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Respond to Reviews

Who does this article apply to?

  • Enterprise, Partner, and Small Business accounts.
  • Accounts in all regions.

You can respond to reviews directly from Yext for supported publishers including Google, Facebook, Yelp, TrustPilot, and first-party reviews. For entities in Germany, response is also supported on GoLocal and MeinungsMeister. Responses post directly to the publisher site. This article covers how to respond to individual and multiple reviews using any of the available response tools.

Note: To respond to TrustPilot reviews, you must first link your TrustPilot account.

Where to Respond

There are three places in Yext where you can respond to reviews:

  • Reviews > Response: shows only reviews awaiting a response. Use this as a to-do list when you want to focus on unanswered reviews.
  • Reviews > Monitoring: shows all reviews regardless of response status. Use this when you want a broader view of incoming reviews while also responding.
  • Inbox > My Tasks: shows reviews assigned to you through workflow rules. Use this as your primary working view if your account uses workflows. Filter for Type = Review Response to focus on review tasks.

Respond to a Single Review

  1. Navigate to Reviews > Response or Reviews > Monitoring.
  2. Click Respond next to the review you want to respond to.
  3. Compose your response using one of the available tools:
    • Freeform text: type your response directly in the text box
    • Review response asset: click the asset icon above the text box, select an asset, and click Continue
    • Templated review response: select an option from each component dropdown (Greeting, Value Statement, Sentiment Keyword, Closing) to assemble a response
    • Generative review response: a response is generated automatically when you open the review. Edit it directly in the text box or click the AI-generated button to reword, adjust length, change tone, translate, or make other changes using a custom instruction
  4. Click Reply or Comment to post your response to the publisher.

To add dynamic content to a freeform or asset response — such as the reviewer's name, city, or publisher — click the plus icon at the bottom right of the text box and select a field.

Note: For TripAdvisor reviews, clicking Respond redirects you to the review response page on TripAdvisor directly.

Edit or Delete a Response

To edit an existing response:

  1. Navigate to Reviews > Monitoring.
  2. Click Respond next to the review with the response you want to edit.
  3. Click Edit below the existing response.
  4. Update the text and click Submit Edit or Submit Edit and Notify Customer.

To delete an existing response:

  1. Navigate to Reviews > Monitoring.
  2. Click Respond next to the review with the response you want to delete.
  3. Click Delete below the existing response and confirm.

Deleting a response in Yext also removes it from the publisher site. Note that not all publishers support response deletion. Some publishers support editing instead.

Respond to Multiple Reviews at Once

You can respond to up to 100 reviews at a time using freeform text or review response assets.

  1. Navigate to Reviews > Response or Reviews > Monitoring.
  2. Use filters to narrow the reviews you want to respond to, for example by publisher and star rating.
  3. Select the checkboxes next to the reviews you want to respond to. An actions bar appears.
  4. Click Respond.
  5. Enter a freeform response that will apply to all selected reviews, or click the asset icon and select up to 25 assets. When multiple assets are selected, one is assigned randomly to each review for variety.
  6. Click Reply.

Respond to Reviews on Mobile

You can monitor and respond to reviews using the Yext mobile app. The app supports freeform text, review response assets, embedded fields, and generative review response.

To create a new response:

  1. Select a review from the feed in the Reviews tab.
  2. Type your response in the text box below Your Response.
  3. Click Post Response.

To edit an existing response:

  1. Locate the response you want to edit.
  2. Click the ... icon next to the response and select Edit Response.
  3. Update the response and click Update Response.

Note: If your permissions require approval before posting, the app displays a Send for Approval button instead of Post Response. Users with approval permissions must use a desktop to approve or reject review response tasks.