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:

  • On the Settings tab, 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) In the Settings tab, click on Reply templates

2) Click on the three small dots on the right of the notice you want to edit

3) Select Edit

4) Modify the reply template

5) Click on Save

How do I delete a reply template?

To delete a template, follow these steps:

  1. In the Settings tab, click on Reply templates

  2. Click on the three small dots to the right of the notice you want to delete

  3. Select Delete

  4. Then confirm to delete

To find out more about reply templates, click on this link.

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