Escalation workflow for customer complaints

Purpose

1. Automate the entire process for Goan restaurant customer complaint escalation, ensuring faster resolution, increased satisfaction, and accountability.

2. Automates classification, tracking, multi-channel notifications, staff assignment, and resolution monitoring of customer issues for food & beverage businesses.

3. Streamlines cross-departmental escalation, documentation, and reporting of complaints to optimize customer service and feedback loops.

Trigger Conditions

1. Automatedly triggered on low post-visit survey scores or negative remarks in feedback forms.

2. Automates escalation on incoming complaint emails, WhatsApp messages, social media DMs, or dropped review ratings.

3. Initiates escalation workflow on order delivery delay, wrong food item, allergy complaint, or hygiene concern.

4. Automates detection using NLP on feedback text for critical keywords ("sick", "bad service", "food was cold", etc.).

Platform Variants

1. Twilio SMS

• Feature/Setting: Automate sending escalation alerts to supervisors via API (Send Message).
  
• Config: Configure `POST /Messages` with supervisor contact and complaint info.
  

2. SendGrid

• Feature/Setting: Automated email notifications through the Mail Send API to management.
  
• Config: Set sender, recipient, subject, complaint details in JSON POST to `/mail/send`.
  

3. Slack

• Feature/Setting: Automator posts escalation notifications in a support channel using Incoming Webhooks.
  
• Config: Set webhook URL, payload with complaint data, and priority.
  

4. Zendesk

• Feature/Setting: Automate ticket creation and trigger escalation rules with Ticket API.
  
• Config: Use `POST /api/v2/tickets` with custom priority and escalation fields.
  

5. Salesforce Service Cloud

• Feature/Setting: Automated case creation and owner assignment using Case API.
  
• Config: `POST /services/data/vXX.X/sobjects/Case`, set Escalation_Level.
  

6. Microsoft Teams

• Feature/Setting: Send escalation alert via Teams Incoming Webhook to dedicated support group.
  
• Config: Push JSON message including complaint urgency and details.
  

7. Freshdesk

• Feature/Setting: Automate ticket escalation with Freshdesk API and scenario automations.
  
• Config: `POST /api/v2/tickets`, map complaint type and escalation stage.
  

8. HubSpot Service Hub

• Feature/Setting: Automated ticket escalation using pipelines and API workflows.
  
• Config: Update Pipeline Stage via `PATCH /crm/v3/objects/tickets`.
  

9. Intercom

• Feature/Setting: Automating escalation assignment with Conversation Assignment API.
  
• Config: Assign conversation to escalation team via `POST /conversations/{id}/reply`.
  

10. WhatsApp Business API

• Feature/Setting: Send real-time escalation messages to managers’ WhatsApp via Message API.
  
• Config: Automate message composition and contact selection for escalation.
  

11. Google Sheets

• Feature/Setting: Log escalated complaints via Sheets API for real-time tracking.
  
• Config: Automate row creation with timestamp, issue, escalation level.
  

12. Trello

• Feature/Setting: Automate card creation in an “Escalated Complaints” board using Trello API.
  
• Config: Set board, list, card fields for automated tracking.
  

13. Airtable

• Feature/Setting: Maintain a live escalated complaints database via Airtable API.
  
• Config: Automator creates record with escalation metadata.
  

14. PagerDuty

• Feature/Setting: Trigger alert escalation to on-call personnel via Incidents API.
  
• Config: `POST /incidents` with service and urgency configuration.
  

15. ServiceNow

• Feature/Setting: Automated escalation task creation and routing with Incident API.
  
• Config: Set incident description, assignment group for Goan cuisine, urgency.
  

16. Monday.com

• Feature/Setting: Automate status change and notification with Board API.
  
• Config: Automator updates board item status to “Escalated” and assigns owner.
  

17. Zoho Desk

• Feature/Setting: Create and escalate tickets with Zoho Desk Tickets API.
  
• Config: Include escalation_stage and category in request.
  

18. Asana

• Feature/Setting: Automatedly create escalation tasks using Tasks API.
  
• Config: Assign task to restaurant manager with complaint info.
  

19. Jira Service Management

• Feature/Setting: Automated escalation issue creation via REST API.
  
• Config: Define issue type “Escalation”, summary, and SLA triggers.
  

20. Mailgun

• Feature/Setting: Automate email escalation notifications to staff using Messages API.
  
• Config: Set to/cc, subject “Escalated Complaint”, body with incident details.
  

Benefits

1. Automates response and accountability for all critical customer issues.

2. Reduces manual tracking of escalations and ensures urgent complaints are never missed.

3. Accelerates resolution time by automating routing to the right Goan restaurant department.

4. Enhances documentation and oversight via automated logs and analytics.

5. Automates process transparency, leading to improved guest loyalty and frequent diners.