Understanding "Send to App"
"Send to App" is a feature in Restore that allows you to mark a complaint with the intent of sending the resolution directly to the customer's account in your organization's rewards program as a reward. This feature is useful when a customer requests that their resolution be credited directly to your organization's rewards program, providing a personalized and convenient resolution experience.
Using "Send to App" simply marks the complaint with a tag. It doesn't automatically send the reward to the customer's app nor does it settle the complaint. It serves as an indicator for your team to manually fulfill this step, ensuring the resolution gets delivered appropriately.
Marking a Complaint as "Send to App"
To mark a complaint as "Send to App," follow these steps:
Search for and select the complaint you want to mark as "Send to App."
Tap the "..." icon located in the top right corner of the screen.
Choose "Mark as Send to App."
Enter the customer's email in the prompt that follows.
Tap "Save Changes." The complaint will now be tagged as "Send to App."
Unmarking a Complaint as "Send to App"
To unmark a complaint as "Send to App," follow these steps:
Search for and select the complaint you want to mark as "Send to App."
Tap the "..." icon located in the top right corner of the screen.
Choose "Unmark as Send to App." The complaint will now be untagged as "Send to App."