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.
How to activate automatic responses to reviews?
Go to the "Conversations" section, then click on "Reviews."
Click on "Get Started" in the banner at the top of the page.
Define your target: Select the types of reviews (positive, neutral, and/or negative) for which you want to activate automatic responses.
Positive = reviews with 4 or 5 stars
Neutral = reviews with 3 stars
Negative = reviews with 1 or 2 stars
Choose your replies: The provided response templates include models created by Partoo specifically for this purpose, as well as any response templates you have created. Select the ones that will be randomly used as responses to your reviews. Find out more.
Click on "Save" to confirm your selection and activate automatic replies.
In the list of reviews, reviews that have been automatically replied to will be marked with the label "Auto-replied."
👋 Please note: once you have activated the automatic reply feature for your organisation, it will be applied to all its POIs.
How to deactivate/reactivate automatic responses to reviews
To deactivate automatic responses, follow these steps:
Go to the "Conversations" section, then go to "Reviews."
Click on "Auto replies" at the top right of your screen.
Click on the green button at the top right to switch from "Active" to "Paused."
Confirm with "Yes, I want to pause."
To reactivate automatic responses, follow these steps:
Go to the "Conversations" section, then "Reviews."
Click on "Auto replies" at the top right of your screen.
Click on the green button at the top right to switch from "Paused" to "Active."
Confirm with "Yes, I want to activate."
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.
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 response 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.