📩CSAT Disputes

🎯 Why this matters: Sometimes customers leave salty ratings that aren’t fair.

⚡ Flow:

1. Customer leaves negative CSAT → bot DMs staff.

2. Staff can react ❗ within 24h to dispute.

3. Ticket transcript sent to Manager/Admin.

4. Manager has 72h to review:

   • ✅ Overturn = messages count for pay

   • ❌ Uphold = messages don’t count

🚫 Abuse control:

• More than 3 failed disputes in a month = performance review.