Sending feedback and feature requests

In this article, you'll learn how to send us a feature request, a bug report or a plain question from inside the CRM. It all goes through one page, Contact, and we answer by text from the Review Monster number until it's sorted.

To open the Contact page on a computer:

1. 1.Click the yellow + near the top of the menu.
2. 2.Click Contact. It's the last item, under a line of its own.

To open it on a phone (the app or a phone-size browser):

1. 1.Go to Home, Conversations, Schedule or Contacts. Those screens have the bottom bar.
2. 2.Tap the yellow + on the bottom bar.
3. 3.Tap Contact, the last item, set apart under a heavier line.

Check Features first

Before you ask for something new, check whether it's already built. If you see Features in the menu, click it to open the store. A lot of tools are already there and only need switching on.

Send a request or report a problem

On a computer, the Contact page has three cards, and only one is open at a time. Account Portal is open when the page loads. Use it for anything: a change you'd like, something that isn't working, an idea or a question.

On a computer

1. 1.In the box, type what you'd like changed, fixed or answered.
2. 2.To show us what you mean, click Add a file or screenshot. You can add up to five. A zip, a PDF or a spreadsheet is fine, but programs aren't.
3. 3.To talk it through instead, click the microphone next to Or record a voice memo. Click it again to stop. You can play the memo back, or click Record again to redo it.
4. 4.Click Send.

You'll see Sent — we'll text you shortly. Your files go up right after the note, with a count while they send.

On a phone

On a phone, in the app or a phone-size browser, the page is two plain cards instead.

1. 1.In the Account Portal card, type what's on your mind.
2. 2.Tap Add a screenshot for pictures, or Attach a file for anything else. You can add up to five in total.
3. 3.To record a voice memo, tap the microphone. Tap it again to stop. Tap Remove to drop the memo.
4. 4.Tap Send feedback.

You'll see Thanks — that's with us. Tap Send another if you have more.

Follow the conversation

On a computer, everything you've sent through Account Portal sits under Your conversation with us, below the cards. It's one running conversation, oldest message first, with a small grey marker showing where each new topic started. Our messages are on the left, yours on the right in green. A message that came by text or email says so under it.

The heading carries a status:

• •we're on it: we're working on it, and you'll see Looking into this… while we are.
• •with a person: someone on our team has picked it up.
• •waiting on you: we've answered and need something from you.
• •done: it's sorted.

To reply, or to ask for something new:

1. 1.Type in the box at the bottom. You can add files here too.
2. 2.Click Send, or press Enter. Shift+Enter starts a new line.

Sometimes we'll offer a few suggested next steps under our last message. Click one and it goes as your reply, word for word.

If we've changed your website for you, a Changes to your website list sits under the conversation. Each change has a Restore button that puts it back the way it was. You'll be asked Put this change back? before anything happens.

Email Eric directly

Prefer a regular email? It goes to Eric, and the reply comes back to the email address on your account.

On a computer:

1. 1.Click the Contact card under Account Portal. It opens and the Account Portal card folds away.
2. 2.Fill in Subject and Message. Send stays grey until both are filled in.
3. 3.If you like, click Add a screenshot. This form only takes pictures.
4. 4.Click Send. You'll see Sent. Eric will reply to your email.

On a phone:

1. 1.Scroll down to EMAIL ERIC.
2. 2.Fill in Subject and the message box.
3. 3.Tap Send email.

Book a Zoom call

On a computer there's a third card, Zoom Meet, for when it's easier to talk it through.

1. 1.Click Zoom Meet to open it. The card is headed Support Call.
2. 2.Pick a time from the calendar. Times show in your own time zone.
3. 3.Click the Book button. It shows the time you picked.

You'll see Support call booked, with the Zoom link or a note that it's on its way by email. A confirmation lands in your inbox, and we'll remind you the day before and an hour before. Join from a desktop computer if you can.

Related articles

• •Getting help with the CRM
• •Choosing your shortcuts and features
• •Find your way around the CRM
• •Phone app overview