Feedback and reviews

What happens when somebody scores low

Every answer lands in the inbox whatever it scored. A score at or below your threshold also emails the owners and admins straight away and can fire a webhook — but neither carries contact details or anything the customer wrote.

Reviewed August 20, 2026

Steps

1. Open Reviews → Settings and set the threshold. It takes 1 to 10 and starts at 2.
2. Read it as a five-point threshold: on an eleven-point scale — NPS, or 0 to 10 — it is doubled, so 2 means 4 or less there and 2 or less on stars.
3. Leave Email on a low score on if you want to hear immediately. A burst of them becomes one message rather than twenty.
4. Turn on Webhook on a low score only once a receiver exists. It is off by default, because a delivery nobody listens for is noise.
5. Answer from the inbox, then mark the response resolved. That is what takes it off the outstanding list and fires feedback.response_resolved.

How to check it worked

Submit a test answer under the threshold from a real phone. It appears in the inbox within seconds, and the alert reaches the owners’ mailboxes.

What usually goes wrong

• Expecting a name or an address on every low score. Feedback is anonymous unless the visitor filled the contact field and agreed to be contacted — two separate, optional steps.
• Expecting the alert email to contain the answer. It carries the score and where it came from and links to the inbox: personal data in a mailbox is personal data in every mailbox it is forwarded to.
• Assuming a low score hides the review link on the page. It does not, and the publish checklist refuses a campaign that would ration it by score.