Complaints & Feedback

Complaints (during visit flow)

1) Driver receives a welcome SMS with a complaint link.
2) The link opens the Complaint Page where the driver enters a message.
3) On submit, the system: - Validates the one-time key (OTK). - Stores the complaint in the server. - Emails the plant admin with driver details and the complaint text. - Marks the carrier visit as “complaint sent”.

If the OTK is invalid or expired, the driver is sent to the Link Expired.

Feedback (after visit flow)

1) Trigger server service that sends a feedback link text with a short OTK to driver.
2) The link opens the Rate and Review page.
3) Driver selects 1–5 stars and leaves a comment.
4) Submit stores the feedback data in the server.

If the OTK is invalid/expired, the driver is sent to Link Expired.

Stop / Opt-out

If a driver taps the STOP link, the visit record is updated and and no further texts are sent.