Question 1

TextBack (Customer-Activated Reviews via Text)

Accepted Answer

TextBack gives customers the ability to enter a business's feedback request process using their mobile phone. By sending a keyword text to the business's SMS number, the customer triggers an auto-reply message from the business. The auto-reply includes a link to the business's selected Request Mode the customer clicks in order to complete the feedback request.

Who can use TextBack?
Activate TextBack
Edit TextBack Settings
Test TextBack

Who can use TextBack?

TextBack requires SMS credits (1 credit per keyword text) and is available for locations on the Pro plan or higher.

Local TextBack numbers are currently supported in:

US
Canada
UK
Poland

In all other countries, US-based TextBack numbers will be provided.

Messaging rates and data charges from a customer's carrier will apply.

Activate TextBack

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to activate TextBack for from the Business Dashboard.

From the menu go to Requests > TextBack.

Click the Activate TextBack toggle to ON to activate TextBack.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/NsyUxbxbNC/Text%20Back.jpg (Text Back.jpg)

Select your country >

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/Z8T7Vm7nUv/Text%20Back2.png (Text Back2.png)

Select your area code >

Please note: your area code may not be listed at present within the list, please choose a code nearest to your area code

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/MqaRRjB7oz/Text%20Back3.png (Text Back3.png)

Edit TextBack Settings

To edit TextBack Settings, follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to edit TextBack settings for from the Business Dashboard.

If you have SMS Requests enabled, your TextBack number will be set to the same number as SMS Requests. If you edit the TextBack number, you will also change the SMS sender number for this location.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/PHbdgZsatq/Text%20Back4.png (Text Back4.png)

The default keyword to activate TextBack is "feedback". Click + Add keyword to add a keyword. If you wish to remove a keyword, uncheck the box.

Keywords can be texted as a single word or as part of a phrase or sentence to activate TextBack. If multiple keywords are checked, any one of the keywords will trigger TextBack.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/AdAQ5kQMlQ/Text%20Back5.png (Text Back5.png)

Edit the auto-reply message including up to 126 characters.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/3An0yAxzu4/Text%20Back6.png (Text Back6.png)

The link (Feedback URL) is automatically formatted and included in the auto-reply.

Review the selected settings via the sample image on the right and click SAVE Settings at the bottom of the page when complete.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/kGcBbhInl5/Text%20Back7%28c%29.png (Text Back7(c).png)

TextBack is complete and ready for customer use.

Test TextBack

To test TextBack, follow these steps:

From a mobile phone, create a new message.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/VAefHSoO3Y/Text%20Back8%28c%29.png (Text Back8(c).png)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/YdWlORcFCl/Text%20Back9%28a%29.png (Text Back9(a).png)

Once you receive the auto-reply, click the link to go to the Feedback Landing Page. To edit the Feedback Landing Page log in to your Customer Feedback Centre account and go to Settings > Request Modes.

Question 2

Editing TextBack

Accepted Answer

Edit TextBack Settings

To edit TextBack Settings, follow these steps:

Log in to your Customer Feedback Centre account.

If you have multiple locations, select the location you would like to edit TextBack settings for from the Business Dashboard.

If you have SMS Requests enabled, your TextBack number will be set to the same number as SMS Requests. If you edit the TextBack number, you will also change the SMS sender number for this location.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/PHbdgZsatq/Text%20Back4.png (Text Back4.png)

The default keyword to activate TextBack is "feedback". Click + Add keyword to add a keyword. If you wish to remove a keyword, uncheck the box.

Keywords can be texted as a single word or as part of a phrase or sentence to activate TextBack. If multiple keywords are checked, any one of the keywords will trigger TextBack.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/AdAQ5kQMlQ/Text%20Back5.png (Text Back5.png)

Edit the auto-reply message including up to 126 characters.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/3An0yAxzu4/Text%20Back6.png (Text Back6.png)

The link (Feedback URL) is automatically formatted and included in the auto-reply.

Review the selected settings via the sample image on the right and click SAVE Settings at the bottom of the page when complete.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/kGcBbhInl5/Text%20Back7%28c%29.png (Text Back7(c).png)

TextBack is complete and ready for customer use.

Test TextBack

To test TextBack, follow these steps:

From a mobile phone, create a new message.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/VAefHSoO3Y/Text%20Back8%28c%29.png (Text Back8(c).png)

Send a message including the selected keyword to activate TextBack. To view your selected keyword, log in to your Customer Feedback Centre account and go to Requests > TextBack for the location you wish to test.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/YdWlORcFCl/Text%20Back9%28a%29.png (Text Back9(a).png)

Once you receive the auto-reply, click the link to go to the Feedback Landing Page. To edit the Feedback Landing Page log in to your Customer Feedback Centre account and go to Settings > Request Modes.

Question 3

SMS Requests

Accepted Answer

Login to your Customer Feedback Centre

Send a feedback request to your customer via text message using SMS Requests. The text includes a link to your selected Request Mode that the customer can click to complete the feedback process.

SMS Request

A Reminder Email can be sent to customers who receive an SMS Request but do not reply.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/0CHr9WZKmA/SMS%20Request.png (SMS Request.png)

SMS Request (Short Message Service)

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/CY2o7y5xyh/SMS%20Request2.png (SMS Request2.png)

Example of an SMS Request including a link to complete the feedback request.

SMS requests are text only

PRO TIP: