Keeping up with customer complaints promptly is essential to ensure excellent service and avoid negative impacts on customer relationships. With Ploomes automations, you can identify interaction records tagged as complaints and automatically notify the responsible parties by email, ensuring a quick response.
1. Create the Complaint Tag
Before configuring the automation, you must create the tag that will be used to identify complaints.
Go to Interaction Records
Click Configure Tags
Create a new tag named Complaint and assign a color (for example: red)
Confirm the creation by clicking the blue button.
2. Create a New Automation
Go to Administration > Automations
Select the Interaction Record entity
Click New Automation
3. Configure the Description, Trigger, and Filter
In the Automation Description field, enter a name that identifies the action.
Example: Send an email when a new complaint is registeredUnder When should the automation be triggered?, select:
○ When the item is createdNext, click the + icon to add the filter:
Filter
Tags - equals - Complaint
4. Define the Action
Under When triggered, what should the automation do?, select:
Send Email
Configure the email fields:
Sender: select a sender configuration method
User if email fails
Select a user to be notified if the email is not delivered
Recipient: select the desired email field
Example: Deal > Owner > Email
(or Customer, if preferred)Subject:
Example: New complaint registered
Content:
Example: A new complaint has been registered in the system.You can also insert dynamic information, such as the interaction record description, using the available fields.
Click Save.
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