Review labels are tags you apply to reviews to categorize them. Labels help you organize incoming reviews, prioritize which ones to act on, route reviews to the right people, and analyze trends. More than one label can be applied to a review.
Create a Review Label
- Navigate to Reviews > Monitoring or Reviews > Response.
- Click the settings icon and select Manage Review Labels.
- Click + Add a label.
- Enter a label name and click Save.
Creating a label here does not apply it to any reviews. Apply labels manually or set up labeling rules to apply them automatically.
Apply Labels Manually
To add a label to a single review:
- Click View or Respond next to the review.
- Click into the Add labels field and select from the list, or type a new label name followed by a comma to create and apply it in one step.
- Click Save.
To add labels to multiple reviews at once:
- Select the checkboxes next to the reviews you want to label.
- In the actions bar, click Manage Review Labels for Selection.
- Choose whether to add labels, add and remove specific labels, or replace all existing labels.
- Click into the label field and select the labels to apply.
- Click Submit.
To remove a label from a single review:
- Click View or Respond next to the review.
- Click the X next to the label you want to remove.
To remove a label from multiple reviews:
- Select the reviews you want to update.
- Click Manage Review Labels for Selection in the actions bar.
- Select Add/Remove Labels and check the box next to each label to remove.
- Click Submit.
To delete a label and remove it from all reviews:
- Click the settings icon and select Manage Review Labels.
- Hover over the label and click the three dots to the right.
- Click Delete.
Set Up Automatic Labeling Rules
Labeling rules automatically apply labels to reviews that meet specific criteria as they come in, saving you the time of manually tagging reviews.
To create a labeling rule:
- Navigate to Reviews > Configuration > Review Labeling Rules, or access it from the settings icon in the Monitoring or Response tab by selecting Manage Review Labels and clicking Labeling Rules.
- Click + Add a labeling rule.
- Enter a rule name.
- Click + Add Filter and set your criteria. Available filters include rating, review content, site, entity, label, status, awaiting response, generated, and others.
- If you apply multiple filters, a review must satisfy all criteria for the label to be applied.
- Select the label or labels to apply when a review matches the criteria. You can also create a new label here by typing a name followed by a comma.
- Click Add Labeling Rule.
Common Use Cases
Labels work best when they map to actions or workflows your team already follows. Some common examples:
- Apply a Needs Response label to reviews awaiting a response to create a clear action list
- Apply a team member's name to route specific reviews to the right person
- Apply a Needs Escalation label to flag reviews that require review by legal, corporate marketing, or customer support before responding
- Apply a Needs Flagging label to reviews containing inappropriate content so they can be flagged for removal quickly
- Apply a content category like Food or Service to reviews mentioning those topics, making it easier to analyze feedback by area of the business