🚀 Introducing an Updated Direct Messaging Experience for Product Reviews

Hey everyone, Nish from the Product Team here! We’re thrilled to introduce an exciting new feature that will completely transform how you engage with your customers—Direct Messaging for Product Reviews. We've expanded on public replies and brought a chat like experience to Product Reviews. All the changes here also update the Brand Direct Messaging experience.

One-on-One Conversations, Right Within Product Reviews

Engaging with customer feedback has never been easier. With this latest update, you can now respond to product reviews via direct messaging, creating a real-time, seamless conversation between your team and your customers.

Got a negative review? Respond privately and resolve issues faster.

Customer has a question? Answer it directly in a dedicated chat interface.

Need more details? Request additional info, photos, or even suggest a review revision—all in one place.

What’s New?

 Updated Feature 1 - Direct Messaging Built into Product Reviews

We’ve added a new Direct Message tab inside your review engagement dashboard. Instead of just posting public replies, you can now start a private conversation with a customer right from their review—just like a live chat.

• Fully integrated with your review system

• One-click access for customers—no login required

• Automated email notifications ensure they never miss a response

How it Works:

• See a new Direct Message option when responding to a review.

• Send a personalized message using quick reply templates or shortcodes (e.g., adding their name automatically).

• Customers receive an email with a one-click reply—no logins, no hassle.

The result? Faster resolutions, happier customers, and a stronger brand reputation.

 Updated Feature 2 - Enhanced Shopper Reply Experience

We’ve overhauled the customer reply experience, making it more intuitive and mobile-friendly.

What’s New?

Customers can see the full conversation history—your messages, their review, and even product details.

They can edit their review anytime based on the conversation.

Your company logo & rep details show up, reinforcing trust and authenticity

Updated Feature 3 - Short Codes for Responses

Replying to reviews just got way more efficient!

Shortcodes for Personalization – Insert the shopper’s name, order details, or product info with one click.

Pre-written Templates – Choose from custom response templates to maintain a consistent tone and speed up responses.

Mobile-Optimized – Customers can reply easily from their phone, keeping engagement seamless.

Updated Feature 4 - Ask for Images or Video / Expand UGC Collection Shortcode Flow

Sometimes, resolving an issue turns a 1-star review into a 5-star experience. Now, you can:

Ask customers to revise their review once an issue is resolved

Request photos/videos to supplement their feedback (with a simple upload link!)

Example Use Case:

Your team resolves a defective product complaint → The customer receives a replacement → You send a quick message:

“Hey [Customer Name], we’re so glad we could make this right for you! Would you be open to updating your review to reflect your experience?”

Why You’ll Love This Update

With this new feature, you can strengthen customer relationships by resolving concerns privately before they escalate, building trust and loyalty along the way. It also helps boost positive reviews by making it easy for satisfied customers to update their feedback after a great experience. AI-powered templates and automation streamline responses, saving your team time while maintaining a personal touch. Most importantly, this feature protects your brand reputation, turning negative feedback into meaningful opportunities to win back customer trust.