Use the Reputation Management platform to respond to your reviews quickly. Facebook reviews, Google Business Profile reviews, and first-party reviews are all supported in this feature.

To respond to a review:

• Click Reviews in the navigation bar and click Response.
• Click on the Respond button next to the desired review. A dialog box appears.
  • Choose from the following 3 options:
    1. Enter your response in the text box.
    2. Respond with Intelligent Review Response.
       • Click on the drop-down button for each review response component and select your preferred option.
         • You can also click on the shuffle icon () to generate a random selection of response components.
         • To create response components for Intelligent Review Response, see the article, “Create Assets for Intelligent Review Response.”
    3. Respond with a Review Response Template.
       • Click on the plus sign () icon and click Apply Asset, then click on the desired text asset and click Add.
         • To create a Review Response Template, see the article “Add a Text Asset."
• Click on the Respond or Comment button to publish your response on the site where you submitted the review.

Review Response - Create Assets for Intelligent Review Response

Respond efficiently to reviews with the Intelligent Review Response feature. To do this, create a text asset for each of the review response's four parts. You will then pick an asset from each component to craft the perfect review response for your customer based on the content of the review.

To create review response assets:

• Click Reviews in the navigation bar and click Configuration.
• Click Intelligent Review Response.
• Click Add Asset. A dialog box appears.

• Enter a name for the asset.
• If applicable, select the language of the asset. 
  • The asset will only be available for reviews in the specified language if a language is selected.
• Select the components of the review response for which you would like to create the asset.
  • For the Sentiment Keyword assets, select Sentiment Keywords (Positive) or Sentiment Keywords (Negative) to indicate whether this asset response option is for positive or negative keywords in a review.
• Add the content of the asset to the Text box. To ensure that these assets will dynamically update based on the content of the review, click on the plus sign () in the text box to add Embedded Fields (such as Author, Keyword, Modifier, Publisher, Rating, and more). Below are some guidelines based on the type of review component you are creating:
  • Greeting
    • We recommend including the reviewers’ name. To do this, click on the plus sign () in the text box and select Author.
  • Value Statement
    • This should be a sentence that states what matters to your company with respect to the customer experience.
  • Sentiment Keywords
    • This should be a sentence that can address the parts of your business that are being described in the review.
    • To ensure that this directly addresses the review, click on the plus sign () in the text box and select Modifier and Keyword.
      • Example: We are glad you enjoyed the [[review.modifier]] [[review.keyword]] during your visit.
  • Closing
    • Use this to thank the customer for their feedback or prompt them to contact you to continue the conversation.
• Select the entities for which you would like this asset to be available.
• Click Save Asset.