Comments and Documents

The grievance management system integrates advanced collaboration features: threaded comments and document management.

Comments

Comments allow agents to collaborate and document complaint processing.

Comment Types

Type	Icon	Visibility	Usage
Internal	Lock	Team only	Internal discussions, confidential notes
Public	Globe	Includes complainant	Responses to complainant, follow-up
System	Robot	Everyone	Auto-generated (escalation, status change)

┌─────────────────────────────────────────────────────────────────┐
│                    COMMENT THREAD                               │
├─────────────────────────────────────────────────────────────────┤
│                                                                  │
│  ┌────────────────────────────────────────────────────────────┐ │
│  │ 🔒 INTERNAL - M. Mendes (Agent) - 03/15/2026 10:30         │ │
│  │ I verified the case. The beneficiary is right, the         │ │
│  │ payment was not made.                                      │ │
│  └────────────────────────────────────────────────────────────┘ │
│       │                                                          │
│       └──┬───────────────────────────────────────────────────┐  │
│          │ 🔒 INTERNAL - Ms Silva (Supervisor) - 10:45       │  │
│          │ @M.Mendes Thank you for verifying. Proceed        │  │
│          │ with the reimbursement.                           │  │
│          └───────────────────────────────────────────────────┘  │
│                                                                  │
│  ┌────────────────────────────────────────────────────────────┐ │
│  │ 🌐 PUBLIC - M. Mendes (Agent) - 03/15/2026 11:00           │ │
│  │ Dear Mr. Diallo, your complaint has been validated. The    │ │
│  │ payment will be made within 48 hours.                      │ │
│  └────────────────────────────────────────────────────────────┘ │
│                                                                  │
│  ┌────────────────────────────────────────────────────────────┐ │
│  │ 🤖 SYSTEM - 03/15/2026 11:05                               │ │
│  │ Complaint changed to "Resolved" status                     │ │
│  └────────────────────────────────────────────────────────────┘ │
│                                                                  │
└─────────────────────────────────────────────────────────────────┘

Adding a Comment

1. Open the complaint detail
2. Scroll to the Comments section
3. Select the type (Internal or Public)
4. Write your comment
5. Click Send

Replying to a Comment

1. Click Reply under the comment
2. Write your reply
3. The reply appears indented under the parent comment

Mentioning a Colleague

Use @ followed by the name to mention someone:

@Marie.Silva could you verify this case?

The mentioned person will receive a notification.

Editing a Comment

1. Click the edit icon (pencil) on your comment
2. Modify the text
3. Save

History

Edited comments display "Edited" with the modification timestamp.

Deleting a Comment

1. Click the delete icon (trash)
2. Confirm deletion

Soft Delete

Deleted comments are hidden but preserved in history for traceability.

Documents

Document management allows attaching supporting documents to complaints.

Document Types

Type	Description	Examples
Supporting	Supporting document	Receipt, certificate
Photo	Image or capture	Screenshot, field photo
Report	Summary document	Investigation report
Other	Miscellaneous document	Any other type

Adding a Document

Method 1: Drag and Drop

1. Open the Documents section
2. Drag a file to the drop zone
3. The file is automatically uploaded

Method 2: Selection

1. Click Add a document
2. Select the file
3. Fill in the information:

Field	Description
Type	Supporting, Photo, Report, Other
Description	Document description
Confidential	Check if restricted access

4. Click Upload

Confidential Documents

Documents marked as confidential:

• Are visible only to supervisors
• Display a lock icon
• Are not accessible to standard agents

Use this option for:

• Sensitive documents (SEA/SH)
• Identity documents
• Legal documents

Previewing a Document

1. Click on the thumbnail (for images)
2. Or click View to open

Downloading a Document

1. Click the download icon
2. The file is downloaded to your device

Deleting a Document

1. Click the delete icon
2. Confirm

Soft Delete

Like comments, deleted documents are preserved for traceability.

Accepted Formats

Images

Format	Extension
JPEG	.jpg, .jpeg
PNG	.png
GIF	.gif
WebP	.webp

Documents

Format	Extension
PDF	.pdf
Word	.doc, .docx
Excel	.xls, .xlsx
Text	.txt

Limits

Limit	Value
Max size per file	10 MB
Total per complaint	50 MB
Max number of files	20

Best Practices

Comments

1. Be factual: Avoid personal opinions
2. Document everything: Each action should be tracked
3. Use the right type: Internal for discussions, Public for communication
4. Mention people: Use @ to notify
5. Review before sending: Public comments are visible to the complainant

Documents

1. Name clearly: Use descriptive names
2. Choose the right type: Facilitates classification
3. Mark confidential if needed: Protect sensitive data
4. Check quality: Images should be readable
5. Compress if large: Respect size limits

Permissions

Comments

Action	Permission
View comments	plaintes.view
Add a comment	plaintes.comment
Edit your comments	Author only
Delete your comments	Author or supervisor
View internal comments	Team member

Documents

Action	Permission
View documents	plaintes.view
Add a document	plaintes.document_upload
Download	plaintes.view
Delete	Author or supervisor
View confidential documents	Supervisor