Can customers leave their name out?
On the standard form, name, email and comment can be optional for Happy, Satisfied and Unhappy feedback, depending on the account’s settings. A customer can provide a comment while leaving contact fields blank if the form allows it.
An “anonymous” label means identifying contact details were not supplied in the displayed response. It does not promise that no other information is associated with the rating: a requested rating may carry recipient details, and Hively records technical rating information.
Hively cannot supply a missing customer name or email simply because a team would like to follow up. Encourage useful details in your request, and make the purpose clear to customers.
Require details on the standard form
Account administrators on paid plans can open Configuration → Fields to choose which standard fields are required for each rating type.
For Standard Fields, select the required Name, Email and Comment choices for Happy, Satisfied and Unhappy, then choose Submit. Open a test rating page to check the prompts before asking customers to use it.
Requiring more information can help with follow-up, but it also asks more of the customer. Require what you need for the feedback process.
Custom forms and WOWs
If your account uses a custom field set, edit that set and the individual field’s requirements instead of assuming the standard checkboxes control the form. Check each relevant rating type in a test response.
The standard WOW form requires name, email and a comment. Custom forms may use different fields and requirements. See WOW ratings.
Completing the response
When required information is outstanding, the customer needs to fill it in and submit successfully. A smiley click alone is not enough in that case.
See submitting feedback for saving comments and changing a selection. If your form does not behave as expected, contact support with the field set and rating type you tested.