Powered by SpecCheck AI, this tool surfaces the exact context behind support dissatisfaction or billing failures so you can take quick, proactive steps to resolve them. The flags you see below are just the beginning, as we will continuously add new events and triggers that flag accounts for your review.
Please Note: This feature is only available for labs using SpecCheck Live Chat or Lab Pay. To enable these for your lab, please contact [email protected].
Why Accounts Get Flagged
An ECP account will automatically trigger a flag currently for two reasons:
Low CSAT Rating: A practice leaves a poor satisfaction score following a Live Chat conversation.
Failed Payment: A Lab Pay autopay transaction fails due to a credit card decline or banking error.
How to Identify a Flagged ECP
Flagged accounts are highlighted directly within your SpecCheck dashboard:
Top Notice Banner: A yellow notification banner appears across the top of the ECP overview page stating "This ECP has been flagged for review."
Flag Icon: An orange flag icon displays next to the practice name on their overview page.
Review Flag Button: Located inside the top yellow banner, clicking this button immediately opens the management modal.
AI-Powered Insights and Context
Clicking Review Flag opens a detailed modal containing AI-generated analysis to help your team take action without searching through past logs:
Reason for Flag: SpecCheck AI summarizes the core issue, pulling specific details from either the flagged chat conversation or the payment processor response.
Actionable Recommendations: AI suggests precise next steps, such as following up on misrouted packages or asking the practice to contact their bank about a generic decline.
Related Activity Links: Access direct links to the flagged Live Chat thread or click See Failed Payments to view billing records right inside the modal.
Resolving Flags by Flag Type
Each flag modal is tailored to the underlying trigger, giving your team relevant context, payment or chat history, and direct action options to resolve the issue.
1. Live Chat Flags (CSAT Feedback)
When an account is flagged for a low CSAT score, the modal focuses on customer service recovery and clearing up practice misunderstandings.
Context & Related History: The modal displays an AI summary detailing why the practice was dissatisfied, alongside a Related Live Chats section showing the exact chat thread. You can click directly into the chat transcript to review what was communicated.
AI Recommendation: SpecCheck AI outlines specific steps to close the loop with the customer, such as clarifying shipment statuses or tracking down delayed job items.
Resolution Actions:
Create a Live Chat & Notify ECP: Open a direct message with the practice to apologize, address their feedback, or provide an update on their order.
Remove Flag: Select this option and click Confirm once the issue has been addressed with the practice.
2. Lab Pay Flags (Failed Autopay)
When an account is flagged for a failed automatic payment, the modal prioritizes financial resolution and updating payment methods on file.
Context & Related History: The modal outlines the decline date and bank response code. Under Related Payments, click the See Failed Payments button to instantly view the practice's failed invoice and billing history.
AI Recommendation: SpecCheck AI provides tailored advice based on the bank failure reason, such as advising the practice to call their card issuer or verify their card details in their account settings.
Resolution Actions:
Create a Live Chat & Notify ECP: Send a quick direct message to the practice asking them to update their payment method or clear up the declined charge.
Remove Flag: Select this option and click Confirm after the practice updates their card details or settles the balance outside of autopay.
Conclusion
Flagged ECPs is a SpecCheck exclusive feature built to keep your lab proactive and connected with your customers. CSAT support feedback and failed autopay transactions are just the beginning, as we plan to introduce additional flag triggers in future updates to give you even greater visibility into account health.
Because Live Chat is a requirement to unlock Flagged ECPs, labs interested in enabling Live Chat on their account can reach out to [email protected] to get started!