Workflow rules check incoming reviews against criteria you define and route them to the right response process automatically. Each rule specifies what type of response should happen and who, if anyone, is responsible for it. This article covers how to create and manage workflow rules.
Reply Types
Each workflow rule uses one of three reply types:
- Manual reply: creates a task and assigns it to a specific user to respond to the review. The assigned user can use any response tool — freeform text, assets, templated response, or generative response.
- Auto reply: automatically responds to the review using one of the review response assets you specify. No task is created. Before setting up auto reply rules, create the assets you want to use. See Review Response Assets for steps.
- Generative reply: generates a response using AI and creates a task for a user to approve it before it posts. Before setting up generative reply rules, optionally configure your generation instructions. See Generative Review Response for steps.
Create a Workflow Rule
- Navigate to Inbox > Workflow Management.
- Click Create Review Workflow.
- Select a reply type:
- For Manual Reply: click Select User and choose the user to assign reviews to. Note that reviews can only be assigned to one user per rule.
- For Auto Reply: the Automatic Response Content section appears at the bottom. You will add assets in a later step.
- For Generative Reply: the Generative Reply section appears at the bottom. You will configure approval settings in a later step.
- Enter a name for the rule.
- Click + Add Criteria and set the conditions a review must meet to trigger this rule. You can use any available filter, for example rating, review content, label, or site. Add multiple criteria if needed — a review must satisfy all criteria to match.
- Select Apply only to new reviews or Apply to new reviews and updated existing reviews. If you select the latter, reviews that are edited and now meet the criteria will also trigger the rule.
- For Generative Reply rules, select a Reply Approval option:
- Post Automatically: the AI-generated response posts immediately without human review
- Require Human Approval: a task is created for an approver to review the response before it posts. Optionally click + Approver to assign a specific user or user group. When a user group is assigned, all members are notified but only one needs to approve or reject the task.
- For Manual Reply or Generative Reply rules, optionally set a due date by entering a number and selecting Hours, Days, or Weeks.
- For Auto Reply rules, click Add Asset and select from existing assets or create new ones. Each rule supports up to 25 assets. When multiple assets are assigned, one is chosen at random for each response to keep replies varied.
- Click Save.
Manage Workflow Rules
Navigate to Inbox > Workflow Management to view all workflow rules in your account. From this table you can enable or disable individual rules using the toggle in the Enabled column.
Workflow rules are applied in priority order as listed in the table. If a review matches the criteria of multiple rules, only the highest priority rule — the one listed first — is applied. Keep this in mind when you have overlapping criteria across rules. For example, if a rule for negative keyword reviews is listed below a general negative review rule, the keyword rule will never trigger for those reviews. Place more specific rules above broader ones to ensure they fire correctly.
View and Action on Tasks
Reviews routed through manual reply or generative reply rules appear as tasks in Inbox > My Tasks. Filter for Type = Review Response to see response tasks and Type = Review Response Approval to see generative responses awaiting approval.
For steps on approving or rejecting review response tasks, see Review Response Approvals and Tasks.