This article contains references to our Classic interface that will become obsolete on July 1st. The most up-to-date article can be found on How do I reply to feedback by email?

If the feedback result includes an email address from your customer or website visitor, it is possible to reply directly by email. Just follow these steps if you're not sure how to do this:

Step 1

Click on 'Reporting' at the top of the page and go to 'Feedback results'.

Step 2

Select the feedback result you want to use. Make sure your date selection and report is correct (so as to prevent searching for an specific feedback item under the wrong date selection or report) and click on the feedback item.

Step 3

Once you've clicked on the feedback item, you will be presented with various feedback details regarding the feedback item. Go to the option 'Email' and click on 'Email reply'. (This is only possible if the respondent has filled in his/her email address). 

Step 4

Once you've clicked on 'Email reply', you can reply to your respondent directly.

Step 5

Click on 'Reply' to send the email.