Review System — Customer Playbook

For AdtoSign Customers | How to set up, configure, and manage the Review Request system

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What the Review System Does

AdtoSign's Review Request system lets your employees collect customer feedback and reviews through automated email signatures. When an employee sends an email, a review call-to-action (CTA) can be included that directs recipients to leave a review.

Key Capabilities

• Internal reviews (Rate My Service): Collect feedback from internal colleagues about an employee's service
• External reviews: Direct external recipients to public review platforms (Google, Trustpilot, etc.)
• Multi-platform: Works from Outlook add-in, Gmail add-on, Zoho eWidget, Zimbra Zimlet, and web fallback
• Automated reminders: Configurable reminder schedule for pending reviews
• Badge system: Display rating badges in signatures (passive + active)
• Manager dashboard: Team performance rollup with escalation support
• Employee portal: Self-service view of interactions and review status
• Domain rules: Restrict review requests to specific recipient domains

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Getting Started

Step 1: Enable Reviews on a Signature

1. Go to Signatures in the sidebar
2. Edit or create a master signature
3. Go to the Reviews tab in the signature editor
4. Enable Internal Reviews (Rate My Service) and/or External Reviews
5. Configure the review CTA text and style
6. Save the signature

Step 2: Configure Review Settings

1. Go to Review in the sidebar
2. Configure the following tabs:

Reminders Tab

• Enable reminders: Turn on automated reminder emails
• Reminder schedule: Configure how many reminders and intervals (e.g., 3 days, 7 days, 14 days)
• Reminder template: Customize the reminder email content

Badges Tab

• Badge definitions: Create rating badge definitions (e.g., 5-star, 4-star)
• Badge display: Configure how badges appear in signatures
• Auto-sync: Badges automatically sync to signatures when reviews are collected

Team Tab (Manager Dashboard)

• Escalation config: Set escalation threshold (e.g., escalate if rating ≤ 2 stars)
• Escalation emails: Add additional email addresses for escalation notifications
• View team performance: See aggregated review stats per employee

Step 3: Configure Domain Rules (Optional)

Restrict which recipient domains can receive review requests:

1. Go to Directory > Domain Rules
2. Add specific domains (e.g., partner.com) or wildcards (*.partner.com)
3. Blank = allow all domains (default)

Step 4: Test the Review Flow

1. Have an employee compose an email to a test recipient
2. Use the AdtoSign add-in to insert a review request
3. Send the email
4. Verify the recipient receives the CTA
5. Click the CTA and verify the review form works
6. Check the Review page for the collected review

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Review Types

Internal Reviews (Rate My Service)

• Purpose: Collect feedback from colleagues about an employee's service quality
• CTA: "Rate My Service" button/link in the email signature
• Flow: Recipient clicks CTA -> redirected to a rating form -> submits rating + comment
• Visibility: Ratings visible in the employee's signature as badges (if enabled)
• Dashboard: Manager Team page shows aggregated internal review stats

External Reviews

• Purpose: Direct external recipients to public review platforms
• CTA: "Leave us a review" link in the email signature
• Flow: Recipient clicks CTA -> redirected to external review platform (Google, Trustpilot, etc.)
• Configuration: Set the external review URL in the Reviews tab
• Platform name: Displayed in the CTA (e.g., "Review us on Google")

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Multi-Platform Review Requests

Review requests can be sent from multiple email platforms:

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Badge System

How Badges Work

1. Badge definitions: Admin defines badge types in Review > Badges tab
2. Passive badge: A static rating badge showing the employee's average rating
3. Active badge: A clickable badge that links to the review form
4. Auto-sync: When a review is collected, the badge in the signature updates automatically
5. Per-master toggle: Badges are enabled per master signature in the Reviews tab

Badge Display Rules

• Badges are NEVER baked per-master at compile time
• Badges are org-gated and manually inserted by the user via the add-in
• The signature bundle does NOT carry the review widget
• The RMS (Rate My Service) widget has a never-bake guard

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Manager Dashboard

Team Performance (Review > Team)

• Aggregated stats: Average rating, review count, response rate per employee
• Pending reviews: See which employees have pending review requests
• Escalation panel: Reviews below the threshold are escalated
• Escalation config: Set threshold (1-4 stars) and additional email recipients

How Escalation Works

1. When a review is submitted with a rating at or below the threshold:
2. An escalation email is sent to the employee's manager (from managerEmail in directory)
3. Plus any additional email addresses configured in the escalation config
4. The escalation email includes the review details

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Employee Portal (/my-reviews)

What Employees Can See

• Overview: Summary of their review interactions and ratings
• Requests: List of their review interactions with status (pending, reviewed, expired)
• Badges: Their earned badges
• My Links: Their personal review links

What Employees Can Do

• View their interaction history (last 365 days)
• See submitted reviews (rating + comment + date)
• Resend reminders for pending internal reviews
• (Phase 5, planned) Request a review directly from the portal

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Troubleshooting

Review CTA Not Appearing in Emails

1. Check if reviews are enabled on the master signature (Reviews tab)
2. Check if the employee has the add-in installed
3. Check if domain rules are blocking the recipient domain
4. Check if reviews are suppressed for internal domain recipients
5. Verify the review-config API returns enabled: GET /api/addin/review-config?email=<user>

Reviews Not Being Collected

1. Check if the review token is valid (10-minute TTL)
2. Check if the review form is accessible
3. Check Sentry for errors in review-request or review-collection APIs
4. Check if the employee's email matches the token email

Badges Not Updating

1. Check if badge definitions are active (Review > Badges)
2. Check if the per-master toggle is enabled (Signatures > Reviews tab)
3. Check if the review was successfully collected (Review > Team)
4. Wait for signature recompile (badges sync on recompile)
5. Check if the RMS never-bake guard is preventing the update

Reminders Not Sending

1. Check if reminders are enabled (Review > Reminders tab)
2. Check if the reminder cron is running
3. Check if the recipient is unsubscribed
4. Check if the interaction is still pending
5. Check throttle rules (one reminder per 24h per interaction)

Escalation Emails Not Sending

1. Check escalation config (Review > Team > Escalation)
2. Verify escalation is enabled
3. Check if the employee has a managerEmail in the directory
4. Check if the rating is at or below the threshold
5. Check Sentry for sendMail errors

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Best Practices

1. Start with internal reviews: Enable Rate My Service before external reviews
2. Configure reminders: Set a reasonable reminder schedule (3, 7, 14 days)
3. Use domain rules: Restrict external reviews to customer domains only
4. Set escalation thresholds: Escalate low ratings (≤ 2 stars) to managers
5. Monitor the Team dashboard: Check weekly for trends and low ratings
6. Keep badges updated: Ensure badge definitions match your rating scale
7. Train employees: Show them how to use the "Request a Review" button
8. Don't over-send: Use the suppress-for-internal-domain option to avoid review fatigue

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References

• End-User Review Module Guide
• Review Request Setup Playbook
• Review Module Support Runbook