# 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

1. A customer submits a complaint (status: **Pending** or **Escalated**)
2. After **24 hours** without resolution — you receive a friendly reminder email
3. After **48 hours** without resolution — you receive an urgent reminder email
4. 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:

| Detail            | Example                                   |
| ----------------- | ----------------------------------------- |
| 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".