Contacts are the customers you can ask for a review. Each one belongs to a location and carries a consent record: whether they agreed to receive review requests by email, where and when. You manage them on the Contacts tab of Requests.
Add one contact
- Open Requests and then the Contacts tab.
- Press Add contact.
- Fill in the email address. A name and a phone number are optional.
- Check Time zone and Language. A new contact starts in your browser's time zone. Requests go out between 8 AM and 9 PM in that zone, written in that language.
- Under Did they agree to review requests by email?, pick Yes, they agreed if they did, and choose Where they agreed: at the point of sale, in writing, verbally, on an opt-in page, or entered by hand.
- Add What they agreed to if you want the wording kept with the record.
- Press Save contact.
The Add contact drawer with name, email and phone, and the Consent section set to Yes, they agreed, at the point of sale.
Consent is never ticked for you. A new contact starts as Not recorded yet, and it stays that way until you say otherwise. A contact without consent cannot be asked.
An email address can belong to one contact per location. If it is already there, the drawer says so and offers Open it.
Import a CSV file
What you need: a CSV file with a header row and a column called email. Other columns the import reads are name (or first name and last name), phone, language and time zone. Anything else is skipped.
- On the Contacts tab, press Import CSV.
- Press Choose file, or paste the contents into the box.
- Check the Columns preview. Each header shows what it will be read as, or Skipped, with the first rows under it.
- If every person in the file agreed to receive review requests by email, tick These contacts agreed to receive review requests by email. You can add the wording they agreed to.
- Press Import followed by the number of contacts.
The Import contacts dialog showing a pasted file, the column preview with Name, Email and Skipped badges, and the consent checkbox.
Leave the box unticked when you are not sure. The contacts are imported without consent, and you record it later, one by one. You can import up to 1,000 contacts at a time.
Read the report
When the import is done you see how many contacts were added, how many were already there, and how many rows were not valid, with the line number and the reason for each problem. A contact that was already there is left exactly as it was.
The Import finished dialog with the counts of contacts added, already there and not valid, and a list of the rows with problems.
Change or delete a contact
Click a row to open the contact. You can change the details and update the consent: pick Keep as it is to leave it alone, or record a new answer. To remove a contact, open the row menu and press Delete.
Unsubscribes
Every request carries an unsubscribe link. A customer who uses it is marked Unsubscribed and is never asked again by any location on your account, whatever their consent says. The same happens when an email to them bounces because the address does not exist, or when they mark a request as spam.