Choose whether a thumbs down asks for a comment, plus a clearer look at RecoveryAI

You can now turn off the comment prompt that follows a thumbs down. The RecoveryAI and Order Feedback pages in your dashboard have also been rebuilt to make it clearer what each one does.

What is it?

Two changes to the feedback experience. First, collecting a written comment after a guest leaves a thumbs down is now something you control yourself in the dashboard, rather than a fixed behavior. Second, the Order Feedback and RecoveryAI pages in your dashboard have been rebuilt with clearer explanations of how each feature works, and the RecoveryAI page now shows your own live numbers instead of generic examples.

Why it matters

• You decide how much you ask of an unhappy guest. Some brands want the detail a written comment provides. Others would rather keep the rating friction free and follow up directly. That's now your call.

• Turn it on or off whenever. The setting lives in your dashboard, so you can change it without filing a support request or waiting on a release.

• See your own RecoveryAI numbers. The RecoveryAI page now reflects your actual recovery activity, which makes it far more useful for deciding whether to expand the program.

• Less guessing about what these features do. Both landing pages now explain the feature and how to get started, which helps when you're bringing a new team member up to speed.

• Already running another feedback tool? Turn ours off. If you collect guest feedback through a separate platform, this is the switch that stops Thanx asking for a written comment too, so guests aren't asked twice.

How it works

1. Go to Operations → Order Feedback → Settings in your dashboard.

2. On Feedback collection, turn written feedback on thumbs down on or off.

3. Save. The change applies to feedback collected from that point forward.

Editing these settings requires the merchant settings permission. Anyone on your team can view the page.

The RecoveryAI and Order Feedback landing pages are already updated. There's nothing to turn on.

This setting does not affect RecoveryAI

If RecoveryAI is on at a location, a thumbs down opens the AI conversation and RecoveryAI gathers the detail through the chat itself. This toggle doesn't change that. It governs the manual Thanx feedback experience only, which means locations where RecoveryAI isn't running.

So if you turn it off expecting RecoveryAI to go quiet, it won't. RecoveryAI's escalations and its emails are controlled separately on the RecoveryAI page.

Ratings themselves keep running either way. Turning this off stops Thanx asking for written feedback, it doesn't stop guests rating their orders, and your Order Ratings reporting is unaffected.

FAQs

Where do I find the setting?

In your Order Feedback settings in the dashboard. You control it yourself, no support request needed.

Does turning off comments stop me from collecting thumbs down ratings?

No. You still collect the rating. You just don't prompt the guest for a written comment afterward.

Does this affect RecoveryAI?

No. Where RecoveryAI is on, a thumbs down opens the AI conversation and RecoveryAI collects the detail through the chat, independent of this setting. The toggle only applies to locations where RecoveryAI isn't running. If you want to change what RecoveryAI sends, that's managed on the RecoveryAI page.

Is this retroactive?

No. The setting applies to feedback collected after you change it. Comments you've already collected stay as they are.

What changed on the landing pages?

Both the Order Feedback and RecoveryAI pages now explain the feature more clearly and show you how to get started. The RecoveryAI page also pulls in your own live numbers rather than showing generic examples.