Customer identity and privacy in feedback

Keep the customer and experience together

A request keeps the form version and the experience it was about. Later edits don't rewrite the questions already answered. When duplicate Contacts are merged, Feedback uses the current customer identity to find related history and avoid asking twice about the same experience. It keeps the original request details.

A response doesn't update a Contact's profile, grant permission for outreach or agree to public use. Follow-up messages still need the usual access and messaging permission.

Choose the collection method

A normal feedback invitation goes to a selected customer and keeps its link to that customer. Leaving out name, phone or email questions does not make a linked invitation anonymous. If you need anonymous answers, check that the actual collection method supports them before promising anonymity. Making a draft does not choose that method.

The bot's built-in rating step and native WhatsApp feedback capture use the standard support-conversation rating. A generated custom form is a different set of questions; collect it through a published feedback invitation.

Review private answers and public use separately

Your team can read a private answer without having permission to show it to other customers. Public review permission stays optional, and moderation still decides whether an eligible review is published. A low score does not grant permission to contact someone or change their details.

If linked customer or experience details disagree, refresh and review the request. Qcom does not move feedback to a different customer just to complete it. If a save or delivery cannot be confirmed, check the existing request before sending another one.

Related

• Collect customer feedback
• Review and moderate feedback responses
• Create and revise feedback forms with Qyra