Unanswered complaints can damage reputation, cause churn, and reduce revenue. Timely and thoughtful replies help de-escalate frustration and often give the customer a reason to return. This campaign supports that process by automatically replying with a predefined message and offer, encouraging a second order before the drop-off point.
How the Campaign Works
The campaign setup consists of two parts:
Creating one or more campaigns that define the reward and message to be sent.
Using those campaigns to respond to negative reviews directly from the Feedback section in CRM.
💡 You can create multiple campaigns, each with its own message and reward, to match different scenarios — for example, poor service vs. a missing item.
In the sections below, we’ll walk through both parts — starting with how a campaign is applied from the review card, and then explaining how to create and configure the campaign in advance.
1. Applying a campaign to a Review
Campaigns are applied from a review in the Feedback section of the CRM, which displays all incoming responses. By default, the list is sorted by rating, with one-star reviews shown first.
When a review is selected from the list on the left, its details open on the right side of the screen. From there, the customer can be added to an automatic feedback campaign:
Under the review, click the blue Send a gift button
A pop-up will open with a dropdown list of active Feedback Processing campaigns
Select the appropriate campaign from the list
Click Add to apply the campaign to this customer
The customer will receive the configured message with the reward, and the review will be marked as processed.
Note: Only active Feedback Processing campaigns appear in the list. Campaigns become available here once they’ve been created and launched.
2. Creating a Feedback Processing Campaign
Each campaign used in the Feedback section must be created as a separate campaign. The steps below explain how to configure and launch one.
2.1 Select the Feedback Processing Scenario
Open the Campaigns section from the top menu
In the top right corner, click Create New Campaign
From the list of scenarios, select Feedback Processing
2.2 Set Campaign Parameters
After selecting the campaign type, the Scenario screen will open. This step includes setting the name, an active period, and the reward duration.
Enter a campaign name
In the top-left field (under Draft · Feedback Processing), enter a name for internal reference. This name is only visible inside the CRM.
It’s best to use a clear label like “Bad Service – Apology Gift” or “Delivery Issue – 10% Discount” to make it easy to identify when selecting a campaign in the Feedback section.
Set campaign period
Specify the start and optional end date to define when the campaign becomes available in the Send a gift list in the Feedback section. Once selected, the offer is delivered to the customer and immediately appears in their app.
❗Important: If no end date is set, the campaign will remain available for selection in the Feedback section indefinitely.
The campaign audience is formed in Reviews
This campaign does not use segmentation or filters. Customers are added manually by selecting a review and using the Send a gift button, as explained in Applying a campaign to a Review
Set the offer duration
Use the Can be used for a field to define how long the offer should remain active. It will expire automatically after the number of days specified. The maximum duration that can be set is 300 days.
2.3 Set App Content
This step defines how the reward will appear in the app after it’s sent through the Send a gift action. The goal is to present it clearly as a response to negative feedback, help resolve the issue, and give the customer a reason to return.
Offer mechanics
Select a type of reward
If discount rewards are enabled in the account, this section will display two options: Choose a menu item as a present or Apply a discount. If not, the reward will be configured as a menu item by default.
Note: This guide covers the menu item reward setup. For information on configuring discounts, see How to Enable and Configure Discount Rewards.
Menu items
In this section, select the menu item to be used as the Feedback Processing reward. Depending on the setup, one or both of the following redemption fields may appear:
Menu items for in-store orders
Menu items for online orders
The gift must be selected in every field where it should be available. Use the search bar to find items by name or POS code.
❗Important: To ensure the reward is available at all locations, select all matching items by POS code. It helps to avoid mismatches, especially when menu templates differ or items have been renamed.
How can a customer receive this gift?
In this section, check the boxes for the channels where the customer can receive the gift. You can enable one or more options, depending on which order types are supported for your brand.
In store (show QR code) — redeemable during an in-person visit by scanning a QR code at the cashier
In application — redeemable only through orders placed in the app
Web ordering — redeemable only through orders placed on your website
Depending on the selected channels, additional fields may appear:
This section may look detailed, but most fields appear only after certain options are selected. You’ll only need to configure what’s relevant to your setup.
1. If only In store (show QR code) is selected:
Minimum order amount — required order total to receive the reward in-store
2. If Web ordering, In application, or both are selected:
Minimum online order amount — required order total to receive the reward online
3. If both in-store and online ordering (app and/or web) are selected:
Minimum order amount — required order total to receive the reward in-store
Minimum online order amount — required order total to receive the reward online
Reward cost (for analytics only)
In the Reward cost field, enter the estimated cost of the reward item — not the price shown to users. This value is essential for internal analytics and is used to evaluate campaign performance and calculate ROI.
It does not affect how the reward appears to users and is used solely for calculating campaign statistics and efficiency.
💡Tip: If you’re unsure of the exact amount, use a 30% food cost estimate. For example, if the menu price is $10, enter $3.
Offer settings
This section defines how the reward will be presented in the app after it’s sent in response to a review. The content should reflect the tone of the message and reinforce that this offer is being given as a follow-up to the customer’s feedback.
Title
Enter a short headline that communicates the purpose or value of the offer. This is the first thing the customer sees on the reward card.
💡 Tip: Use a short, sincere phrase that offers something to make things right, such as “Dessert on us — sorry for the wait.”
Description
Add a short message (up to 128 characters) that supports the title and provides context for the reward. This text becomes visible when the user opens the coupon in the app.
Use it to express urgency, personalization, or additional context, e.g., “Available with your next order this week.”
Detailed Description (optional)
This field is not shown by default in the reward preview but becomes visible when the user scrolls down the opened coupon. Use it to specify any important conditions (e.g., minimum order amount, expiration rules) or to add further context.
Cover Image
Upload a high-quality vertical image (at least 1080×1920 px) that visually supports the offer. This image appears at the top of the reward card and helps attract user attention.
Use a clean, eye-catching image that shows the reward alongside a phrase like “Our apology” to clearly connect the offer to the customer’s feedback.
Note: Instructions for designing and uploading images are provided in a separate presentation: How to design and upload app coupon images.
Coupon availability
App section
In this dropdown, choose where the reward will appear in the app. It will only be shown to users who meet all campaign conditions.
Note: You may choose "specials for you" or something similar. The available options depend on your app's configured sections.
2.4 Push notifications
The first push notification is sent automatically when a customer is added to the campaign through the Send a gift action.
Notification text
Include a short message confirming the reward. The key information should appear within the first 3–4 words, as this part is visible in the push preview (e.g., “Apology gift sent 🎁”).
Reminders
Reminders are optional push messages sent after the reward is issued. Use them to follow up with customers who haven’t redeemed the offer.
To add a reminder, click Add another reminder in the notification settings.
Note: Follow-up messages are sent only to customers who haven’t redeemed the reward.
Time
Set the exact time when each reminder will be delivered.
For better visibility, avoid common times like 12:00. Instead, choose less predictable times such as 12:13 or 14:07 to reduce overlap with other notifications.
Final Step: Launch or Save the Campaign
Once all sections are complete, click Create campaign in the top right corner to activate it immediately.
If not ready to launch, click the arrow next to Create campaign and select Save and exit to continue later.