Complaint management
Every complaint gets a number.
And someone who owns it.
An angry customer shouldn't depend on who happened to read the chat. WiseChatt's AI recognises a complaint the moment it arrives, on any channel, tells the customer their reference number, and hands it to the right person on your team, who works it until it's closed.
- Spotted on every channel
- Ticket number for the customer
- Assigned automatically
- Analytics on who resolved what
No demo call · No setup fee · Live in minutes
WiseChatt AI · Your Business
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Complaints don't get lost on purpose. They get lost in the inbox.
Without WiseChatt
- Complaints buried between orders and enquiries
- No reference number, so the customer asks again and again
- Nobody sure who is handling which complaint
- No idea how many came in, or how long they took
With WiseChatt
- Every complaint becomes a numbered ticket by itself
- The customer gets a reference number straight away
- One clear owner for every complaint
- Resolution time and workload per person, at a glance
How it works
Four steps. Nothing to set up.
A customer complains
On WhatsApp, Instagram DMs, Messenger, TikTok, Gmail or your website chat, in English, Urdu, Roman Urdu or whatever language they write in.
The AI opens a ticket
It apologises, gives the customer a reference number like C-0042, and records a short summary, a category and any order number they quoted. Questions that aren't complaints are simply answered.
Your team gets it
The chat and the complaint go to the same person, by department or by who is least busy, with a push notification on their phone. More messages about the same problem land on the same ticket.
Close it, and the customer knows
Move it from open to in progress to closed. On closing, the customer gets your closing message on the same channel, and the time it took is counted in your analytics.
A complaints desk that fills itself.
Recognised in any chat
The AI tells a complaint (a torn product, a late delivery, a wrong bill, a rude rider) apart from an ordinary question, so tickets are opened only when something has actually gone wrong.
Answered in their language
The apology and the reference number go out in the language the customer used, including Urdu and Roman Urdu, so an upset customer is never answered in the wrong one.
Clear ownership
Every complaint has one assignee. Agents see only their own, admins see everything and can reassign in one click, and every change is kept in the complaint's history.
Summary, category, order number
Each ticket arrives with a plain-English summary, a category (product quality, delivery, billing, staff, service) and the order number the customer quoted, so nobody has to scroll the chat.
Closing message, your words
Write the message customers receive when their complaint is closed, with their name and ticket number filled in. Untick it for any complaint where you'd rather not send it.
Complaint analytics
Open, in progress and closed counts, complaints over time, by category and by channel, average time to resolve, and how many complaints each team member has handled.
Why complaints in chat need a ticket, not just a reply
Customers don't fill in complaint forms any more. They send a WhatsApp message, a photo of the damaged parcel, or a voice note at 11pm. For most businesses those complaints sit in the same inbox as orders and price questions, and whether one is handled depends on who saw it and whether they remembered.
WiseChatt treats a complaint as what it is: a piece of work with an owner and an end. The AI recognises it in the conversation, gives the customer a reference number so they know it has been heard, and opens a ticket with the summary, category and order number already filled in. The ticket follows the chat to the person it was handed to, so the one who replies is the one who owns it.
Because complaints are recorded rather than remembered, you can finally measure them: how many arrive each week, which category is growing, which channel they come from, how long they take to close, and who on your team is resolving them.
Complaint management is available on every WiseChatt plan and works alongside order taking, lead capture and appointment booking, on the same AI agent and the same inbox.
Built for
FAQ
Before you switch it on
How does WiseChatt know a message is a complaint?+
The AI reads each message in context. When a customer says something has gone wrong and wants it fixed (a damaged or wrong product, a late or missing delivery, a billing error, poor service or rude staff), it opens a complaint. Ordinary questions, including asking where an order is, are answered normally without a ticket.
Which channels does it work on?+
WhatsApp (Business API and QR-linked numbers), Instagram DMs, Facebook Messenger, TikTok, Gmail and the website chat widget. Each complaint records the channel it came from.
Who is the complaint assigned to?+
The same team member the chat is handed to: the owner of the right department if you use department routing, otherwise the agent with the fewest active chats. Admins can reassign any complaint, and the assignee gets a push notification in the WiseChatt mobile app.
What if the customer complains again about the same thing?+
While a complaint is open or in progress, further messages about it are added to the same ticket and the customer is given the same reference number. Once it is closed, a new complaint gets a new number.
Does the customer hear back when it's resolved?+
Yes. When you close a complaint, WiseChatt can send your own closing message on the channel the customer used, with their name and ticket number filled in. On the WhatsApp Business API this follows WhatsApp's 24-hour messaging window.
Which plans include complaint management?+
Complaint management is available on every WiseChatt plan, on the web dashboard and in the mobile app.
Every complaint heard. Every complaint closed.
Turn angry messages into tracked tickets your team resolves. No setup fee. Live in minutes.