n end-to-end automated Complaint Management

n end-to-end automated Complaint Management and Follow-Up system built to log tickets, track resolution status, send multi-channel reminders, and automatically escalate pending issues to managers.

Core Workflow Steps

Data Ingestion & Cleaning: Receives complaints via API/Form/Callbot, then cleans and validates incoming payload using JavaScript.

Database Tracking (Airtable): Searches Airtable by tenant_id and phone—creates a new ticket if missing, or updates the existing ticket if found.

Automated Multi-Channel Notifications: Sends reminders via WhatsApp, Email (Gmail), or SMS (Twilio) if the status is not set to "Done."

Smart Loop & Escalation: Pauses for a set duration, re-checks completion status, increments follow-up attempt counters, and automatically escalates to a manager if maximum attempt limits are reached.