The Momos Unified Inbox is your central hub for managing customer feedback. It consolidates input from multiple sources including social media, reviews, surveys, messages, and cases. With this, you can handle everything in one place.

TABLE OF CONTENTS

• How It Works
• Navigation
• Third-party Platforms
• Feedback Types
  • Reviews
    • Review Type Per Platform
      • Google Review
      • Facebook Review
      • Doordash Review
      • Grab/Foodpanda/Deliveroo Reviews
    • Survey
    • Messages
    • Cases

How It Works

• Get a comprehensive overview of all feedback, with indicators showing whether an item has been resolved or is still awaiting action.

• Leverage MomosAI-powered features, including advanced filters and customizable searches, to streamline your workflow.

• Collaborate effectively by assigning and tagging feedback, leaving internal comments, and tracking progress until resolution.

• Respond quickly using:

  • MomosAI’s automated response suggestions
  • Saved responses from the library
  • Your own message

Navigation

To access the Unified Inbox, go to Care > Inbox in the left-hand navigation.

Here, you will see an overview of all incoming feedback collected across your connected platforms.

Third-party Platforms

In addition to Momos Surveys and Cases, the Unified Inbox gathers feedback from external sources. These are grouped into three main types:

1. Social Media - Google, Meta (Facebook, Instagram, Messenger), SMS
2. Reservation - Opentable, Yelp
3. Food Delivery - Uber Eats, Doordash, Grabhub, Grab, FoodPanda

Feedback Types

By understanding the different feedback types, you can prioritize actions, respond more effectively, and measure overall customer sentiment across all your platforms.

Reviews

Reviews are customer reviews collected from your connected platforms. Each review is automatically analyzed and categorized by MomosAI, giving you quick insight into the sentiment and context.

• Green categories indicate positive feedback.
  

• Red categories indicate negative feedback.

This is done by MomosAI Categories. You can check out all the categorized data under Categories & Keywords in Care Analytics.

Review Type Per Platform

Google Review

Reviews with 3 stars or lower will trigger Service Recovery, prompting you to share a Recovery Form with the customers.

Facebook Review

Facebook’s “Recommend” is translated into a 5-star rating in Momos, and “Do Not Recommend” is translated into a 1-star rating.

Opentable Review
Functionally similar to Google Reviews, you can insert a Recovery form for ratings 3 stars or lower.

Doordash Review

For Doordash Reviews, you have the option to attach an offer with your response.

Grab/Foodpanda/Deliveroo Reviews

For Grab, FoodPanda and Deliveroo, you cannot reply directly to reviews on these platforms. The Order ID is displayed at the top of the review for reference for Deliveroo and Foodpanda.

Survey

Surveys are a versatile and customizable feedback channel designed to improve customer engagement. They help boost brand reputation through Google Boosted Reviews, generate revenue by offering rewards, and serve as a tool for building a robust customer database.

Learn more about Surveys here.

Messages

Messages are direct, one-to-one communications between the customer and your business. They are commonly received through platforms like SMS or Facebook Messenger and are useful for inquiries, feedback, or other interactions that require a personalized response.

Cases

Cases are customizable tools for collecting specific information from customers. They can be used to gather contact details, register participants for events, or collect feedback on specific topics. Cases can be shared with customers via a short link or a custom QR code. 

Learn more about Cases here.