Review Response tasks can be created to assign users to respond to a review.

Create Review Response Tasks

There are two ways to create a task for manual review response, in which a user will respond to the review:

1. Create a task manually for a specific review. See below for instructions.
2. Create workflow rules to set a review response workflow based on specific criteria. 
   • For example, all reviews with a rating of 2 stars or below can be assigned to someone on your customer care team, and reviews with 5-star ratings can be assigned to your Marketing team. 

Once the tasks are created, the assignee can respond to the reviews as they normally would through the Tasks Inbox.

Note: Tasks can only be assigned to users who have permission to view or manage them.

Create a Review Response Task Manually

Manually assign tasks to users to respond to reviews.

1. Locate the review in the Reviews Monitoring or Response tab.
2. Click on the plus icon next to the relevant review. A dialog box appears.
3. Click Select Assignee and select the relevant assignee from the drop-down menu.
4. (Optional) Enter a comment to be sent to the assignee with the task.
5. Click Create.

Create a Review Response Via Workflow Rules

You can create workflow rules to create a review response workflow based on a set of criteria.  This will automatically assign tasks to users to respond to the reviews. To do this: 

1. Navigate to Inbox > Configuration.
2. Click on the Create Rule button.
3. Keep Manual Reply selected. Click the Select User dropdown and select the user you’d like to assign reviews to.
   1. Note: You can only assign a review to one person in the account.
4. Give the rule a descriptive name to help you identify it in the future.
5. Click + Add Criteria and select the desired criteria.
   1. 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”.
   2. You can add any available filters to further specify which reviews you want to assign to a user as part of this workflow.
6. Select Apply only to new reviews or Apply to new reviews and updated existing reviews.
   1. 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) Add a Due Date.
   1. Adding a due date will help you prioritize task within in inbox. Due date is a column within the Inbox that you can sort and filter by. If you utilize Tasks, you will also get an email that lists ‘overdue’ and ‘upcoming’ tasks based on the due dates set.
8. Click Save.

Review and Complete a Review Response Task

When an assignee clicks into a Review Response task, they will see the original review along with Labels and Response text boxes that they can update. 

To complete this type of task, use the text box to respond to the original reviewer. You will have the option to use AI, assets, or embedded fields to help create a response. Once you have your response, click Reply at the bottom of the text box.