Governance & consent
When a complaint has to follow a process.
A high-value complaint may require acknowledgement within a period, an investigation, a manager review, a resolution and retained evidence. That is a controlled procedure, and it belongs in a governance system rather than in an agent's memory.
What connects
A connection that applies a defined procedure to a case type and records the evidence each step produces.
What crosses the boundary
- Received: the required procedure for a case type, with its steps and timings.
- Sent: completion of each step, with who performed it and when.
- Sent: retained evidence references for audit.
- Received: changes to a procedure, which apply to new cases rather than retrospectively.
What this lets you do
- Apply a mandatory complaint procedure without relying on anybody remembering it.
- Prove a regulated process was followed, from the case record.
- Block closure until required steps are complete.
- Keep the customer-facing case simple while the controls sit underneath.
Setting it up
- 1Link the workspaces.
- 2Map case types to procedures — start with complaints only.
- 3Confirm which steps block resolution.
- 4Run one real case through before applying it broadly.
Permissions
Scoped to procedure definitions and step completion. Customer data does not leave Resolivo; the governance layer receives references and outcomes.
What you can ask once this is connected
- “Which steps remain on this complaint?”
- “Can this case be closed yet?”
- “Show the evidence retained for this complaint.”
Where it stops
Resolivo applies procedures; it does not define them or determine what your obligations are. Whether your complaints process is adequate for your regulator is a question for the governance system and your advisers.
Governance & consent
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