Editing a Template
Go to Customers > CRM Settings and open the Reviews & NPS tab. The Review request and NPS survey sections each have their own Email content, with a Subject and Message, once that section is turned on. Leave them blank to use the default, and choose Save changes when you are done.
On a wide screen, such as a desktop or laptop, a Live preview beside the form shows the change as you type. Switch it between Review and NPS survey. On a narrower screen, such as a phone or tablet, the live preview is hidden and Preview and Send test to me appear under each message instead.
Branding
Under Branding, choose Show your logo (the logo from your business profile), an Accent colour, a Review button label and a Footer note, and set a Sender name, so review requests and NPS surveys look like your business rather than a generic tool. Customers who don't recognise the sender don't respond. The same logo and colour appear on the page customers land on after answering a survey.
Where Replies Go
Customers often answer a review request or survey by hitting Reply, especially when something went wrong. Those replies go to the address under Replies go to. Leave it blank and they go to the account owner's email. Use a shared inbox such as hello@yourbusiness.com if more than one person handles customer emails.
Personalisation
Templates can use the merge fields {{first_name}}, {{business_name}} and {{order_number}}, so each email is specific to the person receiving it. You don’t add review links to the message: the review button (or, for a survey, the 0–10 rating buttons) and the unsubscribe footer are added automatically.
Testing
Check the email before customers get it. On a wide screen, read it in the Live preview. To get a real copy in your inbox, open the page on a phone or tablet and choose Send test to me; that button only appears on narrower screens. Check it in a mobile mail client, because that is where most customers will open it.