To learn how the 'Enable Additional Feedback' setting works, click here.
The ‘Enable additional feedback step’ is a way to structure a review request flow in a Get Reviews campaign. This setting gives you more control over the review request flow by allowing you to skip the internal feedback step for positive responders, or not.
It is only available when creating a template that asks for internal feedback + public review.
With this setting enabled only for ‘All responses’, customers will be asked to leave feedback on their experience before moving on to the next step of leaving a review on an external review site.
With this setting enabled for ‘negative only’, customers who leave a negative NPS, thumb, or star rating will be asked to leave feedback on their experience before moving on to the next step of leaving a review on an external review site. Customers who give a positive NPS, thumb, or star rating will not be asked to leave feedback and will be taken straight to leave a review on an external review site.
When you switch on the ‘Enable additional feedback step’, it will be applied to all modes (Email, SMS, Kiosk and Link) and campaigns that use that template.
To see how the Direct-to-Review Setting works for each type of Get Reviews mode, click here.