Customers automation · Runs when you forward an email to Fieldwork
Investigate a forwarded customer complaint.
Order and support history, related complaints, and a draft reply for approval. This automation runs when you forward an email to Fieldwork. Fieldwork emails you the report when something needs attention.
Investigate a forwarded customer complaint — Sep 17
Automation run • Sep 17
Investigate a forwarded customer complaint
Output
Wren Hollis received a chipped Quarry Stoneware Bowl Set in Ash. Two other customers reported chipped bowls from the same product in the past 30 days, suggesting a possible wider issue worth inspecting.
Checked Harbor & Pine’s orders and support history through September 17.
- Order history: Wren's latest order contained one bowl set at $86. Their two earlier orders contained other products.
- Support history: One earlier ticket concerned delayed shipping and was resolved. No previous damage complaint was found for Wren.
- What went wrong: The forwarded photo shows a chipped rim. The evidence does not establish whether damage occurred during packing, transit, or production.
- Related complaints: Three damage reports including Wren's. Without shipment counts or batch details, this does not establish a defect rate or a shared cause.
Proposed reply for review
Hi Wren,
I'm sorry your bowl set arrived chipped. We can offer a replacement at no charge, subject to a stock check, or a full $86 refund. Please let us know which you prefer. We'll confirm the next step within one business day of your reply and provide replacement tracking once shipped, or confirm when the refund is submitted.
Maya
Assumption: Maya approves these remedies and timing. Proposed internal action: ask Owen to inspect remaining Ash sets by September 18.
Nothing was sent. No mailbox draft was saved.
Automation steps. The agent follows these 6 steps each time it runs, using your connected helpdesk and store.
- 1
Read the customer complaint I forwarded.
- 2
Find the customer's store orders and support history.
- 3
Identify what went wrong, whether it has happened to them before, and whether other customers report the same issue with the product.
- 4
Draft a reply proposing a resolution with specific actions and timing.
- 5
Explain whether the evidence suggests a wider product problem.
- 6
Draft everything for my review and don't send anything until I approve it.
Adjust the automation in Chat
Tell the agent what to do differently and ask it to set up that version with the same trigger.
- Check related complaints from the past 90 days.
- Propose refunds before replacements.
- Include a packing inspection request for Owen.
Fieldwork emails the report. Each email links to the full run as a conversation in Fieldwork. The automation asks the agent to keep a log in your knowledge base and read it before each run to check what has changed.
What starts this automation
Runs when you forward an email to Fieldwork. Set up forwarding in the app and use the address shown in Settings. You can adjust the sender, subject, and attachment filters at setup.
Only useful reports
When nothing needs attention, the run skips the email. When there are findings, you get a report with a link to the full conversation.
Drafts for your review
The report includes the full proposed messages for you to review and send. No mailbox draft is saved, and an automated run cannot send, post, or reply.
This automation reads your helpdesk and store. Connect Gorgias, Gladly, or Intercom for your helpdesk and Shopify, BigCommerce, or WooCommerce for your store to Fieldwork.
More automations for customers.
Questions about this automation.
- How do I set this up?
- Connect both a helpdesk and a store, such as Gorgias and Shopify, and activate the automation. Forward the complaint to the address in Settings, Email, under Automations, or supply the message in chat.
- Where does the reply draft go?
- The full proposed reply stays in the report for you to review and send. No mailbox draft is saved.
- Can I change the investigation?
- Ask in chat to change the complaint lookback period, proposed remedies, or response timing.
- How will I receive the report?
- A forwarded-email run emails you the report with a link to its full conversation. If nothing needs attention, no email or push notification is sent.
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