Email guide: alerts and follow-ups

RepRocket sends two kinds of email for you. There are no email templates to design and no campaigns to schedule: the alert is written for you, and the follow-up is a message you write when you send it.

For the step-by-step settings, see Low-rating alerts and follow-up emails.

The sender

Every email comes from Rep Support, through the built-in mail service. The subject starts with the name of the place: the location's name, else the account's, else the funnel's. The product's name never appears in the sender or the subject, so the emails suit an agency's or a franchise's clients.

Low-rating alerts

Sent to: the addresses you set for each funnel in Recovery → Alerts. When none are set: the Admin owner, the people who work at that location, and the Admins (10 people at most).

Sent when: a customer leaves a rating under 4 stars and finishes the form, or within minutes if they leave part-way. If they finish after the first alert, an update follows.

Subject, for example: "Harbour Street Café: 2-star feedback from Sam", then "Harbour Street Café: Update on 2-star feedback".

Contains: the rating, what the customer wrote, how to reach them if they agreed to be contacted, and a link to open them in the recovery inbox.

Replying: a reply goes to the customer, if they agreed to be contacted.

The follow-up

Sent to: one customer you have resolved in Recovery, who left an email address and agreed to be contacted.

Written by: you. Press Send follow-up on the customer, write Your message (up to 1,500 characters), and send it. The funnel's review links are added after your message.

Subject, for example: "Harbour Street Café: A follow-up on your visit".

Replying: a reply goes to the person who sent it.

Limit: one follow-up per customer.

Writing a good follow-up

• Use their name, and say what you did about the problem.
• Keep it short: three or four sentences.
• Thank them for telling you.
• Do not ask for a good review or offer anything in exchange for one. The review links are already there; leave the choice to them.

Example:

Hi Sam, thank you for telling us about the wait on Saturday. We have added a second person at the counter at weekends, so it should not happen again. We hope to see you soon. Maria, Harbour Street Café

Making sure emails arrive

• Send yourself a test from Settings → Email. It goes to the address you sign in with.
• Ask your team to add the sender to their contacts, so alerts do not land in spam.
• If an alert could not be sent, the customer in Recovery shows "Alert email not sent", with the reason.

Emails about your account

Sign-up confirmation and password reset emails are sent separately by our sign-in service. See Password reset and account recovery.

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Need more help? Use Help → Chat with us in the dashboard, or email support@reprocket.app.