Doc Summary
The Reputation tab is where you manage your reviews, improving your relationship with your contacts, and the Review settings allow you to personalize and brand the review request messages and automated responses.
📌NOTE: Depending on your user permissions, you may not have access to all of the components.
Reviews AI #
This allows you to control the Reviews AI behavior and parameters.
AI Response Behavior #
In this section, you can choose the most appropriate AI Response method or disable the AI aid for your automated responses.
Reviews AI Agents #
You can also create Reviews AI Agents with unique personalities, tones, and response styles to respond to reviews from your chosen source(s). Additionally, you can leverage smart logic, language detection, templates, and full control for seamless multi-page review management.
View an overview of your configured agents as well as the number of responses they sent in the Reviews AI Agents table.
📌Note: Contact your account administrator to create starter Reviews AI Agents, which will automatically generate responses for future reviews.
Auto Responses #
Adjust the timing of the Automated responses by configuring the “Wait time before responding” option within the Auto responses tool.
Review Link #
Here you can select the review link to send to your customers with your requests.
Review Balancing #
Click the “Configure Balance” button to set the redirection ratio to a value that suits your business needs. By default, the ratio distributes review requests to all connected platforms equally.
Selecting Review Platforms #
Choose a review source from Google, Facebook, or a custom link, by selecting the preferred platform for collecting customer feedback. Additionally, for the Custom link, you can integrate multiple pages, allowing you to collect reviews from a single link.
SMS Review Requests #
In the SMS Review Requests section, users can modify their review request SMS to better align with their company’s messaging. To activate custom SMS messages, users can toggle the switch.
Preview SMS Changes #
Users can view real-time previews of any changes made to the SMS in the Preview SMS Changes section.
Add SMS Image #
If you’d like to use an image in your SMS, you can turn on that feature here. When you are ready to add the image to your SMS, click this button to upload it.
SMS Sent To User #
This is the body of the SMS message. To customize, simply start typing!
Review Request Behavior #
The behavior of review requests can be customized based on user preference. Users can choose between sending review requests instantly and just once or scheduling them based on their needs.
Email Review Requests #
In the Email Review Requests section, users can modify their review request messages to better align with their company’s messaging. To activate custom email, users can toggle the switch.
When To Send Email After Check-In? #
Choose when to send this Email after your customer “checks in”. You have a few pre-defined options, you can either send the message immediately, in the listed hours, or you can choose “custom” to set your timeframe.
Until Clicked, Repeat This Every #
This will set up the frequency of the email to be sent out to the contact until they respond. This automation will stop when the intended contact clicks on the links in the email.
Maximum Retries #
You can also assign a maximum number of retries so the system does not send this email forever.
Choose email templates for your email requests #
This section allows you to easily design and configure your review emails to fit your brand. Click the Set Email Template button to set the templates that should be sent for recurring messages and the live message, and click the +Create New button to craft a new template.
WhatsApp Review Requests #
Enable WhatsApp integration to send review requests directly via WhatsApp.
Similar to email review requests, you can configure when the review requests should be sent, alongside the maximum retries.
Open the template builder to create or customize a template for the review request, then preview it in the panel on the right.
Reviews QR #
This section allows you to create QR codes to handle reviews. These are designed to simplify, streamline, and grow your reviews and online presence.
Creating a QR Code #
By clicking on +Create QR Code you can create and personalize the QR code you use for your reviews.
The QR code builder allows you to add text, images, and branding to your Review QR code.
QR Managing #
By clicking on the three dots icon you can access the options for that QR code such as editing, deleting, or downloading the QR code as a PDF file.
Spam Reviews #
The Smart Spam Detection feature automatically identifies and flags potential spam reviews, protecting your online reputation.
- Controlled AI Replies: AI-generated replies will not be sent for flagged reviews. This ensures genuine feedback receives the appropriate response.
- Managing Flagged Reviews: You can review flagged content, marking genuine reviews as “Not Spam” if necessary, giving you full control over what gets published.
Why This Matters #
- Protects your brand from spam reviews.
- Focuses on genuine customer feedback.
- Streamlines managing flagged reviews.
Turn Off/On Spam Reviews #
Toggle the Spam Reviews feature on or off as needed. The Smart Spam Detection system provides advanced protection and control over flagged content.
Integrations #
The integration feature offers unified review management, improved customer engagement, review balancing across platforms, and Review Widget support for seamless integration. Simply input the URL of your business’s review page for the platforms you wish to link. Supported platforms include Google, Yelp, Facebook, TrustPilot, TripAdvisor, Airbnb, Amazon, and more.
By leveraging these tools, you can streamline review management, engage effectively with your audience, and maintain a positive online reputation.
