Question 1

SmartReply

Accepted Answer

Customer Feedback Centre uses the power of AI to help create thoughtful, personalised review responses with SmartReply. Save crafting a unique response every time. Stay in control with the ability to review and edit the response before submitting.

Log in to your Customer Feedback Centre account.

Select the desired location. If you only have one location you will automatically be on the Customer Activity screen.

Go to Customer Activity and find the review for which you’d like to respond.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/GFIgVh0cDA/SmartReply%201.png (SmartReply 1)

Pro tip: Filter reviews by “Not replied to”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/FM1JoCsTLv/SmartReply%202.png (SmartReply 2)

Click the “Manage” button on the right and select “Reply”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/ixxA68YTNK/SmartReply%203.png (SmartReply 3)

Click the “Smart Reply” button to create the AI-generated response to the given review.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/R5Hr4itAcX/SmartReply%204.png (SmartReply 4)

**NB: **Make sure to read the response. You can edit the response in the text box. Click “Submit” to send the response.

Pro tip: Note: Authorise Google or Facebook in Customer Feedback Centre to respond to Google & Facebook reviews, along with 1st party reviews with SmartReply.

Question 2

Reply to Facebook Recommendations

Accepted Answer

Once you have completed Facebook Authorisation you can reply to, edit, or delete replies to your Facebook Recommendations in Customer Activity. You can also respond to reviews via the Reviews Report and Success Report.

To reply to a Facebook Recommendation from within Customer Feedback Centre, follow these steps:

Log in to your Customer Feedback Centre account.

Complete Facebook Authorisation to enable the ability to reply to Facebook Recommendations via Customer Feedback Centre.

In Customer Activity, go to the Facebook Recommendation you wish to respond to. Click Manage, Select Edit and select Reply.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/OawDa6kKkT/Reply%20back%20to%20Facebook%28a%29.png (Reply back to Facebook(a))

Enter your reply under Review Response and click Submit.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/je22QGdsMe/Reply%20back%20to%20Facebook%20-2.png (Reply back to Facebook -2.png)

The reply will be posted publicly to Facebook and automatically be displayed in the Review Widget.

To view, edit, or delete a reply, go to the selected recommendation in Customer Activity and click the Replied tag or Manage > Edit.

Create Google Business Profile Authorisation for Customer Feedback Centre

To authorise your Google Business Profile account in Customer Feedback Centre, follow these steps:

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/kqiYpUa8Tu/Facebook%20authorisation.png (Facebook authorisation.png)

Click +Add Authorisation.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/2VK7lx09y3/Google%20authorisation.png (Google authorisation.png)

Select your Google account.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/KjMwcZJGrN/Google%20authorisation2.png (Google authorisation2.png)

Click Allow to give permission to Customer Feedback Centre to access the account. You can revoke permission at any time.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/IvDnFSloWm/Google%20authorisation3.png (Google authorisation3.png)

Click Close to exit the Success screen. You will see a label, Authorised, followed by the number of accounts and any issues. Select View Details for more information.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/zJ3wzNPFYe/Google%20authorisation4.png (Google authorisation4.png)

If someone else has the authorisations, then they can do this on your behalf by becoming a user inside your dashboard.

Just send us the following information so we can add them for you:

First Name
Last Name
Email address

Question 6

User Management

Accepted Answer

Log in to your Customer Feedback Centre account.

User Management allows you to easily manage all users from a single screen and is available from the user menu and can only be accessed by users who are Managers.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/CUQkggBqB1/User%20Management%201.jpg (User Management 1)

You can add or delete users and select a user to edit via User Management. Search for a specific user by name or filter users by location and role to quickly access the results you need.

Add User
Delete User
Edit User

Add User

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/g8XJV5dt8f/User%20Management%202.jpg (User Management 2)

Enter user details including name and email, select a user role , and assign locations. Click Create New User when finish

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/yb8L8Kt1Ej/User%20Management%203%28a%29.jpg (User Management 3(a))

An account verification email will be sent to the user including an activation link and password.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/dJifZiIQ6r/User%20Management%206.jpg (User Management 6)

Delete User

To delete a user from Customer Feedback Centre, follow these steps:

You must be the Account Manager to delete a user.

Log in to your Customer Feedback Centre account.

In the upper right corner, go to User Name > User Management. Then, select a user(s), click the Delete User button, and click OK to delete user(s).

Edit User

To edit a user in Customer Feedback Centre, follow these steps:

You must be the Account Manager to edit a user.

Log in to your Customer Feedback Centre account.

In the upper right corner, go to User Name > User Management. Find the user you wish to edit then click Actions > Edit Profile.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/CO6A1tEDHk/User%20Management%205.jpg (User Management 5)

Edit general information, user role, and assigned locations as needed and click Save Profile Changes.

For more information on User Roles and Permissions.

Question 7

Automatic Social Sharing

Accepted Answer

Social Sharing makes it easy to turn 1st- or 3rd-party reviews into social media content to post to Facebook, Google Posts, Twitter and Instagram. Set up an Automation and watch the reviews get automatically posted based on your set parameters.

Create a Social Sharing Automation

To create automation follow these steps:

Log in to your Customer Feedback Centre account. Select the desired location for this automation.
In the left-hand navigation bar under Publish select Social Sharing. Then click “Create Automation” under Automatic Social Sharing.

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The first thing you’ll do is Name your automation. This should be something that you remember what this Automation does, such as “5-star reviews on FB.” Click Next.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/Tenvfwj6fU/Automatic%20social%20share3.jpg (Automatic social share3.jpg)

In Step 2 you’ll select which Social Media channel you want to distribute your reviews on. Keep in mind, you’ll have to Authorise Social channels in your Settings (Google, Facebook, Twitter and Instagram) to share directly to them.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/skW8JCrFQk/Automatic%20social%20share4.jpg (Automatic social share4.jpg)

If a social channel is not available to select, complete or edit Authorisation Settings to enable.

To complete Authorisation Settings, follow these steps:

Facebook Authorisation

Google My Business Authorisation

Twitter Authorisation

Instagram Authorisation

Next you’ll be customising your themes for this specific automation. Step 3 will ask you to create a theme of background colours or images, text size, and text colour. You can select an existing theme, update an existing theme, or create a new theme.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/efefoOIb8n/Automatic%20social%20share5.jpg (Automatic social share5.jpg)

In Step 4, Review Source, you’ll be choosing the source of the reviews for this automation. For instance, if you’re sharing only 1st party reviews within this Automation check 1st Party.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/rHq3EkHOmN/Automatic%20social%20share6.jpg (Automatic social share6.jpg)

Next you’ll choose the rating threshold for which you’ll be sharing reviews. For instance, if you only want to show 5-star reviews then you’ll select 5 star.

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The last item is to select the max amount of posts you want to post per given period. Share Volume allows you to select how many posts you want to share in a given day or week.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/VF7lAhetYz/Automatic%20social%20share8.jpg (Automatic social share8.jpg)

Finally, click Save Automation.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/HikutzfBpv/Automatic%20social%20share9.jpg (Automatic social share9.jpg)

Note: At this time only one automation can be created per location.

Which reviews WILL be selected?

We choose the newest review (that meets our criteria to share) that hasn't been socially shared yet.
Review date is within the last week.
Review has textual content
Review has not been socially shared via Customer Feedback Centre previously (manual or automatic).
This is per location. If multiple locations monitor the same URL, each location could post the same review once each.

Which reviews WON’T be posted?

We do not post reviews that have no textual content
We do not post reviews from customers who opt-out of showing their review on the business' website
We do not post reviews that have been socially shared previously within that location
We ignore reviews older than one week to ensure we're sharing recent reviews.

If you need to View, Edit or Delete Automations simply go to your Social Sharing settings, find the appropriate Automation, and click Manage.

Question 8

Inbox

Accepted Answer

Inbox gives you the ability to create tickets and assign them to your team, provide templated responses, and track the progress of responses from within the Customer Feedback Centre. This allows your team to stay on top of your reputation and support. Think of it as your central hub for customer service. Let’s dive in and see how Inbox works.

There are two parts to this Userguide:

Log in to your Customer Feedback Centre account. Select the desired location for this automation.

SETUP

Before you assign a ticket, you’ll want to set up your settings to make things easier. Click “Inbox” in the left-hand menu. This option is visible on the Business Dashboard or Customer Activity Screen.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/m38tPE9qIl/Inbox%201.jpg (Inbox 1)

Click “Settings” on the right side of the screen.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/f4VpfKDtbv/Inbox%202.jpg (Inbox 2)

From the Settings screen, you can create Reply Templates, set Routing Rules, and set Notifications.
Create a Reply Template - Reply Templates give you easy-to-implement templates that make replying to customers more efficient.

A. Click “+Create Template”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/NXPEw7Y1VH/Inbox%203.jpg (Inbox 3)

B. In the box that appears, give your template a Name and provide written content for the template. When the template is to your liking, click “Save”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/EvLJUgG0PA/Inbox%204.jpg (Inbox 4)

C. You can view your Template(s) on the Settings screen. To Edit or Delete the Template, simply click “Manage”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/U4r6chPYUN/Inbox%205.jpg (Inbox 5)

Create Routing Rules - Routing Rules let you dictate which User Account should receive tickets automatically.

A. Click “+Create Rule”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/L1ipBvLBT4/Inbox%206.jpg (Inbox 6)

B. In the box that appears, give your Routing Rule a Name, select which User will receive the tickets, select the locations or labels the rule will be applied to, and set conditions. When the Rule is to your liking, click “Create”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xPNGZEwIZt/Inbox%207.jpg (Inbox 7)

C. You can view your Rule(s) on the Settings screen. To Edit or Delete the Rule, simply click “Manage”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/qmEuneq5jh/Inbox%208.jpg (Inbox 8)

Set Notifications - To send Notifications to the User to who the ticket is assigned or reassigned, use the Toggles in the Notifications section

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/HaWGPIiGsC/Inbox%209.jpg (Inbox 9)

You can always revisit this Settings screen if you want to create a new template, routing rule, or adjust notification settings.

MANAGEMENT

Once you’ve got your settings how you like them, navigate to the Customer Activity Screen. Find the feedback you’d like to create a ticket for. On the right-hand side of the screen, click “Manage”. From the dropdown menu, click “Create a Ticket”

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/icMJBbpcdv/Inbox%2010.jpg (Inbox 10)

On the Create a Ticket screen, you'll see information like the location, Business ID, Review Source, and Net Promoter Score. You'll see the customer name, their star rating, and the feedback they left. Use the "Assign to" drop-down menu to assign the ticket to the desired user.
Click "Create Ticket". You have two options: Create Ticket or Create Ticket and Reply.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/EAmvenoUho/Inbox%2011.jpg (Inbox 11)

A. If you click "Create Ticket", a ticket will be created. You will then see it on your inbox screen. Some of the things you'll see are the Ticket Number, Status (which can be New, Open, Replied, Closed, or New Reply on an Existing Ticket)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/OwesV3BGW9/Inbox%2012.jpg (Inbox 12)

To interact with that ticket, click the Manage button. Here you'll see Reply, View Customer Profile, Reassign, Change Status, or Close Ticket.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/22jYEAnUgx/Inbox%2013.jpg (Inbox 13)

B. If you click Create ticket and reply, you will get a modal that pops up. Allowing you to reply, you can use a Reply Template from your dropdown. You can also choose to add a signature to your response. Signatures can be created within the User Profile.

If you simply want to send a private email to the customer, click the checkbox. If this is unchecked, you will send an email response to the customer AND the response will be visible on your Review Widget and Tag Widgets.

You can also choose to close the ticket upon reply, or you can leave it open for further communication. Once you're happy with the response, click "Submit"

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xd26oUgtOS/Inbox%2014.jpg (Inbox 14)

Now we see that this customer has been replied to with our key.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/7HPCIwgaRB/Inbox%2015.jpg (Inbox 15)

By clicking "Manage" on that ticket, you'll see options to reassign a ticket, change

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/JRYiYB9yzz/Inbox%2016.jpg (Inbox 16)

the status manually, or close the ticket.

If you choose to reassign you'll get a drop-down menu with all available users.

If you change the status, you'll be able to change it to one of the statuses available in the drop-down menu.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/UnEN4pGzxB/Inbox%2017.jpg (Inbox 17)

And if you close the ticket, you'll see that your tickets been closed and it will no longer show in your Inbox.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/64P8hgl1C7/Inbox%2018.jpg (Inbox 18)

Closed tickets are available using the filtering options. You'll see you can filter by status, net promoter score, and star Now we'll see if we filter by closed we see that that ticket has been closed.

Question 9

How to edit My Profile

Accepted Answer

Log in to your Customer Feedback Centre account.

UPLOAD MY PROFILE PHOTO

Click the person icon or your name in the top right hand corner

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/jzO5TuO9fd/How%20to%20edit%20My%20Profile%201-b.jpg (How to edit My Profile 1-b)

Click on My Profile

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xyEg4dfedC/How%20to%20edit%20My%20Profile%202-a.jpg (How to edit My Profile 2-a)

Click on upload photo

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/vmWTQWY7Dr/How%20to%20edit%20My%20Profile%203-a.jpg (How to edit My Profile 3-a)

Select your photo from your computer

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/dlTEIjUrM3/How%20to%20edit%20My%20Profile%203a-a.jpg (How to edit My Profile 3a-a)

Click save profile changes

HOW TO ADD A SIGNATURE

Click the person icon or your name in the top right hand corner

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/jzO5TuO9fd/How%20to%20edit%20My%20Profile%201-b.jpg (How to edit My Profile 1-b)

Click on My Profile

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/xyEg4dfedC/How%20to%20edit%20My%20Profile%202-a.jpg (How to edit My Profile 2-a)

Click inside reply signature box

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/TujybdCLDv/How%20to%20edit%20My%20Profile%204-a.jpg (How to edit My Profile 4-a)

Add wording

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/MqQorH1eXb/How%20to%20edit%20My%20Profile%205-a.jpg (How to edit My Profile 5-a)

Click save profile changes

Question 10

Instagram Authorisation

Accepted Answer

Before you begin...

Users

To post to your Instagram account directly from Customer Feedback Centre, you will need to authorise the account first. Because Instagram Authorisation is at the user level, each user that wishes to post directly to Instagram will need to complete this step. The Instagram account on which you would like to post must be connected to the Facebook account that is authorised in Customer Feedback Centre.

To complete Instagram Authorisation for Customer Feedback Centre, follow these steps:

Log in to your Customer Feedback Centre account.
Go to Publish > Social Sharing in the left-hand navigation bar.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/EO7MA4rOij/Instagram%20Authorisation%201.jpg (Instagram Authorisation 1.jpg)

Click Connect on the line for Instagram.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/YUAgatT4Aq/Instagram%20Authorisation%202.jpg (Instagram Authorisation 2 (1).jpg)

You will arrive at the Authorisation Settings page. Click “Log in with Facebook”. Log in or verify your identity to continue.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/tPNSTpLNRj/Instagram%20Authorisation%203.jpg (Instagram Authorisation 3.jpg)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/LOir7LaxgL/Instagram%20Authorisation%204.jpg (Instagram Authorisation 4.jpg)

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Review the permissions granted to Customer Feedback Centre. Click Done.

You have now linked Customer Feedback Centre to Instagram via Facebook to successfully complete Instagram Authorisation. Click OK.

When the Facebook Authorisation set-up wizard has been completed, you will be returned to Customer Feedback Centre to view a summary. Review and click Done.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/tjPaSVZEuE/Instagram%20Authorisation%206.jpg (Instagram Authorisation 6.jpg)

If you have added a location to your account and wish to complete Facebook Authorisation for the new location, repeat the process.

SmartReply

Reply to Facebook Recommendations

Five-Star Rating in Request Modes

Reply to Google Reviews

Google Business Profile Authorisation

User Management

Automatic Social Sharing

Inbox

How to edit My Profile

Instagram Authorisation