How this works in Reputoo
Complaints become tracked tickets
An unhappy customer generates a recovery ticket carrying the active complaint, rather than the dissatisfaction living only in a chat thread nobody revisits. The ticket is the record that the customer is currently in a bad state.
Opt-in status governs marketing sends
Each contact carries an explicit opt-in status. Promotional campaigns respect it, so suppression is enforced at send time rather than being a rule someone remembers to apply.
Exclude by segment
Campaign audiences are built from segments and tags, so a segment can be defined to exclude contacts with an open complaint or a recent negative interaction.
Transactional keeps flowing
Suppression should apply to promotion, not to service. Someone with an open complaint still needs their order update and their appointment reminder — cutting those off makes the complaint worse.
Resolve, then re-engage
Once the ticket is closed, the contact returns to normal lifecycle messaging. Win-back flows are the right next step, not the offer they were about to receive mid-complaint.
