Service recovery.
The recovery board is part of Reputation AI Pro ($99/month CAD). It was part of Growth until the September 2026 repackaging. See Billing & your account.
Replying to a bad review in public is not the same as fixing what went wrong. The recovery board is where the second half happens: one task per unhappy customer, with an owner, a due date, and a record of who said what.
Open it at /dashboard/reputation/recovery .
Where tasks come from
Automatically. When a review is classified, Tenlo raises a suggested task if it is 2 stars or worse, or if it carries a legal flag. Deliberately conservative — the failure mode that matters is not a missed borderline review, it’s forty tasks in week one teaching you to ignore the tab. Thresholds can be widened for your account; ask us.
By hand. Click New task for anything that never became a review — a complaint by phone, something a manager flagged.
Suggested tasks are marked as raised by AI. They are proposals: nothing has been sent, and nobody has been contacted.
The board
Four columns for open work, ordered so the overdue rises to the top:
| Column | Means |
|---|---|
| To do | Nobody has reached out yet |
| Contacted | You’ve reached out, waiting to hear back |
| Working it | Being put right |
| Escalated | Handed up — still open |
Closed work lives behind Show closed, under one of three outcomes: Resolved, No response, or Not actionable.
Tasks are due 48 hours from creation by default, and carry a priority of urgent, high, medium or low.
When a task goes past its due date and is still open, Tenlo notifies you — once. Not every hour until you close it, which is how people learn to ignore alerts. If a task is reopened and goes overdue again, it can notify again.
Working a task
Click any task to open it. The panel shows the review that caused it, the full contact log, and the script drafter.
Log every attempt with the channel you used — phone, email, text, in person, or manager follow-up — and what the customer said back. The log is the reason a second attempt doesn’t repeat the first, and the reason anyone picking the task up later knows where it stands.
Recovery scripts
Click Draft a script and pick the channel. Tenlo writes a first draft in your brand voice, using the review, the reasons the task was raised, and any prior contact attempts.
| Channel | What you get |
|---|---|
| Subject line and body, 120 words max, plain paragraphs | |
| Text | One paragraph, 320 characters max |
| Phone | A talk-track: opening line, things to listen for, closing offer |
| In person | A short talk-track for a manager greeting the customer on site |
| Manager follow-up | An internal briefing — written for staff, not for the customer |
There is no send button here, on purpose. The script is text you copy into your own email, or read before you dial. Tenlo does not message a reviewer on your behalf, and never will.
You can save your own wording as a template and use it as the starting point for future scripts.
What a script will never say
These are enforced, not suggested. Every generated script is written under them:
- Never ask the customer to remove, edit, downgrade or hold back a public review.
- Never offer money, discounts, refunds, gifts or any other incentive in exchange for changing or removing a review.
- Never dispute the customer’s account of what happened, or imply they are mistaken or lying.
- Never admit legal liability, promise compensation, or commit to anything you haven’t authorised.
- Never invent facts about the visit, the order, the staff or the resolution. If it isn’t in the review, it isn’t asserted.
- Never include personal data about the customer beyond what they made public themselves.
- Never promise outcomes or timelines you haven’t agreed to.
Recovery and review requests are deliberately separate processes. Reaching out to an unhappy customer is good service. Reaching out to an unhappy customer instead of letting them leave a public review is review gating — it breaks Google’s policies and the FTC rule on review suppression, and Tenlo will not help you do it.
Your campaigns do not skip people because they might be unhappy, and nothing on this board changes that.
How it feeds the rest of the product
Recovery is one of the six components of your Trust Score — specifically how much of what you raise you actually close, and how much is sitting overdue right now. Tasks closed and tasks left overdue both appear in your monthly report.
Frequently asked
Does closing a task change the review? No. Nothing here edits, hides or removes a public review. It records what your business did about it.
Can I assign a task to a colleague? Not yet — accounts are single-user today. The contact log is how a task gets handed over in practice.
Why did a 3-star review not raise a task? The default threshold is 2 stars or worse. Three-star reviews are frequently lukewarm rather than a service failure, and sweeping them in is what makes the board noisy. Ask us if you want it widened.