Review feedback and prepare a reply

Review the inbox

1. Open Feedback. Check the period, rating and customer filters offered by the view.
2. Open the relevant response and read both the rating and comment. Review the correct customer/visit when follow-up needs context.
3. Decide who will handle the issue. Keep notes factual and do not publish the customer's contact or visit details.

Prepare an SMS reply when available

1. For an unresolved response with an eligible phone, open Generate AI Reply when the owner action is available.
2. Choose the supported tone and read the entire suggestion. The AI prepares a draft; it does not send it automatically.
3. Edit names, promises and the proposed resolution. If generation fails, write the draft manually in the same supported box.
4. Check the final length/segments, Token estimate, balance and recipient. The reply editor's limits are separate from Marketing campaign limits.
5. Select Send SMS & Resolve only after you are satisfied and intend to send to that customer.
6. Watch the result. Sending is still processing; Resolved follows provider acceptance, while a send failure leaves work to review. Acceptance is not proof the customer read or accepted your resolution.

Pending requests and blocked replies

Use the pending requests view when available to find invitations without a response. Check Message History rather than repeatedly inviting the same customer. If a phone is missing, invalid or opted out, verify it or follow up through an appropriate alternative. Do not bypass opt-out to resolve a row.

After follow-up

Record the actual action taken and share service improvements with the relevant team member. Do not trade a reward for changing or deleting a public review. If the balance is insufficient, add Tokens through SMS Tokens and check the current response before trying any new send.