Service Provider Notifications
How did they work in Feedback Centre 1?
In the old system, Provider Summaries were also automatically turned on however they were sent daily. They would also be sent regardless of whether the providers had received reviews in the timeframe or not.
How do they work now?
As part of your Feedback Centre solution you can notify all service providers of any reviews received about their services. This takes the form of a weekly summary sent on a Monday afternoon about the previous week. All emails will be sent from 5pm onwards. Weekly summaries are turned on by default, but you can request to turn them off or alternatively you can opt to change them to daily summaries instead (sent 5pm daily on weekdays). There is no way to alternate between the two timings per service.
Summaries are automatically turned on for all providers. As long as they have the following information, they will get sent an email with their latest reviews:
1) Contact email address has been added to their Service & Allow notifications has been checked.
In the Service Management area of your Feedback Centre, you can add any contact emails assigned to a service provider. If you click on a service to edit, you should see this section in the sidebar:
As long as the contact email has an active email address in it and the 'Allow Notifications' has been checked then notifications should be sending:
If you would like to turn off notifications for a particular service, then uncheck that checkbox above. If you'd like to turn off notifications for all your services (then only turn them on for a select few) drop us an email at support@wearewhitebear.com and we can get that sorted for you.
2) Reviews have been received in the time frame
As this is a weekly summary, it will look for approved reviews that have been received during that timeframe. The summary looks for reviews created during that time frame and checks they are approved before adding them to the summary. If they are not approved in that time frame, they will not be part of the weekly summary. However, if they were approved before and do not have a response then they will appear in the new section that has been added recently, so all providers who haven't responded to feedback within the last year will receive a notification.
What does the summary look like?
The summary looks like this:
How do we know when it's been sent?
You can opt in to receive a 'Summary log' which will be sent to you each time the providers summary is sent. It looks like this:
If you would like to received this email, please let us know by contacting support@wearewhitebear.com