> ## Documentation Index > Fetch the complete documentation index at: https://help.lobyco.com/llms.txt > Use this file to discover all available pages before exploring further. # Set up customer feedback > Create the predefined options customers pick to say what their rating is about, and the thank-you messages the app shows after they send feedback. After a purchase, the app asks customers to rate their shopping trip and say what the rating is about. This page helps you set up the options they pick from and the thank-you message they see afterwards. > [!NOTE] > > You need the Customer Feedback admin role to see **Customer Feedback** in the menu. [Measure](/business-documentation/measure#how-customer-feedback-works) explains what customers see in the app. ## Open Customer Feedback In Lobyco Nexus, go to **Member management** → **Customer Feedback** in the left menu. It has two tabs, **Predefined options** and **Thank you messages**. Each tab lists what's already there, with a filter above each column. The **Status** column shows whether each one is a **Draft** or **Published**. The rows that start with **Default** come from Lobyco. You can't change the default predefined options. You can edit the default thank-you messages, as [Create a thank-you message](#create-a-thank-you-message) explains. ## Create a predefined option A predefined option is one thing customers can say their rating is about, such as cleanliness, prices or staff. On the **Predefined options** tab, select **Create new**. | Field | What it does | | - | - | | **Title** | What customers see as the option. Up to 50 characters, and no two options can have the same title. | | **Assign Predefined option to scenarios** | Which chains show the option, and after which ratings. Each chain has a row, with a column for each rating from **Rating 1** to **Rating 5**. Tick **All** to tick every rating for that chain. | Customers pick options after they choose a rating, so tick at least one rating before you publish. Keep the list short, about 10 options at most, so customers can pick quickly. Change the options rarely, so your feedback stays comparable over time. ![The Create new Predefined option form. Title holds Cleanliness, with Maximum 50 characters under it. Under Assign Predefined option to scenarios, a table has a row for each chain and the columns All and Rating 1 to Rating 5. Rating 1 and Rating 2 are ticked for 34 chain, All and every rating for i1, and Rating 1 to Rating 3 for chain 20. Cancel, Save as draft and Publish are at the bottom.](https://mintcdn.com/lobyco-4c9fb3ad/WYxSmfbwe1zr5xYw/images/measure-07-new-predefined-option.png?fit=max\&auto=format\&n=WYxSmfbwe1zr5xYw\&q=85\&s=29a936a4392f1bd72d4f3862b12abd2d) *A new predefined option, with ratings ticked for three chains* ## Save or publish the option * **Save as draft** keeps the option without showing it in the app. It only needs a title. * **Publish** shows the option in the app, for the chains and ratings you ticked. Confirm in the dialog that opens. The option then shows in the list as **Published**. ## Create a thank-you message A thank-you message is what the app shows a customer after they send their feedback. Each message belongs to one predefined option, and to the chains and ratings you choose. When a customer picks an option that has no message for their chain and rating, they see Lobyco's general default message. On the **Thank you messages** tab, select **Create new**. | Field | What it does | | - | - | | **Message** | The text the app shows. Keep it to about 150 to 200 characters, so it's quick to read. | | **URL Text** | The words customers select to open a link, such as *Read how we use your feedback*. Up to 255 characters. Optional. | | **URL** | Where the link goes, such as your FAQ or terms and conditions. Up to 2,048 characters. The app opens it inside the app. Optional. | To show the link, type the whole of `{UrlText}` into **Message** where the link should go, with your own words around it. Lobyco swaps `{UrlText}` and `{Url}` for what you typed in **URL Text** and **URL**. Write them exactly like that, with the capitals. If you write `{url}` in lowercase, Lobyco doesn't replace it, so the link doesn't work. Then choose who sees the message, under **Assign thank you message to scenarios**. | Field | What it does | | - | - | | **Select predefined option** | The option this message answers. Only your own options are listed, not the default ones. | | Chain and rating table | Which chains and ratings show this message. You can only tick the chains and ratings the option is assigned to. | When a customer sends feedback, the app picks one message. | What the customer sent | The message they see | | - | - | | A rating and one option | Your message for that option, at the customer's chain and rating. | | A rating, with no option and no comment | Lobyco's default message for a rating alone. There's one for each rating. | | A rating with several options, or a rating with only a comment | Lobyco's default message for several options or a comment. There's one for each rating. | | Anything else, such as one option with no message for that chain and rating | Lobyco's general default message. | The default messages are worth editing, for example to add a link to your FAQ. Open one from the list with **Edit**, change it, then select **Update** and confirm. Default messages stay published, so your change shows in the app as soon as you confirm. ![The New thank you message form. Message holds Thanks for your feedback. We're sorry it was out of stock., followed by the link markup with \{Url} and \{UrlText} in it. URL Text holds Read how we use your feedback, and URL holds https://example.com/feedback. Under Assign thank you message to scenarios, Goods out of stock is picked as the predefined option. In the chain and rating table, only the chains the option is assigned to can be ticked, and only for Rating 1 to Rating 3. Rating 1 and Rating 2 are ticked for 11 chain, and Rating 1 to Rating 3 for Cats. All and Rating 3 for 11 chain, All for Cats, and All and Rating 1 to Rating 3 for one blurred chain can be ticked but are empty. Every other box, including Rating 4 and Rating 5 on every row, is greyed out. Three chain names are blurred. Cancel, Save as draft and Publish are at the bottom.](https://mintcdn.com/lobyco-4c9fb3ad/WYxSmfbwe1zr5xYw/images/measure-08-new-thank-you-message.png?fit=max\&auto=format\&n=WYxSmfbwe1zr5xYw\&q=85\&s=25d53193c264666dda21ecee1cc64e98) *A new thank-you message, with only some boxes free to tick* ## Save or publish the message * **Save as draft** keeps the message without showing it in the app. * **Publish** shows the message in the app. Confirm in the dialog that opens. The message then shows in the list as **Published**. The next customer who sends that rating and option at one of those chains sees it. ## Change or remove an option or message In either list, select **…** at the end of a row. | Action | What it does | | - | - | | **Edit** | Opens it. On a published one, make your changes and select **Update**, then confirm. | | **Back to draft** | Takes a published option or message out of the app. It isn't there for the default ones. | | **Delete** | Removes it. You can only delete a draft, so take a published one back to draft first. | ## Troubleshooting > **Why can't I publish my predefined option?** > > Check two things. The **Title** must be filled in and not used by another option. If it is, the form says *The predefined option with specified title already exists.* At least one rating must be ticked in **Assign Predefined option to scenarios**. > **Why can't I change a default predefined option?** > > The options that start with **Default** come from Lobyco, and their buttons are switched off. Create your own option instead. > **Why can't I tick some boxes for my thank-you message?** > > You can only tick the chains and ratings the predefined option is assigned to. Edit the option to add them there first, then come back to the message. > **Why doesn't the link in my thank-you message work?** > > Check three things: > > * **Message** holds the whole of `{UrlText}`, where the link should go. > * `{UrlText}` and `{Url}` are written exactly like that, with the capitals. Otherwise Lobyco doesn't swap in your link. > * Both **URL Text** and **URL** are filled in. ## Related * [Customer feedback reports](/business-documentation/measure/customer-feedback-reports) — how you get the feedback customers send, and what's in it. * [Measure](/business-documentation/measure) — how feedback works in the app, from the rating to the thank-you message. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.