Feedback forms are one of the core collection tools inside the platform. They give you a branded page where customers can rate their experience and then take the right next step.
For happy customers, that usually means going to Google, Facebook, or another review site. For unhappy customers, it means sharing private feedback that lands with the business instead of becoming a public surprise.
How the builder is organised
Go to `Grow -> Review Tools -> Feedback Forms` and click `Create Form`. The builder is split into setup, content and flow, and appearance.
- Setup controls the funnel type and which review sites you want to show
- Content and flow controls the home screen, threshold, happy path, unhappy path, and thank-you screen
- Appearance controls branding such as logo, colours, fonts, and custom CSS where supported
Choose the right funnel type
- Stars: the standard 1 to 5 rating flow most agencies use
- Emoji: a softer visual option for brands that want a more casual feel
- Thumbs: a simple yes or no style experience
- Rating scale: a labelled scale for custom wording like Not Satisfied to Very Satisfied
- Review sites: skip the rating and send people straight to platform links
- Testimonial: collect a written testimonial, name, email, and photo instead of routing to review sites
Control the happy path and the unhappy path
The rating threshold decides when someone is considered happy. The default is 4 out of 5, which means 4 and 5 star responses are treated as positive.
Positive responses can be redirected to review platforms. Lower ratings can be sent into a private feedback form so the business gets context before the issue becomes public.
- Show review platform buttons for strong ratings
- Auto-redirect to the top review site if you want the shortest possible path
- Collect name, email, phone, and message on the unhappy path
- Set notification recipients for negative feedback alerts
Customers can still choose to leave a public review if they want to. The form is designed to improve the path, not force people into one outcome.
Use deep links to remove friction
When deep links are enabled, the platform detects the device and opens the most direct review destination available. On mobile this usually means the native app. On desktop it means the web page.
That extra bit of convenience matters because fewer taps usually means more completed reviews.
Add AI Review Assistant when customers need help writing
AI Review Assistant asks a few quick questions and uses the answers to draft a review that the customer can copy and paste. This is useful when someone is happy but struggles to put their experience into words.
- Add prompts such as what they bought, who helped, and what stood out
- Choose a tone like friendly, professional, or casual
- Optionally add keywords and business context for stronger drafts