A tracked request creates one feedback link for one known service moment. It can include customer details, an external reference, location context, and delivery attribution.

What a request identifies

Use request fields to identify who or what the feedback is for:

• customer name
• customer email
• external reference
• campaign
• location or service area

External references can be order numbers, job IDs, appointment IDs, ticket IDs, case IDs, or other references from systems your business already uses.

Delivery attribution

Delivery attribution explains how the request link was sent. Examples include:

• email
• SMS
• POS
• booking system
• technician follow-up
• support workflow

Source and UTM fields on the request are defaults for generated request links. The response stores the source fields that were actually present when the customer opened the link.

Email invitations

If customer request email is enabled in your environment, an owner or admin can send a request invitation from a request detail page. CSV import does not send email automatically.