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: Feedback inbox
Click on 'Reporting' at the sidebar and go to 'Feedback inbox'.
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Step 2: Feedback item
Select the feedback result you want to use. Make sure your date selection and report is correct (so as to prevent searching for a specific feedback item under the wrong date selection or report) and click on the feedback item.
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Step 3: Reply
Once you've clicked on the feedback item, you will be presented with various feedback details regarding the feedback item. Click on the 'reply' button. (This button is only available if the respondent has filled in his/her email address).
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When an email has been sent the message is added to ‘Email Conversations’. If you click on the message a modal will show with details of the mail that was sent.
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Standard responses
Sometimes you will receive similar kinds of feedback by email from different customers. By creating standard answer templates for these feedback items, your team members are able to reply quickly and easily. Read the following article on how to add standard responses.