Sender Tracking
What This Page Covers
Section titled “What This Page Covers”Sender tracking helps you understand who a customer request was sent as and, when applicable, which employee the request and response are associated with.
This applies to both review flow requests and custom form requests.
It also applies when you send from your own device. FSRevs records who prepared the request even though the final SMS or email is sent manually through that person’s phone.
A Worked Example
Section titled “A Worked Example”Jordan prepares a request, chooses Send as: Alex, and records that the customer worked with Sam:
| Field | Saved person | Meaning |
|---|---|---|
| Sent By | Alex | The request is attributed to Alex in sender reporting. |
| Created By | Jordan | Jordan operated the request interface. |
| Employee | Sam | The customer experience is associated with Sam. |
These can all be the same person, different people, or partly unrecorded. An Employee is not inferred from the sender. Review Sending Requests for the sending steps and available selections.
Sent By
Section titled “Sent By”Sent By identifies the team member the request is tracked under. For normal sending, this is the person who sends the request.
Users with the Send for others role can use Send as to send on behalf of another available team member. For email, the selected person’s name appears as the sender, while the underlying From address stays the same. The request is also tracked as sent by that person. This is useful when one person is entering the request but another team member should receive the sender attribution.
Created By
Section titled “Created By”Created By records the person who operated the request interface. It remains separate from Sent By so the operator’s actions are not attributed to the person they selected in Send as.
Request Activity’s Request Activity Patterns view uses Sent By as its subject and presents Created By as direct or proxy-created context for each request. When the older operator value is unavailable, it says Operator not recorded rather than guessing.
Employee the Customer Worked With
Section titled “Employee the Customer Worked With”Employee the customer worked with is separate from Sent By. It connects the request and response to the employee who helped the customer.
Use this when the customer interaction should be associated with a specific employee, even if someone else sent the request.
Where You See This Data
Section titled “Where You See This Data”You can use sender and employee tracking in:
- Request Activity — compare human-requested activity using Sent By attribution across Review Flows and Custom Forms
- Request Activity Patterns within Request Activity — compare request timing across the team, then inspect an attributed sender’s Review Flow and Custom Form requests
- Team Performance — compare completed Review Flow results using the saved Employee attribution
- Flow Activity — filter and export review flow records by Sent By or Employee
- Form Responses — filter and export form submissions by Sent By or Employee
- Exports — include sender and employee columns when reporting on request activity
Request Activity Patterns
Section titled “Request Activity Patterns”From Request Activity, select View team activity patterns. The team view compares each recorded sender by:
- Requests — Requests attributed to that person in the selected date range.
- Days With Requests — Calendar days on which that person had request activity.
- Under 3 Min — Requests created less than three minutes after that person’s previous request in the selected report.
- Busiest 30 Min — The most requests attributed to that person within a rolling 30-minute period on one day.
Select a team member to open their Request Activity Patterns. The overview shows Requests Created, Days With Requests, Under 3 Minutes Apart, and Busiest 30 Minutes. Short date ranges let you choose a day directly. Longer ranges let you choose a week or month, then a day. A selected day shows request activity in fixed half-hour columns and lists its individual requests oldest first.
In the individual-request list, a gap under three minutes is highlighted in amber. A gap of three minutes or more uses the standard style, and the first request without an earlier request in the report shows a dash. The list also shows the request type, Location, Created By context, and How It Was Sent without displaying the recipient’s email address or phone number.
Timing patterns can identify activity worth reviewing, but they are not a score and do not determine whether a request was appropriate.
Requests prepared for sending through a person’s own device remain attributed to their saved Sent By and Created By values. The device handoff does not confirm that the message was ultimately sent or delivered.
Troubleshooting
Section titled “Troubleshooting”Request Activity and Team Performance show different people
Section titled “Request Activity and Team Performance show different people”Request Activity groups by Sent By; Team Performance groups completed Review Flow responses by Employee. Use the example above to check which attribution answers your question.
Send as is missing or a person is unavailable
Section titled “Send as is missing or a person is unavailable”Ask an administrator to check your Send for others responsibility and the available senders for the selected location and experience.
An employee result changed after a record was corrected
Section titled “An employee result changed after a record was corrected”Team Performance uses the employee currently saved on the record. Correcting that employee can change historical results without changing who created or sent the request.
A timing pattern looks unusual
Section titled “A timing pattern looks unusual”Inspect Created By and How It Was Sent before interpreting it. Several requests attributed to one sender may have been prepared by another operator, and device preparation does not prove sending.