Customise your reply drafts

When you tap WhatsApp or SMS to reply to a customer, RateMate fills in a message for you. You can change the wording so it sounds like you. Only owners can do this.

Change your drafts

1. Tap Manage, then Replies.
2. Pick a tab: Happy (4–5), Unhappy (1–3) or No score.
3. Edit the text under Draft message. A live preview shows how it will look in WhatsApp.
4. Do the same for the other tabs if you want to.
5. Tap Save. You will see "Saved."

Each draft needs some text and can be up to 500 characters.

Which draft is used

RateMate picks the draft from the customer's score:

• Happy (4–5) for 4 or 5 stars.
• Unhappy (1–3) for 1, 2 or 3 stars.
• No score for a reply with no rating attached. Every reply button today sits on a rated response, so this one is rarely used.

This follows the score only. It does not depend on your alert threshold.

Add the customer's name

Type {{first_name}} where the customer's first name should go, or {{name}} for their full name. The preview shows "Sipho" and "Sipho Dlamini" as examples. A draft such as "Hi {{first_name}}, thanks for the feedback." goes out as "Hi Sipho, thanks for the feedback."

Go back to the defaults

• Tap Reset Fields to Default Copy to put RateMate's wording back in the boxes. Then tap Save to keep it.
• Or tap Use RateMate's default drafts at the top. This shows once you have saved your own, and switches back straight away.

Good to know

• Nothing is sent for you. The draft opens in WhatsApp or your messages app, and you can rewrite it before you send.
• The drafts fill in the WhatsApp and SMS buttons on responses and alerts, including the alert list on Home.
• Keep them personal. Do not ask for a Google review in a reply. Customers who rated you are already invited to review you on the rating page.
• Team members can use the drafts but cannot change them.