Low-rating alerts and follow-up emails

RepRocket sends two kinds of email for you: an alert to your team when a low rating arrives, and a follow-up you can send to a customer once things are put right. There is nothing to set up. Every email goes out through the built-in mail service.

RepRocket is not an email marketing tool. It does not send campaigns or newsletters. To ask customers for a rating by email, paste your funnel's link into the emails you already send. See How to share your funnel with a link or QR code.

Who the emails come from

Every email is sent from Rep Support. The subject starts with the name of the place: the location's name, else the account's, else the funnel's. RepRocket's name is never in the sender or the subject, so the emails suit an agency's clients too.

Replies still reach the right person:

• A reply to an alert goes to the customer, if they agreed to be contacted.
• A reply to a follow-up goes to the person who sent it.

Low-rating alerts

When a customer leaves a low rating, an alert is sent within a minute or so. For example:

• "Harbour Street Café: 2-star feedback from Sam"
• "Harbour Street Café: Update on 2-star feedback", when the customer finishes the form after the first alert.

The alert has 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.

Choose who gets alerts

1. Open Recovery in the rail.
2. Press Alerts.
3. For each funnel, turn alerts on or off, and enter the addresses they go to. Separate several addresses with commas.
4. Press Save alerts.

When you add no one, alerts go to the account's Admin owner, the people who work at that location, and the account's Admins (10 people at most).

The follow-up email

Once you have dealt with a customer's problem, you can send them one follow-up email with your review links.

1. In Recovery, open the customer.
2. Press Resolve.
3. Press Send follow-up. Write or change Your message; the funnel's review links are added after it.
4. Press Send follow-up in the dialog. It can be sent once.

The follow-up can only be sent to a customer who left an email address and agreed to be contacted. Its subject is, for example, "Harbour Street Café: A follow-up on your visit".

Check that emails arrive

1. Open Settings → Email.
2. Under Send a test, press Send test email. It goes to the email address you sign in with.
3. If it does not arrive within a minute, check the spam folder.

To test an alert, open one of your funnels on your phone and leave a 2-star rating with a comment. If the alert is not sent, the recovery inbox shows "Alert email not sent" on that customer, with the reason.

Emails about your account

Sign-in emails, such as email confirmation and password reset, are sent separately. See Password reset and account recovery.

Related articles

• How a funnel routes customers by rating
• How to share your funnel with a link or QR code
• Why a rating is not showing in the dashboard

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