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How to use automatic replies to reply to reviews without comments
How to use automatic replies to reply to reviews without comments

An easy way to reply to customer reviews that don't include any comments

Ambre Chinchio avatar
Written by Ambre Chinchio
Updated over a week ago

Enable automatic replies to reviews without comments to save time and improve your response rate. This feature replies automatically to customer reviews without comments via an intelligent rotation system among different response templates.

For an optimal customer experience, the automatic response will be posted within 10 minutes to 3 hours after receiving the review. The same response will not be posted consecutively.

From your settings, you have access to two different tabs dedicated to automatic replies: one for reviews without comments, and the other for those with comments. You can activate them separately according to your needs.

How to activate automatic replies to reviews?

Please note: your business must be subscribed to the Review Management ✅

Only administrators can activate this feature.

Automatic replies to reviews without comments

  1. Activate the feature from the review list: click on the "auto-reply" button at the top right of your reviews, and you will be redirected to your account settings.

  2. Select the establishments for which you want to enable automatic replies to reviews without comments.

  3. Choose the type of reviews to target: you can choose to automatically respond to positive, neutral, and/or negative reviews.

  4. Select the response templates to use: the reply template library includes new templates written by Partoo specifically for this use, as well as all reply templates created by your company (even those created before the launch of automatic response).

  5. Confirm.

The expected automatic reply will be displayed as soon as the review is received, along with the scheduled sending time and the label "Automatic Reply."

Automatic replies to reviews with comments

  1. Ask your account manager or customer support to activate the feature.

  2. From your account settings, go to "automatic replies" and then "with comments."

  3. Select the establishments for which the feature must be enabled.

  4. Choose the type of reviews to target: you can choose to automatically reply to reviews with positive, neutral, and/or negative comments.

  5. Select the response templates to use: you cannot select response templates created by Partoo. You must create or select your own templates!

  6. Confirm.

The expected automatic reply will be displayed as soon as the review is received, along with the scheduled sending time and the label "Automatic Reply."

How to deactivate/reactivate automatic responses to reviews

To deactivate automatic responses, follow these steps:

  1. Go to the "Conversations" section, then go to "Reviews."

  2. Click on "Auto replies" at the top right of your screen.

  3. Click on the green button at the top right to switch from "Active" to "Paused."

  4. Confirm with "Yes, I want to pause."

To reactivate automatic responses, follow these steps:

  1. Go to the "Conversations" section, then "Reviews."

  2. Click on "Auto replies" at the top right of your screen.

  3. Click on the green button at the top right to switch from "Paused" to "Active."

  4. Confirm with "Yes, I want to activate."

  5. Modify the settings (target and responses) if needed and save.

How to use my own reply templates for automatic responses

The list of reply templates to automatically reply to reviews without comments include:

  • Templates created by Partoo specifically for this purpose.

  • Your own reply templates.

The list of reply templates to automatically reply to reviews with comments include:

  • Only your own reply templates

To incorporate your own templates, you need to create them from your settings (following the steps described in this article) and then select them when activating automatic replies.

Note: Only the reply templates that are applicable to the types of reviews you have chosen to target will be available. For example, if you choose to target positive reviews, only response templates applicable to positive reviews will be provided.

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