Changelog

We’ve just rolled out one of our biggest platform updates to date — focused on giving agencies and resellers more control, better analytics, stronger branding, and smoother client management.

This release is all about helping you scale more professionally and deliver more value to your customers.

✅ Team Roles & Permissions (New System)

You can now manage your team with clear, role-based access and fine-grained controls.

New roles:

• Admin – Full access (except billing, team management & API)
• Manager – Manages reviews, campaigns, and integrations
• Responder – Focused on replying to reviews and feedback
• Viewer – Read-only access for stakeholders

What’s new:

• Assign roles when inviting team members or update anytime

• Restrict access by location

• See a clear permission summary before assigning

• Custom permission overrides per user

For API users:

• API tokens now follow the same permissions as their creator

• Existing integrations continue working without changes

⚙️ Smarter Custom Plan Options & Feature Controls

We’ve fully redesigned how you control customer access.

Every feature now supports:

✅ Enabled
🔒 Upgrade (locked but visible)
🚫 Hidden (completely removed)

Improvements:

• Consistent behaviour across menus, pages, builders, and modals

• Clear upgrade prompts instead of “Access Denied”

• Truly hidden features when disabled

• Reliable customer-level overrides

• Clear channel controls (Email, SMS, WhatsApp)

• Removed outdated confusing settings

Features you can now control individually:

• Campaign channels

• AI features

• QR, NFC, feedback tools

• Widgets & social sharing

• Branding options

• API, reports, imports, and more

📊 QR Code Analytics (New)

A brand new analytics section for QR performance.

You can now:

• View total scans, clicks, and conversions

• Compare time periods

• See monthly trends

• Drill into individual QR codes

• Identify best and worst performers

• Export to CSV

• Filter by custom date ranges

Available under Insights.

📈 Analytics Dashboard Improvements

• Fair month-to-month comparisons

• Fixed campaign open and click rates

• More accurate average ratings

Your stats now reflect real performance.

🧭 Improved Customer Navigation

• Better organisation of menus

• Review Tools and Campaigns now have clearer structure

• Reduced clutter in Settings and Get More Reviews

This makes onboarding and daily use easier.

🌍 Language & Translation Improvements

• Month names now display in your chosen language

• All new features are translatable (26 languages)

• Date ranges now localised

📝 Multi-Language Feedback Forms

• Automatic language detection for visitors

• Forms display in the reviewer’s language

• Manual language control for testing

This improves international conversions.

🎨 Widget & Form Improvements

• Copy widgets between locations

• Custom CSS support

• Your agency logo on widgets and forms

• Improved AI review assistant on forms

• Better form builder UI

• New colour controls

📧 Email Provider Setup Improvements

• New setup wizards for Gmail, Outlook, SMTP, Brevo, SendGrid

• Credit estimates shown on campaign invites

Less setup friction, better results.

📢 Campaign Improvements

• Better handling of duplicate windows

• Fixed stop sequence copying

• Improved Google Sheets sync

• Video campaign retry logic

• Unicode SMS support for Brevo

🛠️ Bug Fixes & Reliability

• Onboarding checklist fixes

• Google Sheets & Calendar fixes

• Widget language selector fixes

• Feedback form builder copy custom CSS fixes

• AI reply permission fixes

• Sales Intelligence name fixes

• QR error handling improvements

• Domain wizard fixes

• NFC UI improvements

• Better logo uploads

Overall: more stability, fewer support issues.

👨‍💻 For Developers

• Updated White-label API documentation that can be easily shared

• Role-based API permissions enforced

• Full backward compatibility

No changes needed for existing integrations.

🔮 Why This Matters

This update gives you:

✅ More professional team management
✅ Better plan monetisation
✅ Stronger analytics
✅ Better branding
✅ Faster onboarding
✅ Happier clients

All designed to help you scale faster and retain more customers.

More improvements coming soon 🚀

We’ve rolled out another important update focused on expanding EMR’s reach across Europe — while also improving the reliability of key existing platforms.

This release helps agencies and resellers serve more trades, home services, and marketplace-based businesses with confidence.

✅ New Review Sources Added

We’ve added 5 new major platforms, with a strong focus on European service providers:

💇 Planity
🔗 https://www.planity.com
Best for: Salons, barbers, beauty & wellness businesses
Countries: France, Europe

🔧 Werkspot
🔗 https://www.werkspot.nl
Best for: Trades, contractors, home services
Countries: Netherlands

🏗️ Travaux.com
🔗 https://www.travaux.com
Best for: Builders, renovators, home improvement
Countries: France

🔨 Instapro
🔗 https://www.instapro.it/
Best for: Trades, handymen, contractors
Countries: Italy

🛠️ MyHammer
🔗 https://www.my-hammer.de
Best for: Trades, home services
Countries: Germany, Austria

🔧 Fixed & Improved Sources

We’ve also strengthened the reliability of two major UK platforms:

✅ Checkatrade
Improved stability and syncing reliability.

🔁 MyBuilder
Requires a disconnect and reconnect to activate the fix.

This ensures continued accurate review syncing.

📈 Why This Matters for Agencies & Resellers

This update means:

✅ More European niches unlocked
✅ Stronger coverage for trades & home services
✅ Better reliability for UK contractors
✅ More opportunities to onboard clients
✅ Reduced support issues

You can now confidently target:

• Builders & contractors
• Plumbers, electricians, roofers
• Renovation companies
• Salons & wellness businesses
• Marketplace-based services

—all powered from one dashboard.

🔮 Our Ongoing Focus

Our mission remains simple:

👉 Make EMR the easiest platform in the world to sell to local businesses.

We continue to invest in:

⚙️ New international platforms
🤖 Smarter automations
📊 Better integrations
🚀 Faster onboarding

So you can grow faster — without juggling multiple tools.

More improvements coming very soon 🚀

We’ve just expanded EmbedMyReviews even further with 9 powerful new review platforms, making it even easier for agencies and resellers to serve more local business niches — and win more clients.

These new sources are especially valuable for home services, healthcare, beauty, wellness, and marketplace-based businesses.

✅ Newly Supported Review Sources

🩺 Zocdoc
🔗 https://www.zocdoc.com
Best for: Doctors, dentists, clinics, healthcare providers
Countries: Mainly USA

🏠 Rated People
🔗 https://www.ratedpeople.com
Best for: Trades, builders, plumbers, electricians
Countries: UK

🏡 HomeStars
🔗 https://www.homestars.com
Best for: Contractors, home improvement businesses
Countries: Canada

🔧 Thumbtack
🔗 https://www.thumbtack.com
Best for: Local service professionals (cleaners, tutors, contractors, photographers)
Countries: USA

🔨 hipages
🔗 https://www.hipages.com.au
Best for: Trades and home services
Countries: Australia

🧰 Airtasker
🔗 https://www.airtasker.com
Best for: Freelancers, handymen, movers, local services
Countries: Australia, UK

💇 Treatwell
🔗 https://www.treatwell.co.uk
Best for: Hair salons, barbers, beauty & spa businesses
Countries: UK, Europe

💅 Fresha
🔗 https://www.fresha.com
Best for: Salons, spas, barbers, wellness businesses
Countries: Global

🏥 Jameda
🔗 https://www.jameda.de
Best for: Doctors and medical practices
Countries: Germany

📈 Why This Matters for Agencies & Resellers

With these additions, EMR now supports 61 review platforms — giving you:

✅ More niches to target
✅ More businesses you can onboard
✅ More reasons for clients to stay long-term
✅ Stronger “all-in-one” positioning in sales calls

You can now confidently sell EMR to:

• Trades & home services

• Medical & dental clinics

• Beauty & wellness salons

• Marketplace-based professionals

• Freelancers & task providers

—all from one dashboard.

🔮 What This Means Going Forward

Our focus remains clear:

👉 Make EMR the easiest platform in the world to sell to local businesses.

We’re continuing to invest in:

• More review sources

• Deeper automations

• Smarter integrations

• Better workflows for agencies

So you spend less time managing tools and more time closing clients and scaling.

As always, thank you for growing with us. More improvements coming soon 🚀

We’ve rolled out another batch of improvements designed to make EMR easier to use, more powerful, and more reliable for agencies and resellers.

Here’s what’s new 👇

📩 1. Global SMS Message (New)

You can now add a custom message that appears on all review request SMS messages.

This is perfect for:

• Compliance text

• “Powered by…” branding

• Legal disclaimers

• Or any custom note you want to include

Where to find it:
Messaging → SMS → SMS Settings

Set it once, and it applies automatically to all SMS invites.

🏨 2. TripAdvisor Hotel Support & Major Improvements

TripAdvisor sync has been upgraded and now supports:

✅ Hotels
✅ Restaurants
✅ Attractions

Plus, the integration is now:

• Much more stable

• Works well for both small and very large profiles

• Keeps the original language of reviews

If you notice any syncing issues, simply disconnect and reconnect the profile to refresh it.

⭐ 3. Reviews.io Integration Added

You can now sync reviews from Reviews.io.

• All company reviews are supported

• Product reviews are excluded (by design)

This gives you another strong source for ecommerce and online-first clients.

🛍️ 4. TrustedShops Integration Added

TrustedShops is now supported, including:

• All international TrustedShops sites

• Automatic syncing into EMR

Great for European and cross-border businesses.

⚙️ 5. Easier Setup for Email, SMS & White-Label Domains

We’ve redesigned and improved the setup experience for:

• Brevo

• GatewayAPI

• SendGrid

• Kudosity

• SMTP (including Gmail & Outlook)

• White-label domain wizard

You’ll now see:

• Clear step-by-step guidance

• Helpful tips

• Better explanations

• Faster setup flows

Our goal is to make EMR the easiest BYOK white-label reputation platform to configure — and this is a big step forward.

More improvements in this area are coming over the next week.

🔧 Other Fixes & Improvements

Alongside these updates, we’ve shipped many smaller fixes and performance improvements behind the scenes to keep everything running smoothly.

🔜 What’s Next

We’re continuing this rollout with:

• The same UX upgrades for more providers

• A major upgrade to our Twilio integration

• Built-in compliance handling

• Even smoother onboarding

More updates coming very soon.

As always, thank you for helping us shape EMR into the leading white-label reputation platform for agencies and resellers 💙

If you have feedback on any of these updates, let us know in the community.

What's New

You can now assign specific SMS providers to individual customers, giving you complete control over how SMS review requests are sent while maintaining your credit-based billing model.

Key Benefits

Flexible Provider Management

Assign different SMS providers to different customers - Use your premium Twilio account for high-value clients and a cost-effective provider for others

Let customers use their own SMS provider - Enterprise customers who want to use their own Twilio or messaging account can do so, while you still charge them credits for each message sent

Customise sender IDs per customer - Display each customer's business name or phone number as the sender, improving trust and open rates

Maintain Revenue Control

Credits still apply - When a customer uses an agency-assigned provider, their SMS credits are deducted as normal

Customer-owned providers bypass credits - If a customer has their own provider configured (with the SMS Provider feature enabled on their plan), messages are sent through their account at their cost

How It Works

Go to your agency account → Messaging → SMS

Select a provider and click Organizations

Assign customers organization to that provider and optionally set a custom sender for each

When campaigns run, the system automatically uses the correct provider and sender for each customer

The SMS Settings modal in campaigns now shows which sender will be used, with full details visible to agency owners for troubleshooting.

What's New

We've merged Private Feedback into your Reviews Inbox, giving you a single, unified view of all customer feedback in one place. The separate Private Feedback page has been retired—everything now lives in Reviews.

🎯 Why We Made This Change

Previously, private feedback (submitted through your feedback forms) lived in a separate section from your public reviews. This meant you had to check two different places to stay on top of customer sentiment and respond to feedback.

Now, everything is in one place—making it easier to:

• See the complete picture of customer feedback at a glance

• Respond to all feedback without switching between screens

• Export all feedback together for reporting

• Never miss important private feedback from customers

✨ Key Changes

1. Private Feedback Now Appears in Your Reviews Inbox

• Private feedback entries are clearly marked with a "Private" badge so you can easily distinguish them from public reviews

• They show the same information you're used to: customer name, rating, message, and contact details (email/phone when available)

2. New "Private Feedback" Quick Filter

• A new quick filter button lets you instantly view only private feedback

• The count updates dynamically based on your other active filters (like location, organization, or search)

• Clear/reset filters now properly includes the quick filter

3. Smart Quick Filter Counts

• All quick filter counts (Flagged, Unanswered, Negative, Private Feedback) now respect your applied filters

• For example, if you filter by a specific location, the quick filter counts will show accurate numbers for just that location

• This gives you a true picture of what needs attention within your current view

4. Respond to Private Feedback Directly

• Click "Respond" on any private feedback to send an email reply to the customer

• Uses the same AI-assisted reply generation you know from regular reviews

• Respond button only appears when the customer provided an email address

5. Export Includes Private Feedback

• When you export reviews, private feedback is now included

• Email and phone information from private feedback is included in exports

• Use the "Private Feedback" quick filter to export only private feedback if needed

6. Streamlined Actions

• Private feedback items show only relevant actions (respond, flag, delete)

• Share and hide options are hidden for private feedback since they're not publicly visible anyway

• Edit is also hidden since private feedback content comes directly from customers

📊 For Your Dashboard

The Agency Customer Dashboard also shows private feedback in the Recent Reviews section, with the same "Private" badge and appropriate respond button for easy identification and action.

🔄 What Changed

💡 Tips for Your Team

1. Use the Quick Filters - Toggle between "Private Feedback", "Unanswered", "Negative", and "Flagged" to prioritize your response queue

2. Filter by Location First - The quick filter counts will update to show only relevant feedback for the selected location—great for multi-location businesses

3. Export for Reporting - Use filters + export to create targeted reports (e.g., "all private feedback from Location X this month")

4. Look for the Badge - The "Private" badge makes it easy to spot private feedback at a glance in any view

5. Check for Email - The Respond button only appears on private feedback when the customer provided an email address

What's New?

You can now automatically move customers to a free plan when their paid subscription ends, instead of blocking their access entirely. This keeps customers engaged with your platform even if they can't continue paying.

Why This Matters for Your Agency

Before: When a customer's subscription ended (cancelled or payment failed), they'd lose access completely. You'd have to manually manage these customers or risk losing them forever.

Now: Customers automatically transition to a free plan you define. They stay in your ecosystem, can still use basic features, and are more likely to upgrade again when ready.

Benefits:

• Reduce churn - Keep customers engaged instead of losing them

• Less manual work - No need to manually reassign plans for cancelled subscriptions

• Better customer experience - Customers aren't suddenly locked out

• Upsell opportunities - Free plan users are warm leads for future upgrades

How It Works

When a subscription ends, the system automatically:

1. Moves the customer to your chosen free plan

2. Sends them a notification email explaining the change

3. Logs the transition for your records

When does this trigger?

• Customer cancels → Happens at the end of their billing period (not immediately)

• Payment fails → Happens after Stripe exhausts all retry attempts (typically 1-4 weeks after the first failed payment)

Setup Instructions

Step 1: Create a Free Plan

If you don't already have one:

1. Go to Settings → White Label → Custom Plans

2. Create a new plan and tick "This is a free plan"

3. Configure the features/limits you want free users to have

Step 2: Set Your Default Downgrade Plan

1. Go to Settings → White Label → Stripe Account

2. Find the "Subscription End Behavior" section

3. Select your free plan from the dropdown

4. Click Save

Step 3: Configure Stripe (Important!)

For auto-downgrade to work when payments fail, your Stripe account needs the right settings:

1. Log into your Stripe Dashboard

2. Go to Settings → Billing → Subscriptions and emails

3. Find "Manage failed payments"

4. Set "If all retries fail" to "Cancel the subscription"

⚠️ Why this matters: If set to "Mark as unpaid" instead, the subscription never officially ends, so the auto-downgrade won't trigger. Customers will be stuck in a blocked state indefinitely.

Step 4 (Optional): Set Per-Plan Overrides

Want different paid plans to downgrade to different free plans?

1. Go to Settings → White Label → Custom Plans

2. Edit any paid plan

3. In the "Subscription End Behavior" section, choose a specific free plan for that tier

Customise the Notification Email

When customers are downgraded, they receive an email. You can customise this:

1. Go to Settings → Transactional Emails

2. Find "Subscription Downgraded" template

3. Edit the subject, content, and styling to match your brand

Available placeholders:

• {{ previous_plan_name }} - The plan they were on

• {{ new_plan_name }} - The free plan they've been moved to

• {{ new_plan_features }} - List of features in their new plan

Things to Know

Existing Stuck Customers

This feature only applies to subscriptions that end after you've configured it. Customers who are already in a failed/blocked state won't be automatically migrated. You'll need to handle those manually by either:

• Assigning them to a free plan in their customer profile, or

• Cancelling their subscription in Stripe (which will then trigger the auto-downgrade)

What if I don't set this up?

Nothing changes from current behaviour. Customers whose subscriptions end will simply lose access until they resubscribe.

Can I disable it later?

Yes! Just set the dropdown back to "Do nothing (block access until resubscribed)" and save.

Questions?

If you need help setting this up or have questions about how it works with your specific setup, reach out to our support team.

You now have full control over whether review gating exists at all for your customers.

From today, custom plans can completely hide review gating, meaning the feature won’t appear anywhere in your clients’ experience if you choose not to offer it. This is ideal if you want a simpler, more compliant setup for certain review sites or prefer a single review flow for all customers.

How to Enable It

1. Go to your Agency Account

2. Click Billing & Revenue

3. Open Custom Plans

4. Click Edit on the plan you want to update

5. Under Plan Options, go to Get More Reviews

6. Switch to Advanced View

7. In Advanced Collection Options, choose how review gating is handled

You’ll see three clear options that let you decide exactly how this feature behaves for your customers.

This gives you more flexibility, more control, and cleaner positioning when selling to clients.