The Reviews Inbox enables brands to aggregate and respond to reviews from multiple networks in one centralized platform. With powerful features like Review Rules, AI Suggested Responses, and Response Approval Workflows, it is easier than ever for users to consistently deliver timely, on-brand review responses.
To access the Reviews Inbox, navigate to Reviews > Inbox.
Tabbed Navigation
When navigating to the Reviews Inbox, users will see up to six tabs at the top of the page. By default, users will land on the Inbox tab.
- Inbox: The default view that houses all incoming reviews that have not yet been responded to.
- Pending: Houses all reviews that have a response pending approval from an Admin.
- Outbox: Houses all approved review responses waiting to be published to non-integrated networks.
- All Reviews: Houses all reviews, regardless of response status.
- My Tasks: Houses all reviews in which the user has been assigned to respond.
- Rules: Lists all previously created Review Rules.
Filters and Sorting
There are many ways users can filter and sort reviews to more easily find specific content.
- Search: Filter reviews based on specific keywords used in the review itself.
- Tags: Filter reviews based on tags applied from Manual Tags or via Review Rules.
- Network: Filter reviews by any combination of networks.
- Review Content: Filter reviews by those with text, without text, or that have been updated.
- Ratings: Filter reviews by 1, 2, 3, 4, and 5 stars, as well Facebook’s Doesn’t Recommend and Recommends values.
- Date Range: Filter reviews using predefined date ranges or a customer date selector.
- Response Status: Filter reviews by Not Responded or Rejected values.
- Sort Value: Sorts reviews by Date of Review, Rating, or Response Time.
- Ascending/Descending: Toggles between ascending and descending order based on the Sort Value.
More information about the Add Rule functionality can be found here, and the Email Subscription functionality here.
Review Details
When in the Reviews Inbox, users will see a list of all unresponded to reviews. At a glance, users are able to see varying review details and take different actions from a specific review card.
- Network: A logo/icon indicating which Network the review came from
- Bulk Response: Check box to use in the bulk response flow (see here for details)
- Rating: Visual indicator of the review rating
- Author Photo: If available, the profile icon of the review author
- Author Name: The name or alias of the review author
- Review Content: The full review or review snippet, depending on the review length
- Response Status: Indicates if the review needs a response, is pending a response approval, or has been rejected and in need of attention
- AI Suggested Response: The proposed review response from the platform AI (see here for details)
- Tag: Lists all the tags that have been applied to the review
- Review Date: Indicated the time the review was posted
- Edit Review: Launches the Review Response interface
- Send Response: Publishes the existing suggested review response
- Assign Task: Allows the user to assign the review to another team member
- Edit Tags: Allows the user to manually assign a tag(s) to the review
- More Options: Allows the user to share with another team member or mark the review as spam
Responding to a Review
To respond to a review, simply click the Review Card or the Edit button and it will launch the review response interface.
From here the user has several options, including:
- AI Suggested Response: The generative AI provides a suggested response which the user can use as-is or further edit.
- Template Libraries: Use any of the Response Template Library content to quickly populate an alternative response.
- New Copy: The user can click the Clear button to remove the AI Suggested Response and write entirely new copy.
In each of the three above scenarios, reviews can be further customized using the Localize dropdown, which is explained in detail here. When done, simply click the Send Response button.
Note: When responding to Yelp reviews through Sentiment or natively in the Yelp platform, the Yelp profile should display a picture of a person instead of the business logo or picture of food. If it does not, you are likely to receive an error notification. This is a requirement of Yelp itself and cannot be changed.
Additional Resources
For a full walkthrough of the Reviews Inbox, please watch the video below.
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