New feature
Automated review requests without generic follow-up emails
SamDesk sends review invitations after a conversation is resolved. You control exactly which message goes out per inbox and integration, in the right language and tone.
Built for support leads who want more review volume without adding manual follow-up tasks for agents.
- Manual in-thread action: Resolve + Queue Review for explicit agent control.
- Inbox + Integration routing with clear fallback order.
- Multilingual templates with live preview and safe test-send.
- Optional sentiment guard to skip clearly negative conversations.
- AI light rewrite for natural phrasing while keeping template control.
Video: automated review follow-up in SamDesk
This short walkthrough shows how to configure template routing, language variants, and test-send from one review settings page.
What this demo covers
- How templates map to specific inboxes and integrations.
- How language variants and fallback logic work together.
- How to send safe tests to internal emails before going live.
Who gets immediate value
Multi-store support operations
Use different review messaging per storefront without manual switching by agents.
Support operations managers
Control tone and timing from settings while reducing repetitive closing work.
Teams running NL + EN support
Manage language variants per template and let routing choose the right one.
How review automation works
1) Configure templates and language variants
Create reusable review templates and add per-language variants with a default fallback.
2) Define routing rules
Route templates by Inbox+Integration, Inbox, Integration, or global scope, and choose auto-queue per rule.
3) Preview, test, and launch
Validate output with preview/test-send, then run manual queue actions or enable auto-queue only where needed.
SamDesk review settings page with template library, routing rules, and preview test-send
Operational KPI impact
Higher review throughput
Consistent post-resolution follow-up increases the chance that customers leave reviews.
Less manual workload
Agents no longer need to craft and schedule review invitations manually.
Stronger brand consistency
Routing-based templates keep review communication aligned across teams and stores.
Practical use cases
Shopify support inbox
After a ticket is resolved, agents can use Resolve + Queue Review or enable auto-queue only for this Shopify rule.
Multiple inboxes under one org
B2C and B2B teams can each run their own review messaging style from one shared platform.
Internal QA before launch
Send tests to internal email addresses to verify copy quality, links, and language behavior.
Rollout checklist
- ✓ Start with one global template and validate via internal test emails.
- ✓ Add Inbox+Integration rules for high-volume stores next.
- ✓ Create at least one default language variant per template.
- ✓ Decide whether the negative-sentiment guard should stay enabled for your team.
- ✓ Verify review URL, delay timing, and sender context by inbox.
- ✓ Track weekly: requests sent, review-link click rate, and net review inflow.
Frequently asked questions
Can I send different messages per store?
Yes. Templates can be routed at Inbox+Integration, Inbox, Integration, or global level.
Can we test safely before live rollout?
Yes. Test-send uses a separate message flow and does not set production solicitation flags.
Does this support multilingual operations?
Yes. One template can have multiple language variants with default-language fallback.
Can negative conversations be skipped automatically?
Yes. Review Settings includes a sentiment guard toggle so clearly negative cases do not get review emails.
