Workflow rules allow you to bring some automation into review response. Workflow rules check incoming reviews for specified criteria. If the review is a match, it will do the following based on the response type you select:

1. Manual reply: assigns the task of responding to the review to the specified user
2. Automatic reply: automatically responds to the review using pre-defined text assets you specify
3. Generative reply: generates a response and creates a task to approve the response 

To create a workflow rule for review response:

1. Navigate to Inbox > Workflow Management.
2. Click Create Review Workflow.
3. Select the desired response type.
   • If you select Manual Reply, click the Select User dropdown and select the user to whom you’d like to assign reviews.
     • Note: You can only assign a review to one person in the account.
   • If you select Auto Reply, notice the Automatic Response Content section appears at the bottom. 
   • If you select Generative Reply, notice the Generative Reply section appears at the bottom.
4. Enter the name of the rule.
5. Click + Add Criteria and select the desired criteria.
   • For example, to assign reviews with a minimum rating of 2 stars, you would create criteria where: ‘Rating’ is less than or equal to “2”.
   • You can add any available filters to specify further which reviews you want to cover as part of this workflow.
6. Select Apply only to new reviews or Apply to new reviews and updated existing reviews.
   • If you select to apply workflow rules to new and updated reviews, any reviews that are updated to meet the criteria of a task will go through the workflow rule and be assigned accordingly.
7. (Optional) If you selected Generative Reply, click the + Approver dropdown and select the user who will be assigned the task to approve the review response generated.
8. (Optional) If you selected Manual Reply or Generative Reply, add a due date by entering an integer number and select Hours, Days, or Weeks from the dropdown.
9. If you selected the Auto Reply reply type, click Add Asset. Here you can create new assets or choose from existing assets.
   • Note that each rule can only have up to 25 associated review response assets. If you include multiple assets, one will be randomly chosen for a response. We recommend you do this so that your responses will be varied and appear more natural.
   • These assets live under Knowledge Graph > Assets.
   • When creating new assets, give them a descriptive name and then enter the text you wish to use in review responses. You can add embedded fields by clicking the plus icon in the bottom right.
10. If you selected Generative Reply, review the prompt set for your account. If you would like to make adjustments, click the Configure Prompt button to be directed to the Generative Response page. Refer to the Create Instructions for Generative Review Response help article for guidance.
11. Click Save.

Example of workflow rule with reply type Manual Reply

Example of workflow rule with reply type Auto Reply

Example of workflow rule with reply type Generative Reply