How to Respond to Feedback and Add Feedback to Screens - Dashboard

TextandTell gives you the power to respond to your customer feedback.

Our Screen feature allows you to display these communications onsite.

Best practice: Respond to feedback directly first, then set your screen response.

Touchwork Feedback Dashboard

The Touchwork Feedback Dashboard provides different views for your customer feedback.

Your feedback may be organized into two views: Text Feedback Listing and Web Feedback Listing. 

The following instructions apply to all views.

An instance of customer feedback:

To respond to feedback we will be using the MOD or "Moderation" column.

Click on the Respond icon (the person wearing a headset)

The following messaging portal will appear:

The following options are available in the messaging portal.

The Send Email to [CUSTOMER] option is only available when the customer has provided an email address.

We suggest responding to customer feedback directly first. 

Enter your direct response to the customer.

KEEP IN MIND THAT GIF FUNCTIONALITY IS ONLY AVAILABLE FOR SCREEN RESPONSES. 

When your message is ready, select Send SMS to Student.

You will see the following pop-up, press OK.

Once your message sending is complete. You will see the following notification:

If you are only responding directly to the customer. Congrats! You're all set!

If you want to save a Screen response, follow the next steps:

Screen responses are set by selecting the Save as Screen Response button.




To set the same message as a screen response, simply click the Save as Screen Response button.

You also have the ability to set a different screen response. Simply edit the message within the Message Content box.

GIFS are available for Screen responses. 

To add a GIF, select the Insert Image text and find your GIF through the search function.

When your screen response is ready, select Save as Screen Response. You will see a notification message: SAVED SCREEN REPLY MESSAGE. 

Now this feedback needs to be added to the Screen.

Exit the messaging portal by clicking the Close Window button, the exit (X) button, or simply clicking outside of the portal.

Click on the Screen icon next to the Respond icon for the feedback:

When clicking on the Screen icon, you will get a dropdown with two options: SCREEN AND REJECT. Choose the Screen option to add the response to the screen.

When saved, a green checkmark will appear on the screen icon. 

Congrats! You've responded to the customer and saved this response to the Screen.