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Commenting on reviews

  • Updated

πŸ’‘ Efficiently manage and automate customer review responses using manual entries and Smart Comments.

Key Summary

  • Learn how to manually add personalized comments to individual or selected customer reviews.
  • Configure Smart Comments to automate responses using predefined templates.
  • Use dynamic variables to automatically insert customer names, rewards, and review types.
  • Streamline your management workflow by setting up bulk comment templates.

 

In this article

 

STEP 1. Commenting on reviews manually

Review > Review management > Manage all reviews
  1. From the Review tab, go to Review management > Manage all reviews.
  2. Check the checkbox of the relevant reviews and click the Comment button.
  3. Type your response into the Comment manually field box.

  4. Click Enter comment to publish your response.

    Manual comment entry interface

STEP 2. Configuring Smart Comments

You can configure Smart Comments to apply predefined responses and manage templates through the following steps:

  1. From the Manage all reviews menu, click Comment and toggle the option labeled Apply random predefined bulk commenting text for selected review(s).
  2. Click the Bulk comment settings button within the comment window.

  3. Create your Smart Comment templates by clicking Add predefined text.

    Smart Comment configuration screen

  4. Use the following variables to dynamically insert customer information into your responses:

    Variable Description
    %{user} Customer name
    %{mileage} Reward amount
    %{type} Review type (Text/Photo)

  5. Alternatively, you can manage your bulk comment templates directly via this path:

    Review > Settings > General settings > Management features > Show advanced settings > Bulk comment settings

Frequently Asked Questions (FAQ)

What happens if a review is not suitable for Smart Commenting?

πŸ‘‰ If a review cannot utilize Smart Commenting due to specific criteria (such as a missing reviewer name), the system will automatically apply one of the default comments randomly. This ensures that every review receives a response even if it doesn't meet the conditions for a specific Smart Comment.

How can I personalize my Smart Comments with dynamic information?

πŸ‘‰ You can personalize your Smart Comments by embedding specific variables. For example, %{user} inserts the customer name, %{mileage} inserts the reward amount, and %{type} inserts the review format (Text or Photo) dynamically. These variables are automatically replaced with the relevant data when the comment is applied.

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