes to the business's primary email address.
Settings
Complaint reminders can be toggled on/off in Settings → Notifications → Alert Types → Complaint Reminders.
When disabled, no reminder emails will be sent for your business.
Schedule
The reminder system runs automatically every hour. No manual setup is required — it works out of the box for all businesses.
Tips
Resolve complaints within 24 hours when possible — faster resolution leads to better customer retention
Use the "Resolve" link in the email to jump directly to the complaint
Check the suggested offer value — the AI has already recommended an appropriate resolution
If you're seeing too many 48h reminders, consider assigning a team member to handle complaints daily
Frequently Asked Questions
Q: Can I change the 24h and 48h thresholds? A: Not currently — these are fixed at 24 and 48 hours.
Q: Will I get reminded about the same complaint more than twice? A: No, each complaint triggers a maximum of 2 reminders (one at each threshold).
Q: What if I resolve a complaint before the reminder? A: No reminder will be sent — only pending and escalated complaints trigger reminders.
Q: Can I turn off reminders? A: Yes, go to Settings → Notifications → Alert Types and toggle off "Complaint Reminders".
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