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Create Assets for Templated Review Response

Who does this article apply to?

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

The Templated Review Response feature is a tool to help you easily respond to reviews. To use Templated Review Response, you will create text assets for each of the four components of an effective review response: Greeting, Value Statement, Sentiment Keyword, and Closing. You can then create a review response by selecting from these options, which will dynamically update based on the content of the review.

To create review response assets:

  1. Click Reviews in the navigation bar and click Configuration.
  2. Click Templated Review Response.
  3. Click Add Asset. A dialog box appears.
  4. Enter a name for the asset.
  5. If applicable, select the Language of the asset. 
    • If a language is selected, the asset will only be available for reviews in the specified language.
  6. Select the components of the review response you would like to create the asset for.
    • For the Sentiment Keyword assets, select Sentiment Keywords (Positive) or Sentiment Keywords (Negative) to indicate whether this asset response option is intended for positive or negative keywords in a review.
  7. Add the content of the asset to the Text text box. To ensure that these assets will dynamically update based on the content of the review, click on the plus sign () in the text box to add Embedded Fields (such as Author, Author Email, Keyword, Modifier, Publisher, Rating, and more). Below are some guidelines based on the type of review component you are creating:
    • Greeting
      • We recommend including the reviewers’ name. To do this, click on the plus sign () in the text box and select Author.
    • Value Statement
      • This should be a sentence that states what matters to your company with respect to the customer experience.
    • Sentiment Keywords
      • This should be a sentence that can address the parts of your business that are being described in the review.
      • To ensure that this directly addresses what is included in the review, click on the plus sign () in the text box and select Modifier and Keyword.
        • Example: We are glad you enjoyed the [[review.modifier]] [[review.keyword]] during your visit.
    • Closing
      • This can be used for things like thanking the customer for their feedback or prompting them to contact you to continue the conversation.
  8. Select the entities you would like this asset to be available for.
  9. Click Save Asset.