Feedback and reviews

What happens when somebody scores low

Every answer lands in Reviews → Inbox, whatever it scored. A score at or below your threshold also emails the owners and admins, and can fire a webhook. Neither carries contact details or what the customer wrote.

Reviewed August 20, 2026

Steps

1. Open Reviews → Settings and, under Notifications, choose What counts as a low score: 1, 2 or 3 on stars and smileys. A 0–10 question such as NPS counts double, so 2 means 4 or lower there.
2. Leave Email on a low score on to hear at once. It goes to every owner and admin; more than five at once become one summary email. Daily digest sends one summary a day, and nothing on a day with no answers.
3. To send the alert to another system, subscribe an endpoint to feedback.low_score_received under Bulk & API → Webhooks, then switch Webhook on a low score on. The webhook is sent alongside the email, so keep the email on.
4. Open the answer in the inbox and follow up, then press Mark resolved. Assign to me moves a new answer to in progress.
5. Only owners and admins can change these settings.

How to check it worked

Send a low test answer from a phone. It appears in the inbox within seconds, and the alert reaches the owners’ and admins’ mailboxes.

What usually goes wrong

• Expecting a name or an address on every low score. Contact details exist only if the guest left them, and only owners and admins can see them.
• Expecting the email to include the comment. It carries the score and where it came from, and links to the inbox.
• Expecting a low score to hide the review link. It never does: offering the platform only to happy customers is review gating, and Mosaqo does not build it.