Understanding reviews
Understanding reviews
Nabooki's reviews feature lets customers leave feedback after their booking, and gives you tools to respond, display reviews on your website, and highlight your best feedback. This article explains how the feature works and what you can do with it.
How it works
When a customer completes a booking, Nabooki can automatically send them a feedback email inviting them to leave a review. Once submitted, that review is attached to the booking and visible in Nabooki.
To enable customer reviews, this can set up on your service booking preferences.
As a merchant, you can respond to reviews, display them publicly using the Reviews Widget, and mark standout reviews as featured. You control whether responses are published and whether customers are notified when you reply.
Where to find your reviews
Once customers start leaving feedback, you can view it in two places:
- CRM > Reviews — a central list of all reviews across your bookings, where you can respond, edit responses, and manage feedback.
- Your email inbox — customers who reply to the feedback email will appear directly in your inbox.
- Booking Detail > Reviews Tab — when customers leave a review, you can also view this on their booking detail.
Concepts of reviews
Feedback email
An automated email sent to the customer after their booking, inviting them to submit a review. The system sends one feedback email per service per customer. If the customer has already reviewed that service, or if check-in is required and the customer wasn't checked in, the email won't be sent automatically — but you can resend it manually from the booking ticket.
Merchant response
Your reply to a customer's review. Responses can be published publicly or kept private. You also control whether the customer receives a notification when you reply.
Reviews Widget
An embeddable widget you can add to your website to display customer reviews. Supports both all reviews and featured reviews display modes.
History tab
A log on the booking ticket that records all review-related activity. Use it to track the full timeline of feedback and responses for a booking.
History tab event reference:
- Customer feedback received — The customer submitted their initial review
- Customer feedback updated — The customer edited their review
- Response to customer feedback submitted — You posted your initial response
- Response to customer feedback updated — You edited your response
Viewing and managing reviews
You can view all of your reviews under CRM > Reviews.
From here, you can manage your reviews by clicking the three dot menu to:
- View - to see the full review.
- Moderate - to hide the review from display.
- Respond - to provide a response to the review.
- Delete - to completely remove the review.
Troubleshooting & FAQs
Can I control whether my response is published or if the customer is notified?
Yes, when replying to a review you can choose to not publish your response publicly or to publish without notifying the customer.
Can I edit my response after posting it?
Yes, responses can be edited at any time via the Reviews section or booking ticket.
Why didn’t my customer receive a feedback email?
Customers only get one feedback request per service. If they’ve already submitted feedback or weren’t checked in (if check-in is required), the feedback email won’t be sent automatically.
How do I resend a feedback email?
You can resend a feedback email by opening the booking ticket in Schedule > Calendar and clicking Resend feedback.
Need Help?
If you need assistance, contact our support team:
💬 Live Chat: Click the chat icon in the bottom-right corner of the screen.
📧 Email: support@nabooki.com
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