Rant & Rave: How to find customer responses to solicitations in Dragon

Title
Rant & Rave: How to find customer responses to solicitations in Dragon


Environment

Dragon: https://www.rapidecampaigns.co.uk/

Superdb feedback account

sendsafely

Resolution Summary

found feedback in question and advised customer details

Details

If you have a request to check some feedback which the customer sent - could be to see the date/time to see if they replied more than once - could be a number of reasons that you might need to check this

1. If you do not have the mobile number for the person who sent the feedback
   1. log  onto your superdb account and search for this with the information that the customer has given you to find the feedback ID and the mobile number in question
2. Log onto Dragon
3. find the customer name from the  box on the right
   
4. Go to CRM
5. Click on Search
   
6. Enter the mobile number in the top box
   
7. Click on search at the bottom
8. This will bring up all customer replies to items of feedback for that Company and that mobile number entered
9. This will show the ID, the mobile number, the uuid, rant and rave ID the score and the feedback message
   1. 
      
10. If then you click on the ID in the first column it will bring up the details of that feedback
11. Click on service history at the top
12. This will show you the details of the service, if it is interactive, and the amount of messages sent
    
13. Click on the number of messages
14. This will bring up all of the messages, the time sent, mobile number they were from and the score.  This will be anything received for this company by this mobile in the time selected
    
15. For the above example above there were two replies and a comment - the comments at the top were sent at different times but they are for the same feedback ID as shown in diagram a) above.  This means that the customer replied to the same solicitation feedback request twice
    1. This will show in the Rant & Rave dashboard as one item but split by a   / 
16. Send the relevant details if contain customer information via send safely to the customer?

Internal Information


Resolution Category

Question::Other

Keywords
dragon, feedback, responses, solicitation, raexternalrequest