Reviews in Aptly help you understand how your team is performing and how customers feel about their experience. Before you can start collecting feedback, reviews must first be enabled in your system.
This guide walks through:
- The types of reviews available
- How to enable reviews
- Where and how reviews are sent
- How to view and manage feedback
Understanding Review Types
Aptly offers two types of reviews: CSAT and NPS. Both measure customer satisfaction, but they do so in different ways.
CSAT (Customer Satisfaction Score)
CSAT measures how satisfied a customer is with a specific interaction or experience.
- Scale: 1 to 5
- Best for: Transaction-based feedback (e.g., a completed task, support interaction, or service request)
- Visualization options:
- Numbers (1–5)
- Stars ⭐
- Emoticons 🙂
CSAT is ideal when you want quick feedback on a specific moment in the customer journey.
NPS (Net Promoter Score)
NPS measures overall customer loyalty and likelihood to recommend your company.
- Scale: 1 to 10
- Best for: Measuring long-term satisfaction and brand loyalty
- Visualization: Numbers only (1–10)
NPS is typically used to understand broader sentiment rather than a single interaction.
Key Differences
Feature | CSAT | NPS |
Scale | 1–5 | 1–10 |
Focus | Specific experience | Overall loyalty |
Visual Options | Numbers, stars, emoticons | Numbers only |
Use Case | Task-based feedback | Relationship-level feedback |
Enabling Reviews
To start collecting reviews, an admin must enable the feature:
- Go to Settings
- Select Company Settings
- Click Review Management
- Toggle Reviews On
Note: Admin access is required to access Company Settings.
Configuring Reviews
Once enabled, you’ll see two main sections for setting up how reviews are collected.
1. Reviews for Conversations (Inbox)
You can automatically request reviews after conversations are closed.
- Enable Closed Conversations
- Select your Review Type (CSAT or NPS)
- If using CSAT, choose your preferred visualization (numbers, stars, or emoticons)
- Preview your survey on the right side
No additional setup is required in the inbox beyond this step.
Permissions Tip:
You can control whether users can review a review or disable sending a review by adjusting roles and permissions.
2. Reviews for Boards
You can also collect reviews based on workflow progress within boards.
Add a Board
- Click the + (plus) button
- Select a board
- Choose a review type
- If CSAT, select a visualization
Choose Contact Types
Select which contacts should receive reviews:
- Owner
- Tenant
- Vendor
- Or any combination
This setting is global, meaning it applies to both conversations and boards.
Example:
On a Tenant Renewals board, you may choose to send reviews only to the owner, only to the tenant, or both.
Optional Settings
Include Card Name in Survey
You can include the card title in the review request.
This helps recipients understand what they’re reviewing.
Example:
- Property address + tour date
- Prospect name + listing
Sending Reviews from Boards
Reviews are triggered by stages in your workflow.
To configure:
- Go to your board
- Open Advanced Settings
- Select Card Options
- Click Stages
- Choose the stage where a review should be sent
- Check the Review box
Example:
On a Work Orders board, you might send a review when a card moves to Service Complete.
When a card enters that stage:
- If the contact type is selected → a review email is sent automatically
Sending Reviews via Email Signature
You can also collect reviews manually by adding a review link to your email signature.
To enable:
- Go to your Profile
- Open the Signature Builder
- Enable Include Review Link
Each link is unique to the sender. When a recipient submits a review:
- A new review card is created automatically
Viewing and Managing Reviews
Reviews Board
- A Reviews Board is automatically created after the first review is submitted
- All reviews appear as cards in the first stage
- There are no default automations, so you can customize this board as needed
The board will not appear until at least one review has been received.
Tracking Performance
As reviews come in, Aptly calculates your Company Happiness Score.
You can view:
- Last 30 days score
- All-time score
- Custom period score (based on filters)
- Breakdown of:
- Positive reviews
- Neutral reviews
- Negative reviews
Click View Details to open the Reviews Board and explore individual responses.
Summary
Enabling reviews in Aptly allows you to:
- Collect feedback automatically or manually
- Measure satisfaction using CSAT or NPS
- Target specific contact types
- Trigger reviews at key workflow stages
- Track performance over time with a happiness score
Once set up, reviews become a powerful tool for improving customer experience and identifying opportunities for growth.
Related Articles
AI Agent Quick Summary — Reviews
Feature: Review Management
Purpose: Automatically collect customer feedback
Data Feeds Into: Company Happiness
Trigger Types
Conversation
- Sent when conversation closes
Board
- Sent when card enters review stage
Review Types
Type | Scale | Measures |
CSAT | 1–5 | Satisfaction |
NPS | 1–10 | Loyalty |
Storage
- Auto-creates Reviews board after first submission
- Each review = card
Required Setup
- Enable reviews
- Select contact types
- Choose review type
- (Boards only) enable stage trigger
Optional Features
- Include card name
- Public review links
- User opt-out permissions