Follow up a Low Feedback Score

1. 1

   Open the answer from the alert or the bell, or go to ConsoleFeedback and open Follow-up.

2. 2
   Select I'll take it, so your colleagues know it's yours.
3. 3
   If they asked to be contacted, call or write to them using the details shown.
4. 4

   Write what you did and select Add note, then set the status: To call back, Called back, Resolved or No action needed.

5. 5
   If they asked for a reply, write it and select Send reply.

Everything done is kept with the answer.

Good to Know

• An answer at or below the survey's low score waits in Follow-up.
• The reply goes in your organisation's name on the channel they answered on. Keep it to what they told you: no offers.
• Follow-up statuses and notes start on Starter. On Free, Owners and Admins get an email alert for a low score.

If Something Goes Wrong

• There's no way to contact them. They didn't ask to be contacted. Their details may be on the visit, for people who can see it.
• Someone else already took it. Their name shows on the answer. Talk to them before you call.
• Nothing is waiting. "Everything followed up" means every low score has a status.