Getting notified about new concerns

This article explains when Rezolv™ sends an alert about a new private concern, what each alert contains, and how to select the recipients. For information about alerts throughout MyReviewz™, see Notification and alert settings.

When the alert goes out

Alerts are sent immediately after a customer selects Submit concern. MyReviewz™ saves the concern and sends a separate alert for that concern; alerts are not batched or delayed for a daily digest.

Who gets it, and how

Rezolv™ alerts are set per person. Each teammate's Rezolv™ alert is one of:

• Off — they hear nothing about concerns.
• Email — they get an email for every new concern.
• Text — they get a text message for every new concern.

Everyone set to Email gets the email; everyone set to Text gets the text. One person can't be set to both at once, but different people can use different channels.

What's in the alert

The email (subject: "New private concern — [your business]") tells you everything you need to act:

• The topics the customer picked
• What they wrote, in their own words
• How they'd like to be reached — "Wants a reply by email — Jamie: jamie@example.com", "Wants a phone call — …", or "The customer chose not to be contacted."
• A Respond in your dashboard button that opens your Rezolv™ page

The text message is deliberately short: a note that a new concern came in for your business, plus a link to your dashboard. No details go into the text, so a customer's words and contact information never sit in someone's message history.

Setting who gets notified

1. Open Settings → Team.
2. Find the person's card and look for Notification preferences.
3. On the Rezolv™ row ("When a customer sends a private message"), choose Off, Email, or Text.

Changes save on their own — you'll see a brief Saved confirmation.

A few things to know:

• The owner can set alerts for everyone. Other teammates see only their own card and set only their own preferences.
• Text is a personal choice. Only you can turn on Text for yourself — the owner can't switch it on for someone else. The first time you choose Text, MyReviewz™ asks for your mobile number and your agreement before any texts are sent. Reply STOP to any text to opt out.

If nobody's listening, Rezolv™ turns itself off

This is the one rule worth remembering. If no one on your team has Rezolv™ alerts set to Email or Text, Rezolv™ deactivates: customers who scan your QR code simply aren't offered the private-concern option. That's on purpose — we'd never invite a customer to share a concern that nobody would ever see.

You'll know when this happens. Your Home page shows a message that Rezolv™ is deactivated, and the Team page shows a warning that nobody's set to hear about private messages. The fix takes seconds: set at least one person's Rezolv™ alert to Email or Text, and Rezolv™ switches back on by itself.

The fallback email

There's a safety net in Settings → Fallback notification email. If a concern comes in and no one is set to receive Rezolv™ alerts by email (say your only recipient chose Text), the email copy goes to this address instead. It only ever kicks in when there's no email recipient — it never replaces your team's own settings.

A quick checklist

• At least one person has Rezolv™ alerts set to Email or Text.
• That person is someone who can actually act on a concern — call the customer back, make it right.
• When someone leaves your team, reassign their alerts so concerns don't go quiet.

About Rezolv™

Rezolv™ is an optional $19/mo add-on to Reviewz™ (the core MyReviewz™ service), or part of the Complete bundle at $59/mo. It's included automatically in your 30-day free trial. For the full picture, see Rezolv™: hear about problems before they become reviews.

Still have questions?

Email us at help@myreviewz.app — we're glad to help.