Feedback Reply

We encourage you to interact with your customers or employees by using the reply function in the Feedback Detail. The only requirement for a successful reply is to have either the email or phone number of the customer/employee who left the feedback (requested feedback only).

There are three options available for handling feedback replies:

1. Auto-reply
Auto-replies allow you to effortlessly interact with your customers after they leave feedback. To save managers time from creating custom replies constantly, a set of automatic responses can be created and conditioned afterwards.
Learn more about Autoreply Templates here.

2. Predefined answers
Help you interact with your customers in a semi-automated way after they leave feedback. To save managers time from constantly creating custom replies, a set of predefined answers can be created. Managers can easily choose from this list and send a response within a few clicks. Simply click on the message icon in the reply input field and select the autoreply you wish to use. Learn more about Predefined Answers here.

3. Custom reply
Click on the “Reply” part of the feedback detail or the reply icon, and start typing your message in the reply input field. There is no limit on the number of characters, but there is a minimum of 5 characters required to send the reply. Confirm and send your reply via the “Send” button.

⚠️ Please note that once you send a reply through any option, you cannot undo it.

However, you can send an additional reply at any time. The customer/employee who left the feedback will be notified via email or SMS after every reply sent. By default, customers/employees can react (reply) to any reply option, and the owner is notified via email afterwards.
New notifications are also stored in the main navigation under the “message bubbles” icon. You can access any specific feedback with new replies by clicking on the relevant notification.

4. AI Feedback Responder
Deliver personalised, tailored responses to customer feedback – at scale – while saving time and resources. This feature generates responses based on predefined rules, tone of voice, and business guidelines. With assisted (human review) and fully autonomous modes, this AI-powered solution strengthens customer relationships through continuous engagement, responding naturally and empathetically across multiple languages.

🚀 AI Feedback Responder is not a default part of the platform. If you are interested in this feature, please contact your CSM or our Support team via [email protected].

Regardless of the option you use, all your replies are highlighted in green. This colour helps you easily differentiate them from notes, which are yellow, and internal discussions, which are blue.