Olo Sentiment empowers brands to scalably deliver timely, on-brand responses every time using a library of pre-approved Response Templates. By leveraging Response Templates, brands can empower more users to respond to reviews while also decreasing Average Response Time.
Building Template Libraries
From the left-navigation, click Account > Templates.
Depending on the Account set up, there may already be two default template libraries provided or even custom libraries created by others in your organization. Regardless, users can create a new one by clicking the Create Library button.
Depending on the user’s access level, they will see the below options:
- Name Your Library: the name that will appear within the UI when responding to reviews
- Share Your Library: can be shared with the entire account, specific Groups or Users
- Access Level: Users given access to the library can be assigned as an Owner, Editor, or Viewer (hover over the question mark icon to learn what each level gives access to)
Once the Library is created, users can create Templates. These are the pre-approved responses that will display in the review response flow. From the Library screen, simply click New Template to get started.
There are two fields that make up a Response Template. The first field is the Template Name, which is an internal-facing value that should describe when it should be used. The second field is the actual text response, which can be further customized using the Localize feature.
Hit the Save button and the template will be added to the Template Response Library
Using Response Templates
Response Templates are available within the Templates section of the Review Response screen.
When a user clicks a specific Template Library, they will be shown a list of available templates within the library.
Simply click the desired Template and it will clear the AI Suggested Response and use the pre-approved response.
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