The Guest Inbox brings your location's surveys, incidents, and online reviews together, so you can see what's new, open a case, and take action without switching between the Responses, Incidents, and Online Reviews pages.
Opening the Guest Inbox
On your Store Level Dashboard, the To-Do tab shows a preview of your 3 newest guest feedback items from the last 30 days. Click any item, or Open Guest Inbox, to open the full inbox for that location.
Click the expand icon (↗) to go full screen. Click Exit full screen to go back.
Press Escape or click X to close the inbox.
On a phone, the inbox opens full screen automatically.
How the inbox is laid out
On the left: your list of guest feedback, newest activity first
In the middle: the case you've selected
Along the bottom: your actions, such as replying
Each item in the list shows the guest's name (or "Anonymous Guest"), a color-coded rating, the source, and how long ago it came in.
For surveys, the rating is the CER, and the source is the ordering channel, such as Dine-In.
For reviews, the rating is the star rating, and the source is the platform, such as Google.
A survey moves back to the top when the guest replies or someone @mentions you. A review stays in place by its review date.
Needs Action and Handled
The inbox has two tabs, so you always know what's left to do.
Needs Action holds the cases someone still has to deal with. Handled holds the rest. Your goal is to get Needs Action to zero.
A survey moves to... | When... |
Needs Action | A new survey comes in, the guest replies, or someone @mentions you (this only moves it for you) |
Handled | Your team replies to the guest, someone marks it Handled Externally, or an automatic reply is sent |
A review moves to Handled once your business has posted a response.
Read and unread
A blue dot and darker text mark feedback you haven't seen yet. This is tracked separately for each person, so a teammate opening a case doesn't clear it for you.
A case counts as read once you've scrolled to the newest guest message in its Activity section. Just opening it isn't enough.
On your first day with the new dashboard, you may see blue dots on older surveys you haven't opened before. That's expected, and you don't need to clear them.
Read and unread is separate from Needs Action and Handled. A case can be handled and still unread.
Finding feedback
Date range: choose the last 7, 30 (default), or 90 days.
Filters: click the filter icon, choose your options, and click Apply.
Feedback: Surveys, Online Reviews
Star Rating: 5, 4, 3, 2, 1
Within a group, any match counts: choosing Surveys and Online Reviews shows both. Across groups, both must match: Surveys plus 1 star shows only 1-star surveys. Star ratings are exact, so choosing 1 star and 5 stars shows only those two ratings. If you click outside the panel without clicking Apply, your changes aren't saved.
Search: click the search icon to find a guest by first name, last name, or email. For reviews, search by the reviewer's name. Search looks at who left the feedback, not what they wrote, and stays within your current date range and filters.
View all responses: scroll to the bottom of the list and click View all responses to open the full Responses page with your location and date range carried over.
Working a survey case
Click any survey to open it. The case is one continuous scroll, and the menu on the left (Overview, Guest Info, Feedback, Activity) jumps to each section.
At the top of the case
Guest name: click it to see the guest's email, phone, and previous responses, or open their full profile.
Viewers: shows who on your team has opened the case. Hover to see who and when.
Status icons: Created, Reviewed, Messaged, Recovered, and Resolved (for surveys linked to an incident). Hover over an icon to see the date and time.
Overview
Incident Summary: an AI-written summary with a severity label and the key points, shown when the survey has severity data
Experience Overview: the CER and Survey Score, plus details such as the order number (with a copy button), source, and tags
Guest Info
Field | What it shows |
Avg. Rating | The guest's average rating across their surveys |
Avg. Spend | The guest's average transaction amount |
Surveys Sent | How many surveys this guest has been sent |
Guest Since | The date of the guest's first survey |
Click Show Full History to see their previous replies, manager replies, and rewards. First-time guests show "This is the first Tattle survey submission from this guest."
Feedback
The guest's answers: Operational Categories, Additional Questions (click an image to view it), and Item-Level Feedback if your account has it.
Activity
Everything that's happened on the case, grouped by day, from oldest to newest: the survey, any incident, tags, internal notes, guest recovery, and every reply. Click a reply to open the full message.
Replying to the guest
Open the case and go to the reply box at the bottom.
Write your reply, or use Draft with AI or a template. The reply type is chosen for you, and you can change it.
Optionally, click Add Reward or Attach Image.
If the guest has more than one conversation, choose which one to reply in, or click + New Thread.
Click Send.
Replies are sent by email.
Images: JPG, PNG, GIF, or WEBP (not HEIC), up to 5 files. Each file can be up to 10MB, and all files together up to 15MB.
Drafts: an unsent reply is kept while the inbox stays open. If you close the inbox with text in the box, you'll be asked to confirm. Drafts aren't kept if you reload the page.
Internal notes and @mentions
Use the note box to leave a message for your team. It isn't sent to the guest.
@mention a teammate to notify them and put the case back in their Needs Action list.
A note without a mention doesn't change the case's status.
Case actions
You'll only see the actions your role allows.
Action | Who can use it |
Mark Handled Externally | Users who can reply to guests, on cases in Needs Action |
Flag | Users with flagging access |
Edit Survey Tags | Merchant Admins and Tag Editors |
Use Mark Handled Externally when you've taken care of a guest outside Tattle, such as by phone. Item-Level Feedback can't be edited from the inbox.
Online reviews
If your brand uses Tattle for online reviews, they show up in the inbox alongside your surveys. Click a review to see its details, any images, and a reply box for posting a public response.
Write your reply with AI, Manual, or Template.
Replies show who sent them and whether they were drafted with AI.
Reviews don't have internal notes or @mentions.
If you don't see online reviews, your account doesn't have them set up, or your role doesn't include Online Reviews access.
Good to know
The list doesn't refresh on its own. Close and reopen the inbox to see new feedback.
For global and groupable users: read status is tracked for each person, so opening a case doesn't clear it for the location's team.
If you have restricted access to guest data, guest emails are hidden, but names stay visible.
What changed from the previous dashboard
Previous dashboard | New dashboard |
Guest Feedback tile and Guest Feedback Activity | The Guest Inbox preview on the To-Do tab, which opens the full Guest Inbox |
Responses and Online Reviews tabs | One list, with a Feedback filter for Surveys or Online Reviews |
Marking activities complete | Needs Action and Handled tabs |
Reply opens the incident window | Read, reply, and take action in the same window |
Dropdown to the Responses, Incidents, and Online Reviews pages | View all responses at the bottom of the list |