Private Feedback — handle negative reviews privately
Customers with a low rating land in a private inbox instead of on Google. Fix it before it goes public.
Table of Contents
What is Private Feedback?
On your Smart Review Link customers first see 'How was your experience?' with stars. 4–5★ go to Google. 1–3★ land on a private feedback form — that feedback comes straight to you instead of public Google.
Open the Feedback inbox
Click Feedback in the sidebar. You see every private message: star rating, name, email, phone (if provided) and the message. Newest first.
Reply with AI
Click a message, then 'Draft AI reply' for a personal response. Send it by email or WhatsApp in one click. Tip: always call back on 1–2★ — it works faster than text.
Track status
Mark a message 'Resolved' once handled. Unresolved items stay at the top and count toward your Dashboard alert. Use the trash icon to delete spam.
Adjust the threshold
The threshold (default 4★) lives at Review Link → Threshold. Lower (3★) sends more people to Google. Higher (5★) is safer but protects your average less.
Privacy & retention
Private feedback is stored encrypted and visible only to your team. You can permanently delete a message via the trash — this can't be undone.
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