Low score to reviewed follow-up
Assign attributable customer outreach and independently review the result.
4 stages · 1 approval
Roles and responsibilities
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Step 1Route the attributable response
Followup NumberCustomerOwnerTrigger ReasonCSATBottom2 Box
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Step 2Work the conversation
Followup NumberCustomerDue DateTrigger ReasonCSATBottom2 Box
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Step 3Review the outcome
Followup NumberCustomerOwnerDue Date
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Step 4Read the recovery result
Followup NumberCustomerOwnerTrigger ReasonCSATBottom2 Box
Process steps
Follow the process from start to finish. Select a step to see who acts and what changes.
Route the attributable response
Only an attributable eligible response may create outreach. Upsert the initial Followups row per response, trigger reason and ConversationSequence0; resolve an active Account Manager within the current customer book. Missing owner yields Unassigned for CX Manager routing. NPS detractors or configured low CSAT/high CES cases enter Open with a configured business-day due date. Anonymous feedback contributes to sufficiently large aggregate analysis and never creates identifiable outreach. A promoter thank-you/referral request also requires attributable identity and fresh marketing consent; it is separately deduplicated and never turns a survey opt-out into marketing permission.
Work the conversation
Account Manager reads the permitted source response, contacts the customer through an allowed channel and records what actually happened. Keep the task in Open or InProgress while outreach continues. Choose an outcome that distinguishes resolution, unreachable customers, product escalation or continuing risk. Reassignment checks the current customer book; a saved link does not extend an old owner's access.
Approval required
Review the outcome
Account Manager records the actual conversation, outcome category and notes, then submits Status: Open → InProgress → ManagerReview. CX Manager approval checks the submitted revision and a reviewer distinct from owner/submitter before ManagerReview → Resolved and ReviewedAt/ResolvedAt. Return sends it back to Open with explanation. A changed outcome invalidates pending approval. Resolved history is not silently overwritten; a later conversation uses an explicit CX Manager continuation with a resolved PreviousFollowup, next ConversationSequence and stable ContinuationKey; repeated trigger or continuation commands return the original task.
Read the recovery result
Review task age and outcome distribution against the attributable response population. Unassigned and returned work remain visible. Anonymous low scores are included only in allowed aggregate metrics, not in customer-contact counts. A later conversation retains a new traceable task rather than editing the earlier resolved history. The source response remains immutable even when an outreach outcome is disappointing.
Approvals and controls
1 approval required in this process
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Review the outcome
A CX Manager different from the owner and submitter signs · read the recovery result waits
Followups, Employees - Unique responseTrigger reason prevent duplicate outreach.
- Missing or inactive account owner remains Unassigned.
- The owner cannot approve their own submitted result.
- Stale approval cannot close changed notes or outcome.
Records and postings
| Stage | Records | Effect |
|---|---|---|
| 1 Route the attributable response | FollowupsSurveyResponsesCustomersEmployees | Create one scoped outreach task or keep it unassigned |
| 2 Work the conversation | FollowupsCommentsCustomers | Capture current outreach evidence |
| 3 Review the outcome | FollowupsEmployees | Approve or return the exact outcome revision |
| 4 Read the recovery result | FollowupsSurveyResponses | Explain the resolved and remaining outreach work |
Process reports
All reportsDetractor & Followup Throughput
Detractor responses created in period, Followups opened, in-progress, resolved with median days-to-resolve and OutcomeCategory mix (Resolved / NotReachable / EscalatedToProduct / ChurnRisk / Recovered). Surfaces stalled followups and AccountManagers operationalizing recovery.
Themes & Sentiment
Mentions per Theme × Period × Scope with sentiment mix and rising / falling theme detection. Drills into representative quotes (PII-masked when configured). The qualitative companion to the quantitative scorecard.
Run by an agent
Agent support
Proto cannot approve a self-prepared campaign or follow-up, bypass current consent, expose anonymous recipient correlation, edit accepted responses or declare an A/B winner from sample size alone. Provider outcomes require verified acknowledgments; classification remains a suggestion.
# Example after configuration
$ curl -fsSL https://www.erp.ai/skill.md | paste into your agent
› low score to reviewed follow-up · route the attributable response on Followups, SurveyResponses, Customers, Employees
✓ Only an attributable eligible response may create outreach.
› low score to reviewed follow-up · work the conversation on Followups, Comments, Customers
✓ Account Manager reads the permitted source response, contacts the customer through an allowed channel and records what actually happened.
› low score to reviewed follow-up · review the outcome on Followups, Employees
⏸ approval · waiting for the a cx manager different from the owner and submitter
# 1 more stage after approval: read the recovery result
Other processes
3 moreSurvey to approved campaign
Publish the instrument and approve the exact campaign before launch.
4 stages · 1 approval
Event to accepted response
Deliver an eligible invitation and accept one valid response.
4 stages · 0 approvals
Feedback to comparable insight
Combine trustworthy metrics, customer themes and controlled experiments.
4 stages · 0 approvals