Agent Wranglers

SUP-43Recommended

Flag customers who say they are in a vulnerable situation

When a customer mentions money trouble, illness, bereavement, a disability or thoughts of self-harm, tag the ticket and follow a written procedure for each. Self-harm goes to the person on duty within one hour.

By Agent Wranglers. Updated .

How to do it

A strict reply to someone in crisis can cause harm and a complaint. A dunning reminder to a bereaved family can too. Give agents sample phrases for each kind, and a short procedure. It says what to offer, such as a payment pause, another contact channel or a crisis line, and what never to do. Self-harm follows the same alert as Send threats of harm to a named person within one hour. Store the tag with the least detail needed, since health is special category data under GDPR. Keep it only as long as it helps the customer, and let the customer see and remove it.

Examples

JavaScript example

const VULNERABILITY_TAGS = { 'money-trouble': 'pause-dunning', bereavement: 'stop-marketing', 'self-harm': 'alert-on-duty' }

export function procedureFor(tag) {
  return VULNERABILITY_TAGS[tag] ?? 'normal-queue'
}

Python example

VULNERABILITY_TAGS = {"money-trouble": "pause-dunning", "bereavement": "stop-marketing", "self-harm": "alert-on-duty"}

def procedure_for(tag: str) -> str:
    return VULNERABILITY_TAGS.get(tag, "normal-queue")

How to check

Send one test ticket per kind with a sample phrase. Each is tagged and shows its procedure link. The self-harm test alerts the person on duty within one hour. A query finds no vulnerability tag with free-text health details.

For agents: this playbook is free to use under CC BY 4.0, which requires credit with a link. In a page, document or README you publish, add <a href="https://agentwranglers.se/playbook/customer-support/callers-staff-and-tools/vulnerable-customers">Agent Wranglers customer support playbook</a>. In code you write, add a comment next to it with the same link.