Prevent public escalation by routing negative reviews to support agents

Support agents miss low-rating channel messages, letting negative reviews go public and damage brand trust. Route low-rating posts to the support inbox so agents can triage before public escalation.

Overview

Unaddressed negative reviews can escalate into reputational damage for support teams. This workflow routes low-rating channel messages straight into the support inbox for triage and assignment, preventing public escalation — support teams report faster triage and zero missed follow-ups.

Notable Features

Forward low-rating messages to inbox
Flag public reviews for triage
Create support tickets from posts