Customer service
The Customer service menu helps you manage all customer-related interactions: collecting feedback, handling chatbot conversations, processing refunds, and managing membership cancellations.
Notification badges: When you have unread feedback or chatbot conversations, a badge appears on the Customer service menu. Check regularly to stay on top of customer interactions.
Accessing customer service
From the Fanz dashboard, go to Customer service in the main sidebar.
Who can access
| Role | Feedback | Chatbot | Refunds | Membership Cancellations |
|---|---|---|---|---|
| Owner | Full | Full | Full | Full |
| Administrator | Full | Full | Full | Full |
| Producer | Assigned events | Assigned events (can train) | Assigned events | — |
| Analyst | Assigned events | Assigned events (read-only) | — | — |
| Membership Admin | — | — | — | Assigned plans |
Available tabs
The Customer service menu has 4 tabs:
| Tab | Purpose |
|---|---|
| Customer feedback | View and manage reviews from event attendees |
| Chatbot conversations | Review conversations between customers and your chatbot |
| Refunds | Process and track refund requests |
| Membership cancellations | Handle membership plan cancellations |
Related articles
- Customer feedback — Collect and analyze reviews from attendees
- Chatbot conversations — Review chats, train bot responses, capture leads
- Refunds — Manage refund requests from customers
- Membership cancellations — Track why members unsubscribe
Owners and Administrators have full access. Producers and Analysts can access Customer feedback and Chatbot conversations for their assigned events only. Analysts have read-only access to chatbot conversations.