When you process feedback, the customer can reply to your message. The feedback will then go back to the section “To be processed”.
To find these new messages, go to the “Feedback” tab. Click on “To be processed”, and filter on “New messages”. A red dot shows you the number of new messages from your customers.
The customer's message is displayed at the bottom of your answer. Then, you have two options : Answer or close the feedback if the message doesn’t need any further response.
Both actions will allow you to change the feedback status to “processed”.