Review Management users can create reply templates corresponding to certain types of review (positive, negative or neutral) and language and use them to reply to their customers through the Review Management interface.
This feature allows you to:
Quickly and easily reply to reviews submitted by your customers
Convey your brand image by replying to reviews
Which users can use response templates?
Only administrators can create, edit, or delete reply templates, but all users can then use them to reply to reviews.
How do I create a reply template?
Follow these steps to create a reply template:
Login to your Partoo account
Click on the avatar button at the top right of the page
Select 'Settings', then click on 'Reviews'
Click on 'Reply templates', then click on ‘Create a template’
Choose the template language.
Provide a title for your template - this will allow you to locate it easily in order to respond to a review.
Write the template. You can add tags (my first name, business name, customer's full name, customer's first name, etc.) that will then be automatically replaced by the data of the person responding to the review or the person who submitted the review, depending on the type of tag chosen.
Next, select the type(s) of review you wish to link to the template. In the case of Google, if the rating is 4 or over the review is considered to be positive, 3 or over neutral and negative if it's under 3. For Facebook, if the customer recommends the establishment, the review is considered positive. Otherwise, it'll be considered a negative review.
Click on Save.
How do I edit a response template?
You can edit all of the templates linked to your account.
1) From the “Reviews” page, click on the “Settings” button represented by the ⚙️ icon in the top right of the page.
2) You will be directed to the review settings page.
3) Click on the 🖊️ pen icon to the right of the notice you want to edit
5) Modify the reply template
6) Click on 'Save'
How do I delete a reply template?
To delete a template, follow these steps:
1) IFrom the “Reviews” page, click on the “Settings” button represented by the ⚙️ icon in the top right of the page.
2) You will be directed to the review settings page.
3) Click on the trash icon to the right of the notice you want to delete
4) Then confirm to delete
How to manage my response templates via Excel file?
Go to your Partoo interface.
Click on the avatar at the top right of your page.
Click on "Settings" represented by the ⚙️ icon; then go to "Reviews," in the "Response templates" section, click on "Bulk modifications."
Click on "Export my data" to download the Excel file containing your current templates.
Enter the email address where you want to receive your export.
Check your email, and download your data from the email titled "Data extraction."
Fill in the Excel file by following the instructions provided in the file, then save the modified file. (The 'Id' and 'Suggested' columns must not be modified).
Go back to the "Bulk modifications" page in the app, click on "Upload or drag your file here," select your file, and click on "Process the file."
Check your email again and open the email titled "Integration report." If the email indicates "Success," your data has been updated! 🔥 If not, follow the next steps.
If your import failed, click on "Download the report." The cells with errors will be highlighted in red.
Correct the cells highlighted in red by following the instructions in the file, save the file, and start again from step 7 of this list.
To find out more about reply templates, click on this link.