Shift Feedback FAQ
Answers to common setup and operating questions about Shift Feedback.
For what the app is and how to set it up from scratch, see the
Shift Feedback Overview.
Setup
Do I need to configure anything before employees can submit feedback?
No. Once the app is enabled, feedback collection is on by default with sensible defaults: rating required, anonymous submissions allowed, tags enabled, and reminders on. The three most recent completed shifts are eligible, and the submission window is one week after checkout. You can change any of these under Settings, but nothing blocks employees from submitting on day one.
Who can access the Settings page?
Admins, and anyone an admin makes a Shift Feedback app admin. The Settings tab appears in the Shift Feedback sidebar only for them; managers and regular employees don’t see it. An app admin can change every setting except feedback collection, anonymous feedback, content screening, the AI agent and who can read feedback, which stay with admins.
Permissions and access
Who can see All Shift Feedback and export data?
Managers and above, unless an admin has narrowed it to admins only under Settings. Admins see feedback across the entire business, and so does anyone an admin makes a Shift Feedback app admin — whichever option is chosen. The Who Can Read Feedback card in Settings links to Apps → Shift Feedback → Admins & Contributors, where an admin grants that role; an app admin can also change the app’s settings, except feedback collection, anonymous feedback, content screening, the AI agent and who can read feedback. Each manager sees two sets of feedback together:
- Their locations: feedback from everyone who worked a shift at a location they oversee through their organizational role.
- Their team: feedback from their own direct reports, wherever those people worked.
A manager sees an anonymous submission only for a shift at one of their locations that at least five people besides them worked (more if your company raised its smallest group size) — never because the writer reports to them. Admins see every one.
CSV export follows the same visibility rules. The export itself is controlled by the Enable Data Export toggle under Settings > Analytics and Reporting.
Why can a manager only see feedback from some employees?
A manager sees feedback from the locations their organizational role covers and from their own direct reports — nothing else. If a manager should see more, assign them to additional locations, grant a broader organizational role, or update who reports to them.
Day-to-day
When does the feedback prompt appear?
The feedback form is offered right after an employee checks out from a completed shift. The employee can also return to it from the Shift Feedback Home page for any shift still within the submission window.
By default, ad-hoc shifts and early checkouts are excluded. An early checkout is one that happens more than one hour before the scheduled shift end. You can include either or both under Settings > Shift Type Exclusions with the Collect Feedback on Ad-Hoc Shifts and Collect Feedback on Early Checkouts toggles.
What are feedback tags, and can employees create their own?
Tags are short shift-experience labels employees choose when submitting. There are nine built-in tags: Busy, Calm, Stressful, Understaffed, Well Managed, Equipment Issues, Technical Problems, Good Team, and Difficult Customers.
You can turn tags off entirely with Enable Feedback Tags in Settings. You can also allow employees to type a custom tag (up to 50 characters) by enabling Allow Custom Tags. Custom tags are off by default.
How does anonymous feedback work?
When Allow Anonymous Feedback is on (the default), employees see a checkbox to submit anonymously. Anonymous submissions are never attributed to the person anywhere — the dashboard, the detail view, notifications, and the AI agent all show “Anonymous.” A manager sees an anonymous submission only for a shift at one of their locations that at least five people besides themselves worked (more if your company raised its smallest group size) — a manager who worked the shift too knows the submission isn’t theirs, so they are not counted. Admins and Shift Feedback app admins see every anonymous submission, without a name but with its shift, location and when it was sent — so on a small shift, they can tell who sent it. The form says so beside the Submit anonymously switch. If you turn the toggle off, every submission is attributed to the employee.
What is “Talk it through”?
An employee can answer about a shift in a short conversation with an AI interviewer instead of the form — about two minutes, typed or held to talk. It is off by default: turn on Offer “Talk it through” in Settings, and Talk it through instead appears beside the form’s Submit button on the web and on the phone. It is not offered at the time clock kiosk. Each conversation uses AI credits, and none is offered while your organization’s AI credits are used up, or once the employee has used their monthly AI allowance.
The interviewer asks how the shift was (it must be answered while Require Rating is on — if it is turned on after the employee skipped the rating, the review asks for one before they can send), what made it that way, and — while Allow Anonymous Feedback is on — whether to share it without their name, which must always be answered. At the end the employee sees what will be recorded, can change it, and sends it. What they send becomes their feedback on that shift exactly as if they had filled in the form, with the same notifications your notify settings send. Only the employee can see the conversation itself: they can read it back from their own feedback until its transcript is deleted, a week after they send it. If your notify or anonymity settings change before they send it, the review says what happens now.
Turning Offer “Talk it through” or Enable Feedback Collection off pauses a conversation already under way rather than ending it: the employee is told why, what they said is kept, and they can finish and send it if the setting is turned back on. A conversation that is never sent is deleted 30 days after the employee last answered. If the employee sends the form (on the web, the phone, the kiosk or through the API) while a conversation about the same shift is still under way, that unsent conversation is deleted; the web and phone forms say so before it is sent. A conversation under way can also still be sent after its shift has left the feedback window or the eligible-shift cap — Continue your check-in on the Shift Feedback home leads back to it.
Can an employee change or withdraw feedback after submitting?
Only through the Shift Feedback API, and only within 24 hours of sending it. After 24 hours, the submission is locked. The web, phone and kiosk forms offer neither — only one submission per shift is allowed, and attempting to submit again shows a message that feedback has already been provided. A withdrawn submission shows Feedback Withdrawn, and the forms do not offer that shift again; only the API can send it again.
What notifications do managers get about feedback?
Two types, both on by default:
- New feedback — a notification whenever someone submits feedback (unless the low-rating alert replaces it), controlled by Notify Managers of New Feedback.
- Low-rating alert — an alert as soon as a rating at or below the threshold comes in (for an anonymous one, once the hold described below ends), controlled by Alert on Low Ratings. The threshold defaults to 2 stars or below and can be set to 1, 2, or 3 under Low Rating Alert Threshold.
Notifications go to the shift’s assigned managers — or, for a shift with no managers, the admins of its location — and, for named feedback, the employee’s direct manager. Anonymous submissions show “An anonymous team member” as the submitter, and their notices — low-rating alerts included — go out on a quarter hour of the clock, at least 15 minutes after the shift’s last check-out (or, if someone stays clocked in, within 12 hours of the shift’s end or of the rating, whichever comes first) — or, for a rating sent after that, on the hour at least an hour later — rather than the minute they were sent, so their timing can’t be matched to one person’s clock-out. If none of those managers can open a low rating (for example, a shift lead without a manager role), the app’s admins get the low-rating alert in the app instead — or, if the app has no admins of its own, the business’s admins. They get no mobile push, and a routine new-feedback notice is never sent to them this way. When Who Can Read Feedback is set to admins only, managers who can’t open a submission are not notified about it at all; a low rating then goes to the admins. The form, the phone, the kiosk and the conversation then tell an employee sending with their name that only administrators can read it — and, while Alert on Low Ratings is on, that an administrator is notified of a rating at or below the threshold — rather than that their manager is notified.
How do feedback reminders work?
When Send Feedback Reminders is on (the default), employees who completed a shift but haven’t submitted feedback get a reminder. Send the Reminder After controls how long the job waits before sending it: 24, 48, or 72 hours after check-out (default 48). It is not a repeat interval — each shift is reminded at most once, ever. A longer delay lowers reminder volume, because more employees submit on their own first and are never reminded at all. The job looks back only as far as the Feedback Window, so a shift that has dropped out of the window is never reminded. Settings keeps Send the Reminder After shorter than the window: pick a delay at or past it and the page moves it inside the window and tells you.
What can the Shift Feedback AI agent do?
Through Ask AI, the agent has six tools. Five read: list feedback (filtered by period, rating range, tag, or one named person — an anonymous submission is never matched to a name), show details for a specific submission, return aggregated statistics for one period (count, average rating, the 1–5 distribution, top tags — a snapshot, not a trend line), pull up the asking user’s own feedback history, and list the shifts still open for them to rate. The sixth submits the asker’s own feedback for one of those shifts, and only after they confirm it — there is no way to submit on someone else’s behalf, or to change or withdraw a submission through the agent. Browsing other employees’ feedback follows the app’s own rules — by default managers (for their own locations and direct reports) and admins, and the company can limit it to administrators; regular users can only see their own. You can disable the agent entirely under Settings > Shift Feedback Agent with the Enable AI Agent toggle.
Does shift feedback feed into Mango Signal?
Yes. Every submission automatically sends a sentiment signal to Mango Signal. The 1–5 rating is mapped onto Mango Signal’s −1 to 1 sentiment scale, with 3 stars as neutral. Anonymous submissions feed in without identifying the submitter, and with their day only, not the time they were sent.
When something looks wrong
“I wasn’t prompted for feedback after my shift”
Three common causes:
- Ad-hoc or early-checkout shift — both are excluded by default. Check Settings > Shift Type Exclusions.
- Already submitted — only one submission per shift is allowed. If the employee already submitted, the prompt does not appear again.
- Feedback collection disabled — an admin may have turned off Enable Feedback Collection in Settings.
“I can’t find the feedback form for a shift I worked last week”
The shift may have fallen outside the eligibility window or the eligible-shift cap. By default, only the three most recent completed shifts are eligible, and the window closes one week after checkout. Check the Maximum Feedback Eligible Shifts (1, 2, 3, 5, or 10) and Feedback Window (24 hours to 2 weeks) settings. If the shift is older than the window or more recent shifts pushed it off the list, the form is no longer available. If the employee had started Talk it through on that shift, they can still finish it: Continue your check-in on the Shift Feedback home leads back to the conversation.
“My feedback shows my name even though I chose anonymous”
The admin has turned off Allow Anonymous Feedback since the employee last submitted. When the toggle is off, the anonymous checkbox is hidden and all submissions are attributed. Previously submitted anonymous feedback remains anonymous — the toggle only affects new submissions.
Licensing and limits
Does Shift Feedback require a license?
Yes. Shift Feedback requires a license and is disabled by default. An administrator enables it from Admin → Apps → All Apps.
What are the limits I should know about?
| Limit | Value |
|---|---|
| Rating scale | 1–5 stars |
| Submissions per shift | 1 per employee |
| Eligible shifts | 1, 2, 3 (default), 5, or 10 most recent |
| Feedback window | 24 hours, 48 hours, 72 hours, 1 week (default), or 2 weeks after checkout |
| Custom tag length | 50 characters |
| Comment length | 2,000 characters |
| Low-rating alert threshold | 1, 2 (default), or 3 stars |
| Send the reminder after | 24, 48 (default), or 72 hours after check-out — one reminder per shift, never repeated |
| Reminder lookback | The Feedback Window (24 hours to 2 weeks) |
| Change/withdraw window (API only) | 24 hours after submission |
| Trend analysis period | 8 weeks |
| API pagination | 20 per page (max 100) |
More help
- Shift Feedback Overview
- Ask AI — the assistant answers Shift Feedback questions from these articles.