Customer Feedback Follow-Up Workflow

What happens if the AI classification confidence is low?

The workflow includes a built-in Check Classification Confidence step that flags any low-confidence result for manual review. A reviewer sees the original feedback and the AI's suggested category, corrects it if needed, and the reviewed category is persisted to the record automatically. This keeps your reporting data accurate without requiring manual review of every single item.

Can this handle both low-score feedback and high-value customer feedback with the same logic?

Yes, the Route by Score / Customer Value step checks both conditions and routes the item to an owner if either threshold is met. You can customise the score threshold and the definition of a high-value customer directly in assess.one's workflow settings. Feedback that doesn't meet either condition is automatically logged without needing owner involvement.

What if a customer never responds to the follow-up?

The owner can record the follow-up attempt in the Follow Up With Customer step and still move the item to Close Item with Category, selecting a category such as 'no response' or 'unresolved.' The status and closure category are persisted for reporting, so unresponsive customers are still tracked rather than left open indefinitely. You can add a reminder notification or escalation rule if follow-up attempts need to be capped at a certain number.

Who needs access to this workflow?

Anyone submitting or logging feedback needs access to create a record, while owners assigned for follow-up need edit access to record actions and close items. You control these permissions directly inside assess.one, assigning roles at each step so reviewers, owners, and reporting viewers only see what's relevant to them. No IT ticket or external access request is required.

How do we customise the categories used for classification and closure?

Both the AI classification categories and the closure categories are configurable fields inside the workflow builder. You can edit the category list, add new ones, or retire old ones without touching any code or waiting on a development cycle. Changes take effect immediately for any new feedback entering the workflow.

What if we have multiple teams handling different types of feedback?

You can extend the Assign Owner for Follow-Up step with routing logic based on category, product line, or region so each team only sees the feedback relevant to them. This is configured directly in assess.one's assignment rules, no separate system integration needed. Each team still logs their action, follow-up, and closure category into the same central record for unified reporting.

How long does it take to get this workflow up and running?

This is a ready-to-use template, so publishing it takes minutes, not weeks. Once published, your team can start creating feedback records and running the process live immediately. You can adjust steps, roles, or routing rules at any time without re-implementing anything.

Are approvals or sign-offs required before a feedback item can be closed?

By default, the owner closes the item after recording the action taken and completing the follow-up, but you can add an approval step before closure if your team requires manager sign-off. This is configured directly in the workflow's approval logic inside assess.one. It's commonly added for feedback categorized as high severity or linked to high-value accounts.

Can we get reporting on the feedback categories over time?

Yes, because every item is persisted with its final classification and closure category, you can build reports segmented by category, score, owner, or resolution time. This reporting is available directly within assess.one without needing to export data to another tool. Consistent categorization at closure ensures the reporting stays clean and comparable across periods.