Feedback & reviews
Collect star-and-comment reviews from a public link, the embeddable widget, signed-in members, or pasted-in Google reviews - then let the AI keep a running "key improvements" report up to date.
The Feedback area is your workspace's review loop. Collect ratings and comments from several sources, watch sentiment trends, and let the AI turn the raw reviews into a prioritized list of improvements you can act on.
- • Klanten waarderen de snelheid van de AI-chat het meest.
- • Terugkerend thema: terugkoppeling op tickets mag sneller.
- • Actie: voeg een statuspagina-link toe aan de bevestigingsmail.
Binnen een paar minuten geholpen door de AI - top!
Snel en duidelijk, alleen de terugkoppeling kon eerder.
Moest mijn vraag twee keer stellen voordat het lukte.
Feedback is owner- and admin-only. Agents and members can submit feedback, but the list, stats and AI report are visible to Owners and Admins only - so candid reviews stay with leadership.
Where reviews come from
You can gather feedback from anywhere your customers are:
| Source | How |
|---|---|
| Public link | Share a public page (/f/<key>) - no login needed. Add your own intro and thank-you text. |
| Feedback widget | The embeddable feedback-widget.js on your own website. |
| Members | Signed-in users rate from inside the app at Feedback. |
| Pasted in | Owners paste in reviews from Google, email or anywhere else, so everything lives in one place. |
Each review is a 1–5 star rating with an optional comment, plus the name and email of the submitter when available.
Sentiment, at a glance
Every rating is scored automatically - 4–5 stars is positive, 3 is neutral, 1–2 is negative. This is a deterministic rule, not an AI guess, so the numbers are stable. The stats panel shows your average rating, total volume, and the sentiment split, and you can filter the list by sentiment or by source.
The AI improvement report
The headline feature is the AI improvement report: a running summary of what customers love and what to fix next.
- Press Run analysis and the AI reads your reviews and writes a short summary plus a markdown list of key improvements.
- It's incremental: each run only folds in the reviews added since the last one, then updates the existing report - so it stays current without re-reading everything.
- It's grounded in your AI profile
- the same sector, tone and instructions the rest of your AI uses.
The report is generated from real reviews only. With nothing new since the last run, the previous report is kept as-is; with no feedback at all, there's nothing to analyze yet.
Settings
Under Feedback → Settings, Owners and Admins control the public link and widget:
- Enable the public link and set the intro and thank-you text.
- Require a rating (or allow comment-only feedback).
- Rotate the public key (
pk_fb_…) if a link or snippet leaks - the old one stops working immediately.
The public form is protected by rate limiting and a hidden honeypot field, so automated spam is dropped silently.
Who can do what
| Action | Member | Agent | Admin | Owner |
|---|---|---|---|---|
| Submit feedback (in-app, public link, widget) | ✓ | ✓ | ✓ | ✓ |
| View the feedback list, stats & filters | ✗ | ✗ | ✓ | ✓ |
| Run / read the AI improvement report | ✗ | ✗ | ✓ | ✓ |
| Paste in external reviews | ✗ | ✗ | ✓ | ✓ |
| Manage public link & settings | ✗ | ✗ | ✓ | ✓ |