Templated review response lets you build responses from modular components rather than writing from scratch or using a single pre-written asset. Each component covers a different part of the response, and the options you choose are dynamically assembled based on the content of the review. This is well-suited for reviews with substantial content where you want personalization at scale.
Components of an Effective Review Response
Templated review response is built around four components that together make up a complete, on-brand reply:
- Greeting: a friendly opening that addresses the reviewer by name where possible
- Value statement: a sentence that reinforces your brand's values or the experience you aim to deliver, for example: "At [business name], we always strive to provide excellent service."
- Sentiment keyword: a sentence that directly addresses the specific topic mentioned in the review, using the keyword and modifier identified by Sentiment Analysis. For positive reviews, acknowledge and affirm. For negative reviews, acknowledge and reassure.
- Closing: a polite sign-off that thanks the reviewer or invites them to return
Create Assets for Each Component
Before you can use templated review response, you need to create at least one asset for each component. Navigate to Reviews > Configuration > Templated Response and click Add Asset to get started.
For each asset:
- Enter a name for the asset.
- (Optional) Select a language. If selected, the asset is only available for reviews identified as that language.
- Select the component this asset belongs to: Greeting, Value Statement, Sentiment Keywords (Positive), Sentiment Keywords (Negative), or Closing.
- Enter the content in the Text field. Click the plus icon to embed dynamic fields such as the reviewer's name, the sentiment keyword, or the modifier.
- Select the entities the asset should be available for.
- Click Save Asset.
Tips for each component:
- Greeting: keep it simple. Include the reviewer's name using the Author embedded field for a personal touch.
- Value statement: create several options that highlight different aspects of your brand so responses feel varied.
- Sentiment keywords: create both positive and negative versions. For positive assets, try something like "We're so glad you enjoyed the [[review.modifier]] [[review.keyword]]." For negative assets, try "We missed the mark on the [[review.modifier]] [[review.keyword]] and appreciate you letting us know."
- Closing: vary your closings — some can thank the reviewer, others can invite them back, others can direct them to contact you directly.
Update your assets two or three times per year to keep responses fresh, and whenever your brand messaging changes.
Use Templated Review Response
- Navigate to Reviews > Response or Reviews > Monitoring and click Respond next to a review.
- In the response modal, select an option from each component dropdown: Greeting, Value Statement, Sentiment Keyword, and Closing.
- For the Sentiment Keyword component, select the keyword and modifier you want to address. You can address more than one keyword in a single response.
- Review the assembled response and edit as needed.
- Click Reply.
Note: The Sentiment Keyword component does not appear until Sentiment Analysis has processed the review. This can take up to 24 hours. Some reviews are not eligible for Sentiment Analysis.
To save time, use the Shuffle button to have Yext randomly select one option from each component. Use shuffle for lower-priority reviews — reviews with minimal content or moderate ratings — and review the output before posting to make sure it reads naturally and fits the review.