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Read and answer private feedback

Everything customers write to you privately lands under Feedback. Here is how to keep track, reply by email and note what is done.

  1. Step 1:

    Click “Feedback” on the left. The number next to it shows how much new feedback there is. At the top you filter by All, New, In progress and Done.

    Feedback: all private messages with stars, name, date and status, with the New, In progress and Done filters at the top.
  2. Step 2:

    Click a message. You see the stars, the text and the contact details the customer left.

  3. Step 3:

    Under “Reply by email” there is a draft you can adjust. “Send reply” sends it to the customer. If they left no email address, the page tells you, and you get in touch another way.

  4. Step 4:

    Change the status and add a note if you like. Notes are only visible to your team.

Good to know

  • Private feedback is never public. It doesn't appear on any review site.
  • Staff see feedback for the locations they look after.
  • With several locations, Feedback shows the chosen location. New feedback at another location is announced at the top, with “Switch there”.
  • You choose the form's fields under Review page, Form: first name, last name, email and phone, each Required, Optional or Off. The message is always part of it.