Accountability for complaints, handoffs, and QA reviews
Audit Trail: Know What Happened, When, and Who Did It
Keep a full audit trail of actions and changes across inbox, tickets and users—so support leaders can review escalations, coach teams, and maintain accountability in high-volume WhatsApp-first operations.
Explore: Unified Inbox • AI Bots • Ticketing • Agents KPI • Audit Trail
Calm ops tone: designed to help teams review what happened—without “he said / she said”.
10:14
Assigned to Agent A from shared inbox queue
10:18
Complaint detected → marked as Escalated
10:19
Ticket ID: [T-####] with conversation context attached
10:25
In Progress → Awaiting Courier (handoff recorded)
12:02
Resolution note added and ticket closed
Why it Matters
- You can’t reconstruct what happened on a complaint
- Handoffs become unclear
- Quality issues are hard to coach
- Disputes become “he said / she said”
How it Works
A simple review loop: Record Actions → Review Timelines → Coach with Evidence.
1
Actions and key changes are recorded as work happens
Across conversations, tickets, ownership and status changes.
2
Create a ticket with context attached
See the sequence of events without chasing screenshots.
3
Handoffs, escalations, and status changes become traceable
Helpful for complaint handling and shift-based teams.
4
Q/A reviews can reference what changed and why
Coach using real cases and evidence, not memory.
5
Teams improve with measurable accountability
Review what happened, when, and who changed what—useful for QA and accountability.
Typical go-live is 2–5 days, depending on WhatsApp API setup and integrations.
Key Features
What you get
• Activity logging across inbox and ticket workflows
• Visibility into key changes and ownership updates
• Supports QA reviews and accountability
• Complements performance KPIs for coaching and consistency
Best used with Ticketing • Agent KPIs
Ops-safe by default
ShuttlePro is designed for support operations first. That means outbound messaging routes replies into the same workflow your team already uses—so you don’t create a “second inbox” that no one owns.
Use cases (Pakistan Ecommerce)
Complaint Dispute
Reconstruct actions and handoffs without guesswork.
Escalation Review
Confirm who changed status and when across tickets and inbox.
Training
Use real cases for coaching (evidence-based QA).
Sale-day Spikes
Keep accountability even when message volume is high.
What makes ShuttlePro different
1
Audit trail is part of the core operations workflow
Not an afterthought—built into how teams work.
2
Tied to inbox + tickets
Trace events across conversations, escalations, and ticket outcomes.
3
Support-first design on peak days
Designed to avoid “campaign chaos” during sale-day spikes—routing replies into ownership and tracked outcomes.