A key component of scaling restaurant reputation management is creating structure and process for managing incoming reviews. To help with this, Review Rules enable brands to standardize how incoming reviews are organized and routed to the appropriate stakeholder based on criteria like review rating, source, and keywords.
Review Rules can be used to:
- Locate and escalate specific reviews
- Organize the Reviews Inbox based on specific criteria
- Automatically apply Review Tags
- Automatically assign reviews to specific users
To create a Rule, navigate to Reviews > Inbox and then click the Add Rule button in the top-right.
Creating a Rule
There are four sections of the Create Rule interface that allow users to customize a rule and view how it will filter incoming reviews.
Name and Priority
- Name: An internal-facing name that should describe the rule’s functionality. It is important to be descriptive so other users can easily understand its intent. For example, if you are creating a rule for 1- and 2-star reviews about pizza, it could be named Negative Pizza Reviews.
- Priority: If a review is matched to two or more Rules, the rule with the highest priority will take effect. A “1” priority reflects the lowest priority, and larger numbers reflect a higher priority. If there are two rules with the same priority, the rule created first will take precedence.
Filters
- Network: Filter for all or any combination of connected networks.
- Source: Filter for the specific Locations, Groups, and Accounts desired.
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Message: Filter for keywords or phrases using alphanumeric (a-z, 0-9) characters.
- Pro Tip: Click the question mark item next to the Message box for additional tips and tricks.
- Rating: Filter for 1-, 2-, 3-, 4-, and 5-star ratings, as well Facebook’s Doesn’t Recommend and Recommends values.
- Review Content: Filter for reviews that have text, have no text, or that have been updated.
Actions
- Assign To: Automatically assign incoming reviews that match the filter criteria to a specific user.
- Set Tags: Automatically assign incoming reviews that match the filter a specific tag.
Filter Preview
- A visual aid that displays how many reviews in the last 30 days are applicable to the filter criteria.
Viewing a Rule
Once a rule is created, it can be added to the Reviews Inbox tabbed navigation by clicking the More button in the top-right corner and clicking the checkbox next to the desired rule. In the example below, there is a tab called Negative Pizza that will display all reviews that meet the specified criteria.
To see a list of all Rules, simply click on the Rules tab on the top navigation of the Reviews Inbox.
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