Customer Satisfaction Triage with Red Flags

Customer Satisfaction (CS) starts when a shopper uses a Review Perks / short link after a public review and submits contact details on the Perks form.

1. Public review lands in Reputation (and may also create a Red Flag if the text matches intent rules).
2. Reply + Perks link invites the customer offline.
3. Customer submits email (optional mobile / order number) → ProfilePilot stores a row in review_optins with case status Pending Outreach.
4. Eligible team members receive a Customer Satisfaction email (Settings → Notifications → Customer Satisfaction Alerts, plus any legacy Review Perks branding notification emails).
5. Ops contacts the customer outside ProfilePilot (phone, email, store CRM) and works the issue.
6. Someone marks the CS case Resolved (or Closed) in Reputation → Customer Satisfaction.

If the same review was also a Red Flag, the CS row can show View Red Flag, and the Red Flag card can show Customer opted in with a deep link back to the CS case. The two records stay linked by review ID — they are not the same queue.

Use one primary close action per concern. You should not have to resolve the same customer three times.

• Customer Satisfaction hub — Source of truth for contact recovery: did we reach the customer who opted in, and is the private case done? Statuses: Pending Outreach → Under Investigation → Outreach Sent → Resolved / Closed. Optional case notes and Escalation SLA settings live here.
• Red Flags — Source of truth for risk / incident: safety, legal, fraud, bombing, influencer risk. Resolve when the operational risk work is done. Posting a public review reply does not auto-resolve a Red Flag. Resolving a CS case does not auto-resolve a Red Flag (and the reverse is also true).
• Smart Inbox — Conversation workspace for tickets/messages (including email threads that land in inbox). Closing an inbox ticket does not close CS or Red Flags today.

Recommended rule: If the customer opted in via Perks, close the CS case when private recovery is done. If that review was also flagged, close the Red Flag when incident risk is cleared (often in the same sitting via the deep link). Treat Smart Inbox as the place you talk — not a third mandatory resolve checkbox for CS.

Email-first (example: TFG-style)

The CS notification email goes to the brand / ops mailbox. The team contacts the customer and resolves the issue in email, CRM, or store processes. Historically, a ‘resolved’ reply email to a monitored address could appear in Smart Inbox as a conversation — that is useful for audit trail, but it does not automatically update Customer Satisfaction case status. After offline resolution, mark the case Resolved in the CS hub (or ask an admin to backfill historical Pending Outreach rows).

Portal-first (example: Econofoods-style)

The team still gets the CS email as the alert, then works contact details from the portal. Use Customer Satisfaction as the daily queue: Investigate → Resolve. If a Red Flag badge is present, open it from the same row and resolve the incident when risk work is finished. Do not require a separate Smart Inbox close for every Perks opt-in unless a ticket was explicitly escalated there.

1. Open Dashboard → Reputation → Customer Satisfaction.
2. Use KPIs and status pills (Pending Outreach, Investigating, Outreach Sent, Resolved / Closed).
3. Filter by search, location, star rating, or exclude anonymous.
4. On a row: Investigate Case sets Under Investigation; Resolve Case sets Resolved (optional notes); View Red Flag opens the linked incident when one exists.
5. Configure first-contact and resolution hours under Escalation SLA Settings.
6. Export CSV when you need an offline roster.

Deep link from a Red Flag opt-in badge: /dashboard/reputation/customer-satisfaction?highlight=<optInId> scrolls and highlights that row.

• Recipients are in-scope users for the store/account with Customer Satisfaction Alerts and email notifications enabled (Settings → Notifications).
• Optional legacy emails from Review Perks branding (notifyOnSubmission / notificationEmails) still send when configured.
• This is separate from Red Flag Alerts and from the member ‘New Review Alert’ digest.

Does resolving CS close the Red Flag? No. Keep risk closure intentional on the Red Flags page.

Does a Smart Inbox email close CS? No. Mark Resolved on the CS hub (or use a one-time admin backfill for history).

Every negative review is not a Red Flag. Only intent-matched / bombing / influencer patterns create Red Flags. CS cases appear whenever a customer submits the Perks form for a review.

Short links use /s/<slug> and should open the Perks form without hanging on login. Missing or expired slugs show a clear not-found page.