Customers can reply directly to your SMS message, instead of clicking the Leave Feedback URL. Their SMS reply will be captured in the Reputation Builder. Please be aware that because no NPS score was given, the feedback does not meet Schema Markup requirements, and therefore can't be displayed in your Review Widget.
Where can I view the customer’s SMS reply?
The SMS reply will appear in the Feedback column of the Customer Dashboard.
You can view a customer’s SMS reply history from the Customer Profile. Click on a customer’s name to access their profile. Look for the SMS Replies section at the bottom of the page to view this information. If the customer has left multiple replies, they will all be displayed here.
Will I be notified when a customer leaves a SMS reply?
You will be sent an email notification when a customer leaves an SMS reply. The email notification will contain the customer’s SMS reply and a notice that they did not leave a rating.