How resolutions work

A resolution is a structured attempt to fix a customer’s problem — not just acknowledge it. It’s the difference between “sorry to hear that” and the customer actually being made whole.

This is the part of FeedbackRobot that does the work most businesses know they should do and don’t, because it’s time-consuming and nobody enjoys it.

What opens a resolution

A resolution typically opens when:

• A negative review appears on a connected platform
• A survey response comes back with negative sentiment
• A customer replies to something with a complaint
• You open one manually

What happens

1. The problem is identified. The AI reads the feedback and works out what actually went wrong — not just that the customer is unhappy, but what about.
2. An approach is chosen. Based on the problem and your settings, the agent picks how to respond. → Resolution types
3. The customer is contacted. In your tone, referencing their specific situation.
4. The conversation continues. If the customer replies, the agent can keep going — answering questions, offering alternatives.
5. It closes. Either resolved, or escalated to you because it needs a person.

Resolved vs unresolved

Not every resolution succeeds, and the reporting is honest about it. You’ll see:

• Resolved — the customer’s problem was addressed and the conversation closed positively
• Pending — still in progress, waiting on a reply
• Unresolved — the attempt didn’t land, or the customer disengaged

The unresolved ones are the useful data. A pattern in what fails to resolve usually points at something the business can’t fix with a message — which is exactly what you want to know.

→ Reading your resolution rates

When it escalates to you

The agent escalates rather than guesses when a case involves:

• Allegations of illness, injury, or safety problems
• Legal threats or regulatory issues
• Discrimination or staff conduct complaints
• Requests it can’t fulfil under your settings
• Anything it can’t confidently interpret

Escalated cases appear as needing your attention on the dashboard. → Taking over a conversation

Why this beats replying publicly

A public reply is performance for future readers. A resolution is an actual attempt to fix it for the person affected.

The best outcome for a negative review isn’t a well-written public response — it’s the customer quietly updating their review because you sorted it out. That only happens if someone reaches out, and reaching out consistently is precisely what doesn’t happen when it depends on a human remembering.