Account problems get raised, tracked and closed from the chat channel the team already uses.

The business problem

When a client account hit trouble, the signal lived in chat messages. Who raised it, what was being done and how it ended were hard to find later. Learnings from closed issues were rarely written down in one place.

What changed

Yash built a chat bot with one slash command. It opens a form with four choices: raise a new flag, update an existing flag, close a flag, or mark a client as churned. A new flag records the client, a colour (red, yellow or green), one of five categories, the context, the solution and next actions by priority. It posts a formatted message in the channel, creates a task in the team's project tool and saves the thread link on that task.

Before & after

The business value

Each flag becomes a task with an owner, a colour and a history, and each closure leaves written learnings. The same record covers both resolved issues and lost clients.

Why the system is dependable

The bot refreshes its client and task lists from the project tool every 30 minutes. If that connection fails at start-up, it says so in its log and tells users instead of failing silently. A missing thread link or a failed reply never blocks the update itself. It runs as a managed service on a cloud server, using a persistent connection to the chat tool, so it needs no public web address. Deployment steps and a warning against running a second copy are written down.