Understanding Review Platform Settings

The Settings section of the platform has additional options to help you customize the feedback process.

Feedback Settings

In your Platform Sidebar, click "SETTINGS" > "FEEDBACK SETTINGS"

• Feedback Request Sender Email (From) – What email address do you want the feedback request emails to appear they are coming from?
  
  
• Repeat Customer Feedback – You may have repeat customers and you may want to ensure that the same person does not get added to the feedback request workflow more than once in a certain amount of time. This can be set to any number of days between 1-365.
  
  
• Default Send Method – Sometimes you may import or add a customer with both email and phone number. In these cases, this setting tells the system what your preferred default send method is for review requests (if the individual customer doesn’t have one set).
  
  
• Feedback Rating Type – Do you want customers to rate you on a scale of 1-10 or 1-5 Stars?
  
  
• Positive Feedback Page Threshold – We set the default at “7”, meaning all customers rating you a “7” or higher will receive the positive experience content, while those rating you a “6” or lower will receive an apology and negative experience content. But this can be customized to whatever threshold you’re comfortable with.
  
  
• Feedback URL – This short link can be used to land customers directly on your feedback page. Many businesses include this link on a web page, in their email signature, on printed postcards, or any existing communications they already have going out to your customers.

Notification Settings

In your Platform Sidebar, click "SETTINGS" > "NOTIFICATIONS"

Basic settings have been “pre-checked” for you on this page. Let’s cover the ones we have selected by default:

• Under 1st Party Reviews, 3-Party Reviews and Google Questions and Answers, both MANAGER and TEAM MEMBER roles are turned on. This means that you and any other staff members you add to the account will receive a notification when you receive a positive or negative review directly or via a third-party online review site. You’ll also receive a notification if someone asks a question through your Google Business Profile.
  
  
• Under Requests Complete Reminder and No Requests Sent Reminder, both MANAGER and TEAM MEMBER roles are turned on. This means that you and any other staff members you add to the account will receive a notification when the platform works its way through a recent customer import list or has not sent out any review requests over the last 30 days.
  
  
• Under Report Delivery, by default, the ONLINE REVIEW REPORT and PERFORMANCE REPORT is turned on for MANAGER and TEAM MEMBER roles on a monthly basis.

All notifications can be customized as needed.