Inbox

The Inbox is the central place to view and manage all of your customer feedback. From here, you can:

• See every incoming message in one feed

• Open items to view details

• Reply directly to customers

• Close cases when resolved

Open vs. Closed Feedback

• Open → Feedback that still requires attention or is not yet resolved.

• Closed → Feedback that has been fully handled and marked as complete.

You can switch between Open and Closed views using the filter at the top of the feed. If you reply, the case will be closed automatically.

Feedback Details

When you click on a specific customer feedback item from the feed, you can see the case in more detail:

1. Full feedback message (thread)
2. Current status (Open or Closed)
3. Priority ('red flagged' or not)
4. Sentiment score
5. Associated location
6. Due date (if you set one)
7. Internal comments (for team communication)
8. Activity log (history of changes and actions)

Tags 

For each case, tags are automatically assigned, with a sentiment. These are visible above the customer feedback. The tags are managed by admins in the Settings page. These tags will be used to feed the dashboards. You can always manually correct, add or remove tags. This will learn the Tagging algorithm to make better predictions in the future.

You can filter by:

• Date Range

• Channel

• Sentiment score

• Urgency

• Location

• Tags

You can export customer feedback to a CSV file with one click. You can select the desired period. (Export size is limited to 10,000 cases).

• From the feedback detail view: click Close at the top of the screen.
• From the list view: hover over the item and click the checkmark.

• Hover over the item and click the trash bin icon.

Create a response:

• Manual Response: Type your reply directly into the text box and send.
• AI-Powered Response: Click Generate to let one of your Response Agents draft a reply for you.

Improve a response:

You can adjust a drafted reply manually or use the Improve button, which offers options such as:

• Change tone

• Enforce Smart Snippet

• Proofread

• Shorten or expand

• Translate

• Add a custom instruction (Other)