Feedback, testimonials and alerts

What happens after a scan: the inbox, approving testimonials, the emails you get, and exports.

Every scan lands somewhere in the dashboard. This page is the daily routine: what arrives, where, and what to do with it.

Private feedback

A 1–3 star rating with a message lands on the client's Private feedback tab, with the technician, the time, and the call-back number or email if the customer left one. Unread messages show as a badge on Clients and on the tab. Press Mark read once you have seen it and Resolve once the owner has dealt with it; resolved messages drop off the client's report. Delete removes the message and its scan for good, which is what a customer's removal request requires. Nothing on this tab is ever published.

Testimonials

A 4–5 star rating with a testimonial and the consent box ticked lands on the Testimonials tab. Nothing shows on the wall or in the widget until you press Approve. Hide takes one down again and Delete removes it for good. The text is never edited.

Some testimonials are held back automatically because they look like profanity, a slur, a threat, an advert or contain a phone number. The tab says why. Read it; if it is a genuine customer's words, press Publish anyway.

Alert emails

Each new message and testimonial sends you an email. By default it goes to your login address once that address is confirmed. On Account, under Feedback and testimonial alerts, you can list up to three addresses instead, or switch alerts off. Each address gets at most 20 a day; after that, one digest a day, and the badge in the dashboard does the rest.

A client who wants their own copy: set Notify this client at in the client's Settings. Their email leaves out the customer's contact details and links to their report instead of your dashboard. Your own test scans never send an alert to anyone.

Test scans

Scans that come from you are tagged as tests: they do not count in stats, on the leaderboard or in the client's report, and they send no alerts. A scan is a test when it comes from the test QR code on the Overview checklist, or from a device that has logged in to your dashboard in the last 30 days. Anything else you know was you, press This was me next to it in the activity feed.

Removal requests

US consumer-protection rules require a way for a customer to ask for a published testimonial to be taken down. An address is printed under every testimonial wall and widget: the client's Email for testimonial removal requests from their settings, or your agency Support email from Branding when that is empty. When a request arrives, delete the testimonial.

Export and the report

Widget & links has Download feedback and testimonials (CSV): date, kind, rating, technician, name, comment, contact and status, up to 5,000 of each kind. Unlike the client report link, the CSV includes customers' contact details, so treat it like the inbox. The report link shows open feedback without contact details, approved testimonials, the leaderboard and the rating chart.