Use Case · Social
The complaint that's public before it's a ticket.
Instagram, X, and Facebook, monitored and answered in your brand voice. The angry quote-tweet de-escalated, the DM answered from your wording, the genuine grievance logged and routed to a human, before it becomes a thread.
The problem
An unhappy claimant has an audience now.
A delayed claim becomes a post at half nine at night, tagging your brand and anyone who'll listen. By the time the social team sees it the next morning, it has likes, replies, and a journalist's attention. The complaint you could have handled in a DM is now a reputation problem with a screenshot.
Overnight · unanswered
- 21:08 Public reply · "3 weeks, no update"
- 21:30 DM · renewal price complaint
- 22:14 Mention · "avoid this insurer"
- Cold Seen at 9am, 40 likes deep
How Atlantas.Ai handles it
Answered in minutes, off the timeline, into the right hands.
The agent watches every platform, recognises a complaint in seconds, and replies in your brand voice: acknowledge, take it to a private channel, and log it against your complaints procedure. It answers the simple DM from your wording, and hands a real grievance or a vulnerable customer straight to a human, with the thread attached.
Public reply, then DM · 21:11
De-escalated · taken private · logged as a complaint · routed to a handler
Get started
Handle it in a DM, not a headline.
See the social agent de-escalate a public complaint live, or book a short call and we'll connect it to the accounts your policyholders are tagging.