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Problem with Stopping Message Sequences for Low Star Ratings and/or Private Feedback Submission

Feature RequestGeneral

The current stop sequence system for the option “Upon being redirected to review site“ has a significant flaw: it only stops follow-up messages when a customer clicks on an external review source (that’s what I asked for, so my bad for not thinking in this previously!). It fails to unsubscribe for customers who provide low star ratings (e.g., 1, 2, or 3 stars) or submit private feedback. These customers continue to receive follow-up messages, which risks further aggravating their dissatisfaction and may lead to additional negative reviews.

Problem:

  1. Low Star Ratings: Customers who rate 1 to 3 stars do not have their message sequences halted, resulting in possible increased frustration and negative feedback.

  2. Private Feedback: If a customer provides private feedback, they should likewise be removed from the follow-up message list to respect their dissatisfaction.

Proposed Action: Implement a mechanism to automatically stop message sequences for customers who either:

  • Provide a rating below a specified threshold (e.g., 3 stars)

  • Submit private feedback


This change will enhance our customer engagement strategy by preventing negative interactions with dissatisfied customers.

Please be aware that I only support the second option. This is because users can click the star ratings multiple times without necessarily submitting private feedback or leaving a review. In my opinion, the second option is the safer choice, but feel free to give your opinion in the comment section.


Thank you @Nalu Okimoto and @rgTeam for bringing this matter to attention. Resolving this issue promptly will significantly improve our engagement strategy and protect the integrity of our brand.

Posted by Leandro Teixeira ·
Status: Rejected2 comments

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Comments2

  • mannie@embedmyreviews.com

    Team•

    Mar 14, 2025

    No, there is some major confusion here this works as intended and i have just put time into testing the whole flow again.

    Campaign invites are stopped for the contact if any of these conditions are met:

    1. Redirected review site

    2. Private feedback is left

    If the client just selects a rating 1-5 and does not take further action while the campaign is set to: "Upon being redirected to review site" it will continue the other steps in the campaign.

    Let's not overcomplicate this it works as the wording for the option suggests private feedback once left is taken into account and no further invites are sent to that contact. I believe the confusion was created because

    @R G

    want's if 1 star is selected that the campaign should stop as well. But this will create a lot of confusion with some users and we will get questions via support.

    • Leandro Teixeira

      •

      Mar 14, 2025

      @mannie@embedmyreviews.com I was mistaken in assuming that the sequence wouldn’t stop at all unless users were redirected to the review site.

      I also believe that we shouldn't overcomplicate the system. If it is already stopping the sequence upon submitting the private feedback form, then that is good enough for me.

      If we don't like this option, we can use the option to stop the sequence 'Upon clicking the review link.'

      However, it could have been worse. I could have claimed that debugging is just a fancy term for 'I'm hoping for a miracle! 😅