WHAT IS DIRECT FEEDBACK?

When you send a review request to your customers, they have the option to leave a public review for you on one of the review sites mentioned in the request email/text or send you a private message by clicking on the 'Contact us directly' button.

Let's say the customer decides to click on the 'Contact us directly' button and sends you a private message. 

This message comes to you as an alert if you have subscribed to alerts. In addition, the messages also get added to the 'Reviews' tab within your Birdeye dashboard. Since this is private feedback from your customer and not a public review - we call this 'Direct Feedback'. You can add tags to these for easy retrieval of the same theme feedback.

RESPONDING TO DIRECT FEEDBACK 

You can respond to 'Direct Feedback' from your customers, just as you respond to public reviews. To respond, simply click on the 'Reply' button at the bottom of the feedback message. 

Once you click on the 'Reply' button, you can type in a custom response or select a response template already set up within your Birdeye account. After you have entered your response, click on the 'Post reply' button.

USING FILTER SETTINGS

If you wish to see only 'Direct Feedback' messages, click on the 'Review Source' drop-down menu on the filter panel. 

Then uncheck the 'Select all' option, select the 'Direct Feedback' option and click on the 'Apply' button.

All the 'Direct Feedback' messages will be now visible on the screen.