GHL Customer Complaint Automation 

See how to catch live chat complaints before they get missed. You will build a simple workflow that alerts your team and sends the customer a quick reply.

What you’ll learn:

• Add the Customer Replied trigger.
• Set filters for Live Chat and upset messages.
• Send an internal notification to the right team member.
• Email the customer and turn the Customer Complaint Automation workflow on.

When a customer complains in live chat, they want a fast reply. You may not have the full answer yet. Still, a short message shows that you saw their concern.

Customer Complaint Automation helps you act fast. GHL can spot an upset message, alert your team, and send a reply. This gives you time to read the chat and help the customer.

You do not need to watch every chat all day. The workflow points you to the chats that need help most.

• Catch complaints as soon as they appear.
• Alert the right team member at once.
• Tell the customer that you got their message.
• Give your team time to read the full chat.
• Reduce missed complaints.
• Build trust with a quick reply.

You will build this Customer Complaint Automation workflow inside the Automation area of your GoHighLevel sub-account. The process uses a Customer Replied trigger, live chat filters, an internal team alert, and an acknowledgement email for the customer.

Before you begin, make sure your Live Chat widget is active and your AI agent collects the visitor’s name and email address. These steps will help you catch negative messages, notify the right person, and respond before the complaint is missed.

• Access the Workflow Builder from the Automation Section.
• Set the Customer Replied Trigger After Renaming Your Workflow.
• Rename the Customer Replied Trigger and Add a Filter.
• Set the Reply Channel as the Filter Before Adding Another Filter.
• Set Live Chat as the Second Filter Before Adding Another Filter.
• Set the Intent Type as the Filter Before Saving the Trigger.
• Search for and Add the Send Internal Notification Action.
• Set the Action Name and Create the Internal Notification.
• Set the Redirect Page and Team Assignee.
• Search for and Add the Send Email Action.
• Set the Sender Name, Email Address, and Subject Line.
• Add the Email Subject Line and Body.
• Open the Workflow Settings and Set the Contact Timezone.
• Publish and Save Your Workflow.

To start, make sure you are logged in to your GoHighLevel sub-account. In addition, you have created a chat widget and given it instructions to ask the complainant for their name and email as they provide details about their complaint.

• Create your Customer Complaint Automation workflow using the Workflow Builder in the Automation section.

1.1 Click Automation.

• You will be taken to the Workflows tab by default.

1.2 Click Workflows.

• You will see a list of workflows, along with options such as Create Folder, Build Using AI, and + Create Workflow.

1.3 Click + Create Workflow.

• A dropdown menu will appear with several options, including + Start from Scratch.

1.4 Click + Start from Scratch.

• You will be taken to the Workflow Builder.

• Rename your workflow, then set the Customer Replied trigger.

2.1 Rename your workflow.

• Click the Pencil icon at the top of the Workflow Builder and enter a new name for your Customer Complaint Automation workflow.

2.2 Click Add New Trigger.

• The trigger library will appear, where you can search for and select a trigger.

2.3 Search for and select Customer Replied.

• You will be taken to the Customer Replied trigger settings.

• Give the Customer Replied trigger a clear name, then add a filter.

3.1 Rename the Customer Replied trigger.

• This makes it easier to identify on the Customer Complaint Automation workflow canvas.

3.2 Click Add Filters.

• A drop-down filter will appear below the Add Filters button.

• Choose Reply Channel as the filter, then select Live chat before adding another filter.

4.1 Select Reply Channel from the first drop-down filter.

• Another drop-down filter will appear below the first filter.

4.2 Choose Live chat for this filter

• The chosen filter should appear in the second drop-down filter of your Customer Complaint Automation workflow.

4.3 Click Add Filters.

• A drop-down filter will appear below the first filter set.

• Choose Live Chat is as the filter, then select the live chat you’ve created before adding another filter.

5.1 Select Live chat is from the second drop-down filter set.

• Another drop-down filter will appear below the second filter.

5.2 Choose the specific chat widget that you have created.

• The chosen filter should appear in the second drop-down filter.

5.3 Click Add Filters.

• A drop-down filter will appear below the second filter set of your Customer Complaint Automation workflow.

• Choose Intent Type as the filter, then select Negative/no before saving the trigger.

6.1 Select Intent Type from the third drop-down filter.

• Another drop-down filter will appear below the third filter.

6.2 Choose Negative/no for this filter

• The chosen filter should appear in the second drop-down filter.

6.3 Click Save Trigger.

• The trigger will now appear on the Customer Complaint Automation workflow canvas.

• Click Add New Element, then search for and select the Send Internal Notification action element.

7.1 Click Add New Element.

• The action library will appear on the right side of the canvas.

7.2 Search for and select the Send Internal Notification action element.

• You will be taken to the Send Internal Notification settings page.

• Rename the Send Internal Notification action element, then create the notification for your team for your Customer Complaint Automation workflow.

8.1 Rename the Send Internal Notification action element.

• Use a clear and simple name.

8.2 Choose the Notification Type.

• The Title, Message, and other notification fields will appear for you to complete.

8.3 Enter the notification title.

• Keep it short and easy to understand.

8.4 Enter the Send Internal Notification message for your team.

• Write clear instructions so your team knows what to do next.
• Add the appropriate custom values as well so the team member can easily identify the client’s complaints.

• Set the redirect page so your team can open the conversation directly from the notification. Choose the team member who will handle the customer’s concern.

9.1 Set the Redirect Page to Conversation.

9.2 Choose the User Type.

• For this example, Particular User is selected.

9.3 Click the Save Action button.

• The action element will now appear on the Customer Complaint Automation workflow canvas.

• Click Add New Element, then search for and select the Send Email action element.

10.1 Click Add New Element.

• The action library will appear on the right side of the canvas.

10.2 Search for and select Send Email.

• You will be taken to the Send Email settings.

• Set the sender details and subject line for this Customer Complaint Automation workflow email.

11.1 Rename the Send Email action element.

• Use a clear and simple name.

11.2 Enter the sender name.

• You can also use a custom value for the sender name.

11.3 Enter the sender email address.

• You can also use a custom value for the sender email address.

• Enter the subject line and content for your email.

12.1 Enter the email subject line.

• Keep the subject short and clear.

12.2 Enter the Email body.

• Keep the message clear, polite, and helpful.

12.3 Click Save Action.

• The Send Email action element will now appear on the Customer Complaint Automation workflow canvas.

• Click the Settings tab at the top of the workflow canvas, then set the Contact Timezone in the Communication section before returning to the workflow builder.

13.1 Click the Settings tab.

• You will be taken to the workflow settings section.

13.2 Set the Contact Timezone.

• This helps the Customer Complaint Automation workflow send messages based on the contact’s local timezone.

13.3 Click the Builder tab.

• You will return to the workflow canvas.

• Turn on Publish and save your workflow.

14.1 Turn on the Publish toggle.

• The toggle will turn blue to show that it is active.

14.2 Click Save.

• The red dot on the Save button will disappear, confirming that your Customer Complaint Automation workflow has been saved.

Customer Complaint Automation helps you act fast, but it still needs a clear setup. Keep the workflow simple. Send each alert to the person who can step in and help right away.

You should also test the full process. Send a sample complaint through Live Chat. Check the team alert, the customer email, and the link back to the chat.

• Keep the customer email short and calm.
• Send alerts only to the right team members.
• Set a clear reply goal for your team.
• Test the workflow after each change.
• Check that the visitor’s name and email are saved.
• Review the alert message every few months.
• Remove any steps that do not help your team.

Customer Complaint Automation helps you spot upset chat visitors before their message gets missed. It does not fix the issue for you. It makes sure the right person sees the complaint fast.

Here is what happens. A visitor sends a negative message in Live Chat. GHL spots the tone, alerts your team, and sends the visitor a short reply.

Your team can then open the chat and read the full message. They can see who needs help and why. This saves you from checking every chat by hand.

The visitor also gets a quick note while they wait. That simple reply shows that someone has seen the concern. It helps stop the issue from feeling ignored.

This setup is useful when you manage more than one client account. You can send each alert to the right staff member in each location. That keeps the process clear and easy to follow.

GHL handles the first alert, but a real person still takes over. That is the key. You respond faster, but the support still feels human.

Customer Complaint Automation gives you a clear way to handle live chat issues. Your team gets the alert fast, and the customer gets a reply while they wait.

You should see fewer missed complaints and less time spent checking chats by hand. Your team will know which messages need help first.

• Reply to upset customers faster.
• Miss fewer complaints in the inbox.
• Send clear alerts to the right person.
• Spend less time watching every chat.
• Keep your support process simple.
• Build trust with quick, clear replies.

This workflow does not replace your team. It helps them step in sooner, before a small issue turns into a bigger one.

Customer Complaint Automation is simple once the key parts are in place. These common questions will help you check the setup, fix small issues, and keep the workflow easy to manage.

Customer Complaint Automation helps you catch upset chat visitors before the issue gets missed. GHL can spot the message, alert your team, and send the customer a short reply.

That quick action matters. Your team knows when to step in, and the customer knows someone has seen the concern.

Keep the setup simple. Use clear alerts, short emails, and a reply process your team can follow with ease. Test the workflow from time to time so each step still works.

Once the workflow is live, you can spend less time watching every chat. Your team can respond sooner, protect trust, and fix small issues before they grow.