# Complaint Handling & Goodwill Agent

Canonical: https://synconai.com/ai-agents/complaint-handling-and-goodwill-agent

Type: Customer Service AI Agent for Salesforce · Category: Customer service · Status: Coming soon · Talks to customers

The Complaint Handling and Goodwill Agent receives customer complaints in chat, logs them as complaint Cases, responds with empathy, and offers a goodwill credit strictly within fixed policy limits. Credits up to a small limit are issued automatically, mid-range credits go to a supervisor for approval, and large requests, legal threats and vulnerable customers go to a person.

Outcome: Consistent complaint handling with no over or under giving.

- Works with: Customers with a complaint. Supervisors who approve mid-range credits.
- Where: Enhanced Chat on the website and customer portal, email to case optional
- Runs on: Service Cloud, Messaging, Agentforce. Approval Process on a custom object
- Best fit: Subscription and utility services

A typical fit: An internet provider with monthly plans and a $20 automatic goodwill limit.

## How it works

- **Log and acknowledge.** Identify the customer, log the complaint and respond with empathy.
- **Goodwill credit.** Check eligibility under the tiers and issue or request approval for a credit.
- **Escalate.** Hand off legal threats, vulnerable customers and large requests to a person.

## The rules it follows

- Automatic credits are limited to $20.00 and one per Account in any 90 days.
- Requests from $20.01 to $100.00 always go to supervisor approval. Requests above $100.00 always go to a person.
- The agent never admits legal liability and never says a complaint is upheld or rejected. It says the complaint is logged and reviewed.
- Never refer to other customers' credits or internal limits other than the amount offered.

## What we need from you

- Service Cloud with Messaging and Salesforce approvals.
- Credit tiers, frequency limits, legal and vulnerability terms, and complaint wording approved by compliance.

## Not included

- Applying credits in a billing system.
- Compensation above the tiers or regulatory complaint reporting.
- Complaint root cause analysis.
- Multi-currency credits.

## FAQ

### What does the Complaint Handling & Goodwill Agent do?

The Complaint Handling and Goodwill Agent receives customer complaints in chat, logs them as complaint Cases, responds with empathy, and offers a goodwill credit strictly within fixed policy limits. Credits up to a small limit are issued automatically, mid-range credits go to a supervisor for approval, and large requests, legal threats and vulnerable customers go to a person. Consistent complaint handling with no over or under giving.

### Which Salesforce products does it run on?

Service Cloud, Messaging, Agentforce. Approval Process on a custom object. Confirm editions and licenses with your Salesforce account team.

### Where do people use it?

Enhanced Chat on the website and customer portal, email to case optional.

### What does it not do?

Applying credits in a billing system; Compensation above the tiers or regulatory complaint reporting; Complaint root cause analysis; Multi-currency credits.

### Is there a demo?

Not yet. This agent is in our build program and is coming soon. We can scope it for your org now, and show you the agents that are already live.

Confirm editions and licenses with your Salesforce account team.

All agents: https://synconai.com/ai-agents
Contact: https://synconai.com/contact-us