NPS-to-Case Routing Agent - Detractor Rescue Workflow
The NPS-to-Case Routing Agent - Detractor Rescue Workflow is an Operations customer success template that an AI employee runs end to end, covering touchpoint-triggered survey dispatch, NPS response capture and detractor follow-up script. This template automates NPS collection across customer touchpoints and closes the loop by following up with detractors within 48 hours. It routes unhappy customers to a resolution team and asks promoters for referrals or reviews.
AI operates via
How It Works
- 01
Touchpoint trigger
Survey dispatched after purchase, support resolution, or renewal.
- 02
NPS question
Single NPS question sent via WhatsApp, email, or SMS.
- 03
Segmentation
Responses segmented into Promoter, Passive, and Detractor.
- 04
Closed-loop follow-up
Detractors receive a call or message within 48 hours offering resolution.
- 05
Referral ask
Promoters invited to leave a review or refer a colleague.
TL;DR
- This template automates NPS collection across customer touchpoints and closes the loop by following up with detractors within 48 hours.
- Configure the workflow for your Operations Customer Success team, with the knowledge, system access and approval rules it needs.
- Runs across WhatsApp Automation, Email Automation, SMS Automation, CRM Sync with a single AI Employee orchestrating all touchpoints.
- Workflow scope includes Touchpoint-triggered survey dispatch, NPS response capture, Detractor follow-up script.
When to Deploy This Template
Use this workflow when recurring coordination spans multiple systems or teams. Define the responsibility, data access and completion criteria before enabling autonomous actions.
See How It Works
Confirm permitted actions, exception handling and human ownership for your deployment.
Workflow step 1 of 5
Touchpoint trigger
Survey dispatched after purchase, support resolution, or renewal.
Evaluate the outcome
Define a baseline, a measurement period and acceptance criteria for this workflow before evaluating its impact.
Why This Template vs. Building In-House
| Criterion | Build In-House | Deploy with UnleashX |
|---|---|---|
| Launch preparation | Build and test the workflow infrastructure | Configure roles, connections and acceptance tests |
| Engineering work | Maintain the agent runtime and integrations | Configure supported tools; scope custom connections where needed |
| Language coverage | Select and evaluate language models and voices | Select supported languages and test your business vocabulary |
| Channels | Implement each channel and its handoff logic | Configure supported channels around the employee’s responsibility |
| Integrations | Implement authentication, operations and recovery | Use available connectors and define permitted reads and writes |
| Governance | Build access, approval and audit controls | Configure permissions, human approvals and review requirements |
| Cost planning | Account for development, infrastructure and support | Scope platform usage, configuration and ongoing operations |
| Additional workflows | Extend and test the existing implementation | Reuse approved knowledge and connection patterns, then evaluate the new role |
Frequently asked questions
Which touchpoints should trigger the survey?
How quickly are detractors followed up?
Can this integrate with existing NPS tools?
Are reminder messages sent to non-responders?
Conclusion
The NPS-to-Case Routing Agent - Detractor Rescue Workflow template takes a workflow that typically consumes Customer Success team time and hands it to an autonomous AI Employee. Scope the responsibility, connect the systems of record that confirm completion, and agree the escalation path before launch. Define a baseline and a measurement period so the result can be evaluated against your current process rather than an assumed benchmark.
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Ready to deploy this template?
Our team will configure this template to your CRM, compliance rules, and brand voice. Timing depends on scope, system access and evaluation.