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Take a Complaint Through to Resolution

Goal: Pick up a filed complaint, investigate it, record the outcome, and close it with a documented resolution. Who does this: Compliance reviews and resolves · Sales Manager may also handle complaints Before you start: Complaints are raised by agents from the lead profile. Resolution Types and Resolutions must be configured before you can close a complaint. If those dropdowns are empty during resolution, ask your admin to set them up first.

Steps​

  1. Compliance Open the Complaints queue. Navigate to Complaints in the main sidebar. This lists all open complaints across all agents. See Managing Complaints.

  2. Compliance Click the complaint to open it. Read the agent's description, the Lead Complaint Type they selected (for example, "Service Issue" or "Incorrect Information"), and any follow-up comments already added.

  3. Compliance Add a comment if you need clarification. Use the comment field to ask the agent for additional detail or to record your initial findings. The agent can see comments on the complaint record.

  4. Compliance Investigate the underlying issue. Review the lead profile, call history, or any other evidence relevant to the complaint type. Use the lead's Activities tab to trace the sequence of events.

  5. Compliance Resolve or dispute the complaint. Once you have enough information:

    • Resolve — Click Resolve, select the Resolution Type (the broad outcome, e.g., "Rejected"), then select the specific Resolution (the detailed reason, e.g., "Incomplete Profile"). Submit to close the complaint.
    • Dispute — Click Dispute if the complaint is contested or requires further escalation before it can be closed.

    See Managing Complaints.

  6. Sales Manager Handle escalated or disputed complaints. If a complaint was disputed and escalated to a manager, repeat steps 3–5 from the manager's access to the Complaints queue.

What happens next​

Once resolved, the complaint is closed. The chosen Resolution Type and Resolution are recorded against it. The agent who filed the complaint can see the outcome in the lead's activity history.

To verify: in Complaints, the status should show as Resolved. Open the lead profile and check the Activities tab — both the complaint creation and the resolution event will appear in the log.