Understanding the Inbox: Private Customer Feedback

The Inbox is where unhappy or lukewarm customers land privately — before they ever reach Google or Facebook — so you can make things right one-on-one.

Where inbox items come from

When Qrese sends a customer a review request, the customer is first asked to rate their experience. What happens next depends on the rating:

Great — the customer is invited to leave a public review, so they never appear in the Inbox.
Poor or Okay — the customer is asked to share what went wrong privately. Their rating and any written comments come to your Inbox instead of a public review site.

A customer doesn't have to write anything to show up here — a Poor or Okay rating with no comment still creates an inbox item, so you can reach out even when they didn't explain.

A tour of the page

The page is titled Inbox, with the same location selector you'll recognize from the Reviews page, and a section heading Private Customer Feedback.

Tabs:

All — everything.
Unresolved (selected by default) — items waiting for your attention.
Replied — items you've answered or closed. This tab groups replied, AI-replied, and resolved items together.

Each feedback card shows:

The customer's name.
A rating badge: Poor (red frown) or Okay (amber "meh" face).
The location name, plus the date and time the feedback came in.
A status badge: Unresolved, Replied, Qrese AI Replied (with a sparkles icon), or Resolved (with a check icon).
A red left border when the item is unread. Clicking into the reply box marks it as read and the border disappears.
On unresolved items: a Resolve button and an Assign button.

Filters

Click the filter (funnel) button to open the Filters menu:

Location — starts at All Locations; narrow to one location.
Status — All Status, Unresolved, Replied, or Resolved.
Date — All Time, Last Week, Last Month, or Last 3 Months.
Assigned To — All, Unassigned, or a specific team member.
Rating — All, Poor, or Okay. (There's no "Great" option — those customers go to public reviews, not the Inbox.)
Sort By — Newest First or Oldest First.

When filters are active, a Reset Filters option appears in the menu to clear them all.

If nothing matches, you'll see No feedback found with a note suggesting you adjust your filters or check back later.

Loading more items

The Inbox shows 20 items at a time. Click Load More at the bottom (it shows how many items remain) to fetch the next batch.

Tips

New feedback can take up to a minute to appear. If a customer just submitted feedback, give the page a minute and refresh.
The Assigned To filter looks only at items already loaded on the page, so click Load More first if you're hunting for everything assigned to one person.
The little cartoon avatars next to assignees are automatically generated illustrations, not your team members' real photos.
You'll only see feedback for locations you belong to.