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Every action plan is born from your customers’ feedback, and from the plan you can always return to that origin. This page explains how woku notifies the group when it generates a draft and how each plan preserves the exact evidence that originated it.

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Plans and alerts: different roles

Action plans are not created from alerts, nor are they linked to them. woku generates them automatically for each group of owners when the group accumulates enough new improvement opportunities. The Alerts module fills a different role: it sends email notices about the status of your Goals and about feedback volume drops. Those alerts do not create plans or take part in them.

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Automatic notices to the group

When woku creates a plan draft, or extends it with new evidence, each member of the group receives two notices:
  • An in-app notification.
  • An email with a direct link to the plan. The email indicates how many new negative comments were detected and how many positive comments were considered as context.
There is nothing to configure: the recipients are always the people on the group’s team, with the role assigned to them. The link between a plan and the feedback that originated it is its frozen evidence. At the moment it is generated, each plan stores:
  • The date window of the analyzed feedback.
  • The group conditions in effect at that moment.
  • The counts: improvement opportunities, recognitions, and total comments analyzed.
  • Verbatim quotes from customers that illustrate the findings.
The evidence is frozen when the plan is generated and is never recalculated. Even if the group changes its conditions or feedback keeps arriving, the plan’s numbers still reflect what woku analyzed at that moment.
From the plan detail, the View comments button opens the real comments in that scope. You can browse them and filter them by source and by feedback type, so the team reads with their own eyes what backs each plan before approving it.

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History

Each plan keeps a history of who made each change and when: the AI generation, the evidence added when extending the draft, the team’s edits, the approval, and the sending. This keeps the close of the loop traceable from start to finish.