Senior customer experience specialist: route cancellation emails for follow-up

Customer experience specialists in graphic design miss cancellation emails, leaving retention cases stuck in Pending External Reply and risking client churn. It sets status to Pending Internal Reply.

Overview

Missed cancellation emails cause churn and billing confusion for graphic design support teams. This workflow flips affected retention cases to Pending Internal Reply when no cancellation link was sent, ensuring agents prioritize follow-up and customers report faster handoffs with fewer missed follow-ups.

Notable Features

Detect cancellation-related inbound emails
Verify no cancellation link was sent
Set case to Pending Internal Reply