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

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.

If assigned, you will receive notifications when customer feedback is received. You can respond directly and set your screen responses from this notification.

From your email or text notification, select the feedback link to open a messaging portal: 

The messaging portal will prompt you to log-in to respond to the customer feedback. 

Your view may be different based off of your company branding. 

Go ahead and log-in if needed. 

When logged in, you will have the options to change your Screen Moderation Status (screen response) and your Communications (direct response)


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

To respond directly to the customer, select the Respond button within the Communications section.

After selecting the Respond button, a Message Content text box will appear. 

Enter your response into the Message Content text box. Keep in mind that SMS does not support GIF functionality.

When your message is ready, select Send SMS. You will get the following pop-up, press OK.

If your response was sent successfully, you will see the following message.

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:

From the same portal, select the Change button in the Screen Moderation Status section. 

A second Message Content (Screen Response)Within text box will drop down.

Feel free to copy and paste your direct response as the screen response or enter a whole new message altogether. It's up to you!

KEEP IN MIND THAT SCREEN RESPONSES DO HAVE GIF FUNCTIONALITY.

Now that our response is ready, let's make sure your customers can see this feedback on Screen. 

In the Screen Moderation Status section, click on the dropdown next NEW STATUS. This will reveal a dropdown with SCREEN and REJECT.

Select Show on Screen.

Our screen response is ready and we have set the Screen Moderation Status to Show on Screen.

Select SAVE to set your Screen Response.

 Your Screen Moderation Status should be Show on Screen and your Screen Response will be set. 

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