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Configure Private Customer Feedback

Private feedback lets a customer describe a lower-rating experience directly to the business. It is stored with the QR rating and also recorded in the customer feedback/survey system.

Configure rating routing

Section titled “Configure rating routing”
Set the private-feedback threshold
  1. Open Settings → Reviews & Reputation.
  2. Turn on Enable Private Feedback Filtering.
  3. Under Minimum Rating to Redirect to Google, choose Only 5-star reviews, 4 stars and above or 3 stars and above.
  4. Confirm the business-level Google Review URL.
  5. Save and test a rating below and at the threshold.

With filtering on, a rating below the threshold opens private feedback. A rating meeting the threshold enters the AI/Google journey only when the required business-level Google URL exists.

What the customer can submit

Section titled “What the customer can submit”

The private form requires a feedback message and can collect optional name, mobile number and email. The customer can also indicate whether the business may contact them. Feedback becomes available in Private Feedback and related CRM feedback records.

The current Private Feedback page is a review workspace, not a public reply or messaging tool. If follow-up is appropriate, use the customer’s consent and an approved service channel.

Handle feedback safely

Section titled “Handle feedback safely”
  • Limit access to staff who need it.
  • Treat contact details and comments as confidential customer data.
  • Acknowledge the issue without arguing about the rating.
  • Contact the customer only when they provided details and permitted follow-up.
  • Record operational remediation without copying sensitive comments into unrelated notes.

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