Centralize Every Feedback Conversation

One queue, not four

Feedback arrives in more places than any one person watches. A survey response lands in one system, a Google review in another, a Booking.com review in a third. The team inbox is the single queue all of it flows into, so “has anyone dealt with this?” has one place to look rather than four.

Items in the queue are one of two kinds. Conversations come from survey responses, and you can reply to the customer directly from the thread. Reviews come from any platform connected through Radar, and are public. Filtering by kind separates the private replies you owe someone from the public ones everyone can see.

Work is tracked by state

Every item sits in Active, Ongoing or Resolved.

Active means nobody has touched it. Ongoing means a conversation is underway. Resolved means it’s closed. Anyone on the team can see all three at any time, which is what stops the two failure modes of a shared queue: the item nobody picked up, and the item two people answered separately.

This is state-based rather than per-person ownership — the queue tells you what stage something is at rather than assigning it to an individual. For most teams handling feedback, that’s the right granularity: the work is short-lived and the queue is shared, so a status is more useful than an owner.

Getting things into the queue

Most items arrive automatically, based on the thresholds you set — a review below a certain rating, a survey response that reads negatively.

For anything else, an automation can push items in with an escalate to team inbox step. That’s how you route by rule rather than by sentiment: everything from one location, everyone who answered a particular question a particular way, every customer above a certain value.

Who can see what

Team members are invited from settings, and roles control what each person can reach. A location manager can be scoped to their own location’s feedback; someone handling replies doesn’t need access to billing. If you’re on Enterprise, SSO is available so access follows your identity provider rather than a separate password list.

How this relates to AI Resolutions

They are the same surface viewed two ways. AI Resolutions is about what the AI does — understanding the problem, making it right with an offer you authorised, handing off when a person is needed. The team inbox is about how your team works through the queue those conversations create: approving drafts, giving an offer directly from the thread, marking one redeemed, taking over. If you’re evaluating FeedbackRobot, read them together rather than as two separate products.