Replying to feedback - Social networks

Feedback allows you to reply to feedback from social networks. When feedback forwarding is activated on your account, feedback is are displayed on the Customer Relationship page (see Customer Relationship).

Depending on the settings defined, each item of feedback may or may not be on alert (see Alert management).

Replying to feedback

The “Reply to feedback” feature is only available if the “url” metadata is filled in. Processing by “Internal score” is still available. The other two processing modes (by email or phone) are only displayed if the customer’s email or phone has been provided, which is not generally the case on social networks.

By clicking on “Reply to feedback”, the url contained in the “url” field opens in a new tab. You can then respond directly to the feedback (you must already be connected to the network from which the feedback originated).

When you click on “Reply to feedback”, the status of the alert is changed from “To be processed” to “In progress”.

Note: if you click on “Reply to feedback” for an item of feedback that is not on alert, the tab opens directly with the specified url but the status of the card is not modified.

Viewing the reply in Feedback

The public reply to the feedback is forwarded to Feedback no later than 24 hours after publication of the reply (via the Post Experience API). The reply is then displayed directly in the customer card, in the same way as an internal score.

If the feedback was on alert (“To be processed” or “In progress” status), the status of the card changes to “Processed”.

If the feedback was not on alert, the reply is displayed but the status of the card is not changed.