Commenting on reviews

Key Summary

• Learn to manually add tailored comments to individual or selected customer reviews.
• Configure and utilize Smart Comments to apply predefined, automated responses to reviews.
• Discover how to use variables within Smart Comments for personalized automated replies.
• Understand the process of setting up bulk comment templates for streamlined review management.

In this article

• Comment on reviews manually
• Configure Smart Comments

STEP 1. Comment on reviews manually

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

4. Click Enter comment.

   

STEP 2. Configure Smart Comments

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

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

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

   

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

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

5. Alternatively, you can also manage your bulk comment templates directly by navigating to:
   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?

👉 If a review cannot utilize Smart Commenting due to specific criteria (e.g., 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 predefined Smart Comment.

How can I personalize my Smart Comments with dynamic information?

👉 You can personalize your Smart Comments by embedding special variables. For example, %{user}는 고객명을, %{mileage}는 적립금 액수를, %{type}은 리뷰의 형식(Text 또는 Photo)을 동적으로 삽입합니다. 이 변수들은 스마트 댓글이 적용될 때 관련 데이터로 자동 채워집니다.