📁Appendices

📩 CSAT Dispute SOP

Why this matters Customers aren’t always fair. This system protects staff from losing pay due to salty or biased feedback.

Flow:

1. Customer leaves 👎 or ≤ 3/5 CSAT.

2. Bot DMs staff: “Negative CSAT received for Ticket #123. React ❗ within 24h to dispute.”

3. If staff disputes:

   • Bot sends transcript → Manager/Admin review channel.

   • Managers have 72h to decide.

Outcomes:

• ✅ Overturn → messages count for pay, CSAT excluded from stats.

• ❌ Uphold → messages excluded, CSAT counts.

⚠️ More than 3 failed disputes per month = coaching session.