For companies
Responding to a complaint
Replies go through AI moderation, then publish, then the 7-day verification email lands with the consumer.
On a complaint, hit Reply. You can write a free-form response, ask Resolution Coach for a draft (and edit it), or pull from the team's reply templates. On publish, the response goes through the moderate-response prompt: it checks for defamation of the consumer, false promises, and brand-voice issues. Approved replies go live.
Seven days later we email the consumer asking whether the issue was resolved. Their one-click answer (yes / partially / no) updates Resolution Rate — only "yes" counts as resolved, and only resolved complaints move the score.