Messages

Messages are the emails and SMS you send to customers to request reviews. Every request and reminder from your project appears here. You can see what was sent, when it was scheduled or delivered, and whether customers opened or clicked through. Messages also appear on each customer's profile so you can see the full history for one person.

Where to Find Messages

Project view – Click Messages in the sidebar. You'll see all messages across your project, with summary stats at the top and a filterable table below.

Customer view – Open a customer's profile and scroll to the Messages section. You'll see only that customer's messages, grouped by request or in a flat list.

Project Messages Page

The project Messages page shows every review request and reminder sent from your project. At the top, you'll see four summary numbers: Sent, Opened, Clicked, and Failed. Each number is a link—click it to filter the table to that status.

Filters

Use the toolbar to narrow what you see:

• Search – Search by customer name or other text.
• Location – If you have multiple locations, filter to one or leave as "All".
• Channel – Email, SMS, or both.
• Template – Request, Reminder, Thanks (positive), or Thanks (negative).
• Status – Scheduled, Sent, Opened, Clicked, Failed, or Complained.
• Sort – By date sent, date scheduled, date opened, or date clicked.

The Table

Each row is one message. You'll see:

• Customer – Name and avatar. Click the row to go to that customer's profile.
• Channel – Email or SMS.
• Template – The type of message (request, reminder, thanks).
• Scheduled / Sent – When it was scheduled or when it was actually sent.
• Sent – Whether the message was delivered.
• Opened – Whether the customer opened it (email only).
• Clicked – Whether the customer clicked through to leave a review.
• Failed – Whether the message failed to send, with a reason if available.

Click a row to open the customer's profile. The page scrolls to that message so you can see it in context with their other messages and reviews.

Bulk Actions

Select one or more messages using the checkboxes. When you have messages selected, a Select bulk action menu appears. You can Cancel unsent messages for all selected rows. This only works for messages that haven't been sent yet.

Customer Messages Section

On a customer's profile, the Messages section shows every message sent to that customer. If they have messages, you can switch between two views:

• Grouped by request – Messages are grouped by review request. Each group shows "Request #1", "Request #2", and so on, with the messages for that request listed below.
• List – A flat list of all messages in one table.

If the customer has no messages yet, you'll see a notice: Request a review to schedule messages. Send a manual request from the customer's page to get started.

Per-Message Actions

Each message row has an Actions menu. What you can do depends on the message status:

• Cancel message – For unsent messages only. Stops the message from being sent. You can optionally cancel all unsent messages in that request.
• Reschedule message – For canceled messages only. Pick a new date and time to send it.
• Copy UUID – Copy the message identifier to your clipboard.
• Delete message – Remove the message from the list. This does not undo a sent message; it only removes the record from your view.

Message Statuses

Tips