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Show contact details on the feedback page

You will publish your contact email, your phone number, or both, on the private feedback form that customers see after a low rating. It takes two minutes and turns a complaint you can only read into a conversation you can have.

Steps​

  1. Select Profile, then My business information.
  2. Under Contact details, fill in Contact email and Contact phone. The hints under both fields say the value is shown on the feedback page.
  3. Turn on Show contact email, Show contact phone, or both. Each toggle has its own hint confirming that it displays the value on the feedback page.
  4. Select Save.
  5. Open your location's short link on a phone, give a rating below your threshold, and look at the feedback form. Your details appear under a Contact us heading, labelled Email and Phone.

Where they appear, and where they do not​

The contact block only appears on the private feedback form, which is the page with the free-text box asking what could be better. It does not appear on the rating page, and it does not appear on the thank-you page a happy customer sees before continuing to your review site.

A toggle alone is not enough

Trustaroo shows a contact detail only when the toggle is on and the field has a value. Switching on Show contact phone while the phone field is empty displays nothing, with no warning.

Choosing what to publish​

  • An email address is the safer default. It creates a written record, reaches whoever is on duty, and does not put a member of staff on the spot mid-service.
  • A phone number resolves urgent problems faster. Use it if someone can reliably answer during opening hours, and consider showing it only on locations with a staffed line.
  • Publishing neither is a valid choice. The feedback still reaches your dashboard and you can respond by other means. See Respond to unhappy customers.
Use an address you monitor

Customers who are already unhappy do not send a second message. A shared inbox that somebody reads daily beats a personal address that is on holiday.

Per location versus per business​

Everything on this panel acts as the default for every location, and a location can override it in two independent ways:

  • A different value. Fill in Contact email or Contact phone in the location dialog to publish that branch's own details. Leaving them empty uses the profile values.
  • A different visibility. The location dialog's Show contact email and Show contact phone fields are three-way: Use default from Location Defaults, Show or Hide. So one branch can hide the phone number the rest of the business shows.

Because value and visibility fall back separately, a location that supplies its own email but leaves visibility on the default will show its own address as soon as the profile-level toggle is on. See Per-location overrides.

Verify it before you rely on it​

Give a deliberately low rating on your own link once per location that matters. Reaching the feedback form and seeing the right address is the only proof that the toggles, the values and the fallbacks all line up. Your own test rating counts in the dashboard, so expect to see it in your numbers.