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Review Management users can create Response templates associated with a review type (positive, negative, or neutral) and a language and use them to reply to their customers within the Review Management interface.
This feature allows you to:
Easily and quickly respond to reviews left by your customers
Ensure that the message conveyed through review responses is consistent and reflects your Organisation image
Which users can use Response templates?
Only administrators can create, edit, or delete Response templates, but all users can then use them to reply to reviews.
How to create a Response template?
Here is the procedure to create a Response template:
Click on the "Settings" button, represented by the ⚙️ icon at the top right of your reviews.
Click on "Response templates", then on "Create a Response template".
Choose the language of the template from the dropdown list
Enter the title of your template - this title will then allow you to easily find it to respond to reviews.
Write the template; you can add tags (My first name, business name, full client name, client first name) which will be automatically replaced by the data of the person responding to the review or those of the person who left the review depending on the type of tag chosen.
Then select the associated review type(s) for the template. For Google, if the rating is 4 or higher, the review is considered positive, 3 is neutral, and below 3 is negative. For Facebook, if a client recommends the Business, the review is considered positive; otherwise, it is considered negative.
Click "Save."
How to edit a Response template?
You can edit all templates in your account, here are the steps to follow:
Go to the "Reviews" page, then click on the "Settings" button, represented by the ⚙️ icon at the top right of your reviews.
Click on "Response templates"
Click on the "🖊" icon to the right of the review you want to edit
Edit the Response template
Click Save
How to delete a Response template?
To delete a template, follow these steps:
Go to the "Reviews" page, then click on the "Settings" button, represented by the ⚙️ icon at the top right of your reviews.
Click on "Response templates"
Click on the trash can to the right of the review you want to delete
Confirm the deletion
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 on "reviews." In the "Response templates" section, click on "Bulk edit".
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.
Go to your emails and download your data from the email titled "Data extraction".
Complete the Excel file following the instructions indicated in the file, then save the modified file. (The "Id" and "Suggested" columns must not be modified.)
Return to the "Bulk edit" page of the application, click on "Upload or drag your file here," select your file, and click "Process file."
Then go back to your emails and open the email titled "Integration report". If the email says "Success", your templates have been updated! 🔥 Otherwise, follow the next steps.
If your import failed, click on "Download the report". The cells containing errors are highlighted in red.
Correct the cells highlighted in red following the instructions in the file, save the file, and return to step 7 of this list.
To learn how to use these Response templates, click the button below!