Learn to Use Comvo Step by Step

1. On the Organizasyon (Organization) screen, make sure the correct structure is selected.
2. Click the Dosyadan Aktar (Import from File) button and download the template. The template has a column for each level, plus code, city and address.
3. Write one unit per row. Writing the parent unit in the relevant column is enough; the tree is built automatically.
4. Upload the file (.xlsx or .csv). The result shows how many units were added, how many were updated and any invalid rows.
5. Fix the invalid rows and upload the file again. Units with the same code are updated, not duplicated.

1. Ekip Kişi Davet Et (Team, Invite Person)
2. Enter the email and full name.
3. Choose a Rol (Role) and an alan (scope). For a store manager, "Unit Manager + that store"; for a regional manager, "Unit Manager + the region"; for an analyst at headquarters, "Analyst + Whole company".
4. If the person needs to see customer email addresses and phone numbers in full, turn on Kişisel veriyi açık görebilir (Can see personal data in full). Otherwise leave it off.
5. Davet Gönder (Send Invitation). The person sets their password from the link within 7 days. The invitation appears in the "Davet Bekliyor" (Invitation Pending) tab.

1. On the Ayarlar Yorum Kaynakları (Review Sources) screen, click Google Hesabını Bağla (Connect Google Account).
2. On the Google page that opens, sign in with the account that is an owner or manager of your branches and grant permission.
3. When you return to the panel, the branches found are listed. For unmatched branches, choose the correct unit in the Bağlı birim (Linked unit) column.
4. Within a few minutes, reviews arrive on the Online Yorumlar (Online Reviews) screen. Reviews written before the connection arrive as "Geçmiş" (Past); they do not trigger notifications or start the clock.
5. If needed, change the threshold rating and time in the Vaka kuralları (Case rules) section.

1. Download the review or complaint list as Excel from the relevant site's panel.
2. Match the column names to the template: Tarih (Date), Puan (Rating), Yorum (Review), Yazar (Author), Şube (Branch), Kimlik (ID), Cevap (Reply). Date plus either Review or Rating are required.
3. On the Ayarlar Yorum Kaynakları (Review Sources) screen, click Dosya Yükle (Upload File) on the source's card and choose the file.
4. The number of new and updated reviews is shown at the top of the screen. Unreadable rows are skipped and their number is shown.

1. Ekip Roller ve İzinler (Team, Roles and Permissions)
2. Click Rol Oluştur (Create Role) and enter a name and description.
3. Select the permissions (e.g. View Responses + Manage Assigned Responses + View Reports).
4. Save and give this role to people on the Team screen. The role applies to the unit it is given for and the units below it.

1. Click Anketler Anket Oluştur (Surveys, Create Survey) and choose the template closest to your needs.
2. In the Sorular (Questions) tab, edit the texts to suit your wording. Delete questions you do not need, add new ones; reorder them by dragging in the list on the left.
3. Give the main satisfaction question the CSAT measure tag, the recommendation question NPS, and the "what did you not like" question Kök neden (Root cause). Reports and rules use these tags.
4. In the Tasarım (Design) tab, choose the theme and logo.
5. Use Önizle (Preview) to try how it looks on a phone.
6. Yayınla (Publish). QR codes and links now open this survey.

1. Add the "What did you not like?" question and turn on Başta gizli (Hidden at start).
2. In the Mantık (Logic) tab, Kural Ekle (Add Rule).
3. EĞER (IF): the satisfaction question, "at most", 3.
4. ŞUNU YAP (THEN DO): Show › "What did you not like?".
5. In the preview on the right, give 2 stars and see the question appear.

1. In the builder, add languages and choose the default language in the Ayarlar (Settings) tab.
2. Switch to a language with the Düzenlenen dil (Language being edited) selector at the top of the Sorular (Questions) and Tasarım (Design) tabs and write the texts.
3. Publish again. The customer opens the survey in their phone's language and can change the language at the top right.

1. Open the survey and go to the Dağıtım (Distribution) tab.
2. Click Her Nokta İçin QR (QR for Every Location): a separate QR linked to each unit is created.
3. Download them all with Tümünü İndir (ZIP) (Download All). SVG (sharp at any size) is recommended for printing.
4. Place the QR codes on the checkout counter, tables, receipts or shop window. A customer who scans a unit-linked QR is not asked for the store.

1. On the Organizasyon (Organization) screen, enter each store's Google Yorum Bağlantısı (Google Review Link) (the "ask for reviews" link in your Google Business Profile).
2. In the survey builder, turn on Tasarım (Design) › Google yorum daveti (Google review invitation) and choose the threshold (only 5, or 4 and 5).
3. Publish again. A customer who meets the threshold sees a "Would you also share it on Google?" invitation on the thank-you screen; it is not shown to dissatisfied customers.
4. In Raporlar (Reports), track how many people saw the invitation and how many clicked it.

1. Open the Gelen Bildirimler Bana Atanan (Inbox, Assigned to Me) view. You can recognize overdue cases by the red "overdue" label; handle them first.
2. Click the case; read the scores, comment and context.
3. Set the status to İlgileniliyor (In Progress). The team sees that someone has taken on the case.
4. Reach the customer: if they have an email address, write from the Müşteriye Yanıt (Reply to Customer) tab; if you called them, record what you discussed as an İç Not (Internal Note).
5. When the problem is solved, click Çözüldü (Resolved), choose the closing code in the Ne yapıldı? (What was done?) window, add a note if you wish, then Çözüldü Olarak Kapat (Close as Resolved).
6. If resolution satisfaction measurement is on, a resolution satisfaction survey is sent to the customer. If the feedback is negative, the case is reopened for you and you are notified.

1. Open the Online Yorumlar Bana Atanan (Online Reviews, Assigned to Me) or 1-3 Yıldız (1-3 Stars) view and click the review.
2. Read the review; if needed, set the status to İlgileniliyor (In Progress) and look into the customer's issue with the team (keep a record with an İç Not (Internal Note)).
3. Write your reply in the Herkese Açık Cevap (Public Reply) tab, or start with Taslak Öner (Suggest Draft) and edit it. For a negative review, apologize, acknowledge the issue and invite the customer to get in touch; do not write personal information or promises of compensation.
4. With Gönderince çözüldü yap (Mark resolved on send) on, click Cevabı Yayınla (Publish Reply). The reply appears under the review on Google and the case is closed.
5. If you notice a mistake, update it with Düzenle (Edit) on the reply card.

1. Open Raporlar (Reports) and choose 30 Gün (30 Days) at the top.
2. Choose your region in the organization filter and, if needed, the survey and touchpoint.
3. Review the cards: CSAT/NPS change, complaint reasons, unit ranking.
4. If you want the raw data, click Excel'e Aktar (Export to Excel); the responses in the same filter will be downloaded.

1. Android / computer: Open the panel in Chrome or Edge. Turn on Bell › Bu cihazda anlık bildirim (Push notifications on this device) and answer İzin Ver (Allow) to the browser's permission prompt. If you wish, add the panel as an app with Yükle (Install) in the same menu.
2. iPhone / iPad: Open the panel in Safari, Share › Ana Ekrana Ekle (Add to Home Screen). Open it from the Comvo icon on the home screen, then Bell › Bu cihazda anlık bildirim.
3. Notifications for critical cases, cases escalated to you, customers who say "not resolved", urgent comments and low-rated Google reviews now arrive on your phone; tapping one opens the related record.

Everyone permitted to view reports receives a summary every Monday morning covering only their own scope: measures and change, best units and units needing attention, complaint reasons, overdue cases.

1. Turn it on or off with the Bell › Haftalık özet e-postası (Weekly summary email) switch.
2. See this week's email with Önizle (Preview).
3. You can also unsubscribe in one click with the link at the bottom of the email.

1. In the Dağıtım Toplu Gönderim (Distribution, Bulk Send) tab, upload your Excel (.xlsx) or CSV file. If you wish, download the sample template first.
2. 1. Map the columns: For each column in the file, choose its counterpart in the panel (Customer no, Full name, Email, Phone, Unit code, Transaction no). Either email or phone is required.
3. 2. What, when, how: Set the survey, channel (email, SMS or both), send time, quiet hours and message text.
4. 3. Preview: Shows how many people it will go to, how many credits will be used, and invalid and duplicate rows. From the row details you can see the errors and fix the file.
5. Gönder (Send). Follow progress in the Gönderimler (Sends) tab.

1. Dağıtım Tetikler Tetik Ekle (Distribution, Triggers, Add Trigger)
2. Enter the Olay türü (Event type) (e.g. repair_completed). Your IT team will send the event to the panel under this name (the Olay API'si (Event API) button opens the technical documentation).
3. Choose the survey, delay (e.g. 2 hours later), channels, quiet hours and frequency limit (e.g. once every 30 days per person).
4. Edit the message text. Placeholders such as {ad}, {marka}, {link} are filled in for each person.
5. Save and turn the trigger on. You will see incoming events in the Olaylar (Events) tab and outgoing messages in the Gönderimler (Sends) tab.

1. Uyarı Kuralları Kural Ekle (Alert Rules, Add Rule)
2. Give it a name and, if needed, choose a specific survey (required for question-based conditions).
3. Add the conditions and choose Herhangi Biri (Any) or Hepsi (All). The window immediately shows how many responses from the last 30 days it would match; if it is too many, tighten the threshold.
4. Choose the actions: priority, flag, resolution time, who to assign to, notification, escalation level.
5. Save. The rule applies only to responses that arrive from now on.

1. KVKK Başvuruları Başvuru Kaydet (KVKK Requests, Record Request): the person's email or phone, type: deletion.
2. Check the records found with Kişiyi Bul (Find Person). If there are no records, complete the request with a "no data found" note.
3. After verifying the person's identity, Verileri Sil (Delete Data). This cannot be undone.
4. Sonuçlandır (Complete) and inform the person of the result. The deadline is 30 days from the request; the screen shows the days remaining.

1. Webhook'lar Webhook Ekle (Webhooks, Add Webhook)
2. Choose the address (https), events and, if you wish, survey, unit and priority filters. Decide whether personal data is included.
3. Hata durumunda (On failure): how often to retry (in minutes), after how many minutes to give up, and who gets an email.
4. Save; pass the signing key shown to your IT team. Try it with a test delivery.
5. Clicking a webhook shows the request, response and timings of every delivery; you can resend a failed one manually.