How do I privately message users?

Note: This feature is only available for Professional and Premium Tier Brand Management customers.

To learn about how users can privately message brands, please click here.

In some instances, brand managers may need to obtain more information about the consumer’s situation.

In cases like this, we would recommend that brand managers use the Private Messaging tool. This enables brands to collect information from users that may not be suitable to be sent via a public response (e.g. personal contact details).

To send a user a private message, brand managers can do this in one of two ways:

1. From the user’s profile

2. From the profile snippet that can be found by hovering over the user's profile image next to their review

Brands will be notified via an email alert and can also find all private message threads in the Brand Management Platform dashboard under ‘Tickets’:

Note: The ‘Ticket’ section of the Brand Management Platform include private message threads and also review mediation threads.