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Complaint Intake Topic and Actions
To help you build an agent to simplify complaint filing for constituents, Public Sector Solutions includes a Complaint Intake topic, related actions, and underlying flows and prompt templates.
Required Editions
| View supported product editions. |
Here’s a quick look at the agent actions included in the topic, and the related flows and prompt templates that serve as reference actions.
| Action | Reference Action | Description |
|---|---|---|
| Check Complaint Authority | Prompt Template: Check Complaint Authority | Determines whether your agency has the authority to receive, review, and resolve the complaint that the constituent wants to file by comparing the complaint details with information in agency policy documents. |
| Summarize Complaint for Constituent | Prompt Template: Summarize Complaint for Constituent | Uses generative AI to provide a preview of the complaint details for the constituent to review and confirm. The constituent can ask the agent to make corrections to the summary directly in the chat.,Provides a preview of the complaint details for the constituent to review and confirm. |
| Get Constituent’s Unresolved Complaints | Flow: Get Constituent’s Unresolved Complaints | Gets details from the constituent’s complaints that have a status other than Resolved. |
| Create Complaint | Flow: Create Complaint | Creates a complaint record using the information provided by the constituent. |
| Email Complaint Acknowledgment | Flow: Send Email Acknowledgment | Crafts and sends an email acknowledgment to the constituent using information from the complaint record.,Uses generative AI to craft and send an email acknowledgment to the constituent using information from the complaint record. |
| Answer Questions from Document | Prompt Template: Answer Questions from Document | Answers constituent questions based on information from policy and procedure manuals and agency documents in the Agentforce Data Library. |
Standard Agent Topics
In addition to the actions above, the agent relies on standard, preconfigured topics that are essential for its operation.
- Escalation Topic
- Escalates conversations to a live representative. As initially configured, this topic escalates conversations only when constituents ask to speak to a human, but rules regarding escalation are customizable. Ensure this topic is included and enabled in your agent.
Complaint Intake Conversation Flow
Here's how the agent uses these actions in a typical complaint-filing conversation:
- When a constituent asks to file a complaint, the agent prompts them to briefly describe their issue.
- It then calls the Check Complaint Authority action to determine if your agency can handle the complaint.
- If not, it informs the constituent and provides guidance on next steps.
- If your agency has authority, the agent asks for more details and extracts key information.
- It then calls the Summarize Complaint for Constituent action to show a preview of the complaint for the constituent to review and confirm. This interactive summary is generated by AI. The constituent can review the details and ask the agent to make corrections before proceeding to the next step.
- After the constituent confirms the details, the agent calls the Get Constituent’s Unresolved Complaints action to check if they have a previously filed, pending complaint about the same issue to avoid duplicates.
- If it's a new issue, the agent asks for final confirmation.
- On confirmation, it calls the Create Complaint action to create a public complaint record.
- Finally, the agent calls the Email Complaint Acknowledgment action to send a confirmation email, which is generated with AI assistance, to the constituent.
Throughout the conversation, the agent can also answer a constituent’s questions about policies and processes by using the Answer Questions from Document action. At any point, the constituent can ask to speak to a person, and the standard Escalation topic will transfer them to a service representative.
See the topic instructions to learn more about how and when the agent executes the actions.
Review the topic, actions, flows, and prompt templates for complaint intake. Use them as a reference to create your own agent artifacts and craft the perfect experience for your constituents. For example, customize the details the agent gathers from a constituent, the format of the complaint summary, or the content of the acknowledgment email.
