This recipe helps support supervisors catch complaints on LINE the moment they arrive. When a member mentions a complaint, a refund, a return or an allergy, they immediately get a reply with an apology and a response time. At the same time the conversation is tagged and sent straight to a support supervisor, so it doesn't sit in the queue with routine questions.

Who this is for

• Support supervisors: complaints get mixed in with routine questions. By the time an agent spots one and passes it up, half a day has gone by and the customer is even angrier.
• The brand's CRM manager: you want to know how many complaints come in each month and whether they've been resolved.

When you're done you'll have a chatbot that catches complaint keywords, a pair of "needs supervisor" and "resolved" tags, an organization that only takes complaints, and a way for supervisors to find complaints that slipped through.

The examples use a fictional skincare brand, Sunleaf. The tags, the organization and the chatbot were all actually created in the OakMega manual demo workspace. The Service Center conversation is a demo recreated from the real message format.

Features you'll use

Feature	Its job in this scenario	Minimum plan	Needs activation?
LINE chatbot	Catches complaint keywords: replies with an apology, applies a tag and transfers to Service Center	All plans	No
Tag Management	"Complaint: needs supervisor" decides who gets the conversation; "Complaint: resolved" records that it's closed	All plans (Free: up to 10 tags)	No
Organizations and assignment rules	The "Complaints team" uses its assigned tag to take only complaints	All plans	Agent seats are activated separately
Automatically close resolved conversations	Closes the conversation once resolved and moves it back to the default organization	All plans	Agent seats are activated separately

Flow

1. A member's message on LINE contains a keyword such as complaint, refund, return or allergy.
2. The chatbot replies with an apology and a response time, applies "Complaint: needs supervisor" and transfers the conversation to Service Center.
3. The "Complaints team" has "Complaint: needs supervisor" as its assigned tag, so the conversation goes to this team and a supervisor in it picks it up.
4. When the supervisor has dealt with it in Service Center, they switch the tag to "Complaint: resolved" and mark the conversation Resolved, and the service closes automatically.

How to set it up

Step	Where	Settings in this scenario
1. Create tags	Member & Tag › Tag Management	Folder "Complaints": Complaint: needs supervisor, Complaint: resolved
2. Create the Complaints team	Service Center › Service Center Setting › Organization	Add the supervisors and turn on auto distribution; assigned tag "Complaint: needs supervisor"; close automatically 24 hours after resolved, then change to the default organization
3. Create the chatbot	LINE › Chatbot	"Trigger Keyword (Contains)": Complaints, complaint, refund, return, allergy, compensation; Trigger Add Tag; Service center transfer
4. Supervisors check once a day	Service Center	Filter by the Complaints team; use the advanced filter to find complaints that landed in other organizations

1. Create the complaint tags

Under Member & Tag › Tag Management, add a folder named "Complaints" with two Strength Tag tags:

Tag	What it's for
Complaint: needs supervisor	Applied automatically by the chatbot; it's how the Complaints team picks up the conversation
Complaint: resolved	Applied by hand when the supervisor closes the case, removing "needs supervisor" at the same time

See Create and manage tags.

2. Create an organization that only takes complaints

Under Service Center › Service Center Setting, open the Organization tab and click Create Organization:

1. Set Organization Name to "Complaints team", use Add Agent to add your support supervisors, and turn on Auto Distribute to Agent.
2. In Distribute Condition, turn on Accept System Automatic Distribution. Under Assigned Tag, choose Restrict Tag and select "Complaint: needs supervisor".
3. In Automation, set Resolved → Close to Automatically Close and enter 24 hours. Set Close → Change Organization to Change to Default Organization and Remove Agent, so that the next time this member asks a routine question, it doesn't land in the Complaints team again.
4. Click Save.

The screenshot below shows the Complaints team's Distribute Condition: Accept System Automatic Distribution is on, and the Assigned Tag is restricted to "Complaint: needs supervisor".

For the full rules, see Understand how conversations are assigned to organizations and agents.

3. Catch complaint keywords with a chatbot

Under LINE › Chatbot, add a keyword chatbot named "Complaint to supervisor":

1. In Trigger Keyword (Contains), enter "Complaints", "complaint", "refund", "return", "allergy" and "compensation", pressing Enter after each one (up to 20).
2. Under Tag Settings, set Trigger Add Tag to "Complaint: needs supervisor".
3. Under Follow-up Actions, turn on Service center transfer.
4. On the Edit Message tab, add a text message: "We're sorry about your experience. We've passed you to a Sunleaf customer service supervisor, who will contact you personally within 1 business day. If you can, please share your order number and what happened, so the supervisor won't need to ask again."
5. Click Save.

The screenshot below shows this chatbot's keywords, tag and follow-up action:

The chatbot applies the tag before it transfers the conversation, so assignment already sees "Complaint: needs supervisor" and the conversation goes straight to the Complaints team. For every setting, see Set up a LINE chatbot.

4. Supervisors pick it up in Service Center

After the member sends a complaint, the Service Center conversation shows, in order, "Triggered chatbot: Complaint to supervisor", "Auto-assign organization: Complaints team", "Auto-assign assigned agent:" and "Auto change status: Open". The tag in Member Data on the right is "Complaint: needs supervisor".

When the supervisor is done:

1. Under Tag Info in Member Data, remove "Complaint: needs supervisor" and apply "Complaint: resolved".
2. Mark the conversation Resolved. After 24 hours it closes automatically and goes back to the default organization.

How it works and limits

Situation	Result	What to do
A member mentions a complaint for the first time and the conversation isn't in service	Tagged, transferred to Service Center and assigned to the Complaints team	Nothing
The conversation is already in service (the member is talking to a regular agent)	The tag is applied, but the conversation isn't reassigned; it stays with its current organization and agent	Supervisors use the advanced filter on the tag "Complaint: needs supervisor" to find it and move it to the Complaints team by hand
The member also has another organization's assigned tag (for example, VIP members)	Several organizations match, so Multiple Organization Condition Match sends it to the default organization or a random matching one	Same as above: supervisors filter once a day, or have the VIP team's supervisor watch the complaint tag too
The message just happens to contain a keyword ("How do returns work?")	It still goes to a supervisor	Choose unambiguous keywords; supervisors move false alarms back to a regular organization and remove the tag
The chatbot has a Weekly Effective Period	It doesn't trigger outside those hours, so complaints aren't caught	Don't limit the complaint chatbot's hours; it still replies and transfers after hours, and the supervisor picks it up the next working day

Keywords are matched with "Contains", regardless of context. The shorter the keyword, the more false alarms: "ill", for example, would also fire on "will" and "bill".

What members see

As soon as the member complains, the chatbot replies with an apology and a response time. When the supervisor picks it up, they reply from the same official account. The screen is a mock-up (Chinese demo).

The member writes "I bought the Dawn Moisture Serum last week. After two days my face got an allergy rash, and I'd like a refund." The chatbot replies with the apology above. Then Ms. Lin, Sunleaf's customer service supervisor, writes: "Hi, this is Ms. Lin, the customer service supervisor at Sunleaf. We're very sorry about your skin. Could you share your order number? We'll process your refund as a priority."

How to check it's working

What you want to know	Where to look
How many complaints came in this month	The Total Number of Tagged People for "Complaint: needs supervisor" and "Complaint: resolved"; the Total Trigger Count of the "Complaint to supervisor" chatbot
Which complaints are still open	In Service Center, filter by the organization "Complaints team" and the statuses Open and In process
Whether any complaints landed in another organization	In Service Center, use the Advanced filter on the tag "Complaint: needs supervisor" and check the organization column
Whether supervisors have a backlog	In the Service Center Data Center, filter by the Complaints team and check Open and In process (it shows current counts only, not response times)

Variations

• Let AI calm things down first: turn on Transfer to Agent → Enable AI Agent for the Complaints team, so AI collects the order number and photos before the supervisor takes over; see Let an AI agent handle an organization's conversations.
• Route by type: give health-related keywords such as "allergy" and "injury" a different tag and send them to the quality assurance team; send "refund" and "return" to the orders team.
• Follow up after the case is closed: a week later, post an article to members tagged "Complaint: resolved" to check in, with a make-good coupon attached.

Next steps

• Set up a LINE chatbot
• Understand how conversations are assigned to organizations and agents
• Your first week with Service Center