Edge Chat
Learn how to use Edge Chat to retain customers and improve their experience
Not every customer experience will be perfect, but how you respond makes all the difference. Following up after a negative experience can help rebuild trust and bring customers back.
Edge Chat helps you do exactly that by giving you a simple way to identify unhappy customers, stay on top of conversations, and follow up in real time.
We recommend responding to customers within 24–48 hours. Quick follow-up shows you care, helps protect your reputation, and increases the chances of turning a negative experience into a positive one.
How Edge Chat works
After a visit, customers receive a text message asking about their experience.
If a customer responds with a 1–3 star rating, a conversation is automatically created in Edge Chat so you can follow up directly.
You can get to these messages from within the Edge platform, and you’ll also receive an email notification with a link that takes you straight into the conversation.
To update who receives these notifications, go to SMS Settings, select Edit on your SMS flow, and add recipients under Negative Review Recipients. If there is more than 1 flow, be sure to edit each of them, and don’t forget to save before exiting.
Managing conversations
Inside Chat, conversations are organized into two tabs:
Unresolved: Conversations that are created when a customer leaves a low rating (1–3 stars) after their visit and require follow-up.
If a customer visits multiple times and leaves a low rating again, a new issue will be created and the conversation will move back to Unresolved, even if it was previously marked as resolved. Conversations will remain unresolved until they are manually marked as resolved.
Resolved: Conversations that have been marked as resolved by you or someone on your team with Edge Admin access.
When a conversation is marked as resolved, the same users who were notified of the original negative experience will receive an update, so your team can close the loop with confidence.
You can also filter by Unread messages to quickly see who needs a response.
Note: If a customer accidentally responds with a low rating, we recommend resolving the conversation, even if they indicate they intended to leave a positive rating. This will not impact any workflows, as only genuine negative feedback should remain unresolved. Although not currently on our immediate roadmap, we are tracking interest in a flagging system and will share updates if this becomes a priority.
Helpful indicators:
A red badge shows how many conversations are unresolved
A blue badge shows where unread messages are located
Each conversation also includes a timeline of activity, so you can easily see what’s already been done, like when internal notes were added or when a conversation was resolved and by who.
Customer insights
At the top of each conversation, you’ll see key details about the customer, including:
Name, phone number, and location visited
An overall rating, based on their past feedback over time
You can click on the customer’s name to open their customer profile. The customer profile includes visit history, feedback, and additional insights to better understand their experience with your business.
Cleaner conversations
Messages with no customer response are no longer shown in Chat. This keeps your inbox focused on real conversations that need attention, without extra noise.
You can still view full customer history, including visits and surveys, from the customer profile if needed.
Customer Returned alert
When a customer comes back after a negative experience, you’ll now see a Customer Returned alert in the conversation.
This gives you a clearer picture of recovery by showing:
How many times the customer has returned since their negative review
How much they’ve spent across those visits
Any positive feedback they’ve shared since
If the customer has another negative experience, a new conversation will be created, and a new Customer Returned cycle will begin after they return again.
With Edge Chat, you can:
Stay on top of customer feedback
Respond quickly to negative experiences
Build stronger, long-term customer relationships
All in one place.
If you have any questions, please don't hesitate to reach out to us at support@ouredge.com. We are here waiting to help you and it's our mission to help Employees earn more money for all of the hard work they do! 😊 ❤️