Course 13 · Lesson 10 of 14
Support routing
Customers email the support inbox, triaged with an AI assistant's help. Neil Flannery owns support and decides what goes to Dom Watts.
| Situation | Route |
|---|---|
| Broken, or a post failed | Support with a screenshot and the time (Neil Flannery, then Dom Watts) |
| A post went out that shouldn't have | Phone the onboarding owner, email support at once, tell John Cooper the same day. "Let's look at your approval settings together now; I've flagged it as urgent." Never speculate about cause |
| LinkedIn connection dropped | Send a fresh connection link; if that fails, support with a screenshot |
| Billing or failed payment | Support, copied to John Cooper |
| Refund, credit, trial, extension, pilot, special terms | Alex or John Cooper only. "That's not something I can agree, so I'll put it to the right person rather than guess." |
| Engagement data source | Spoken answer only; written answers from Karl Foster only |
| Security questionnaire or DPA | Neil Flannery (infrastructure), Karl Foster (legal) |
| Personal data | Self-serve from Settings; disputes to Karl Foster |
| Feature request | "I've logged it word for word. I won't promise what or when." |
You can promise that we received it, that a person is looking, honest updates including "we don't know yet", and a human to talk to. Internal aim, not a promise: acknowledge every message the same working day.
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