Review Response is often a process that has more than a single stakeholder. Review Response Approvals provides functionality to allow users to suggest responses that must be approved by another user with permission before the response is actually submitted. You also have the ability to get approvals via email on Generative Review Responses from external users, those with no Yext account.
When a user with the “Suggester” permissions replies to a review, this reply will be added to a queue of pending responses. Users with “Approval” permission can then accept or reject the request.
These approvals make it easy to collaborate and get responses in front of the teams that need to see them.
Common Use Cases
Local user responses to be approved by regional managers - Review Response Approvals can be used if a regional manager wants to scale their review responses to the local teams (such as local managers, agents, doctors) but still wants to maintain control over the responses.
Franchisee responses to be approved by corporate - Review Response Approvals can be used if a corporate team wants to provide franchisees with review response capabilities, but still wants to maintain brand control.
Responses in highly regulated industries to be approved by the legal department. Review Response Approvals can be used if a regulated business wants to scale their review responses, but needs to have legal approval on all reviews to ensure compliance.
How to Suggest Review Responses
If a user has the proper permissions to be a Suggester, then suggesting a review response is easy!
All you need to do is respond to reviews the same way that you normally would in the Yext platform. The only difference is that you are suggesting a response instead of responding directly.
Suggest a Response via a Review Response Task
In the Tasks Inbox, you’ll see a Send for Approval button if you are responding to a review via a Review Response task.
Suggest a Response via Reviews
In the Monitoring and Response tabs, you will see that the Respond button is now a Suggest Response button (or Suggest Comment if they are responding to a Facebook Recommendation).
Approve Review Response Approval Tasks
If you have the proper credentials to approve a review response, all you need to do is navigate to Inbox > My Tasks and select the response that you would like to review. From there, you have the option to Approve, Reject, or edit and then approve or reject the response. You can also comment on the suggestion in the Conversations tab.
If you choose to reject the review response, you must provide feedback on why. This feedback will then appear in the Conversations tab of the task.
Approve Generative Review Responses via Email
If you set an external user to be the approver for a Generative Review Response task, they will receive an email outlining all of the task details, including details about the original review, the generated response, action buttons, and a link to review the task in browser. Viewing the task in browser will show a similar interface to the Tasks Inbox. The task can be approved, rejected, or edited directly from the email. This is particularly helpful for external users who don’t have or need access to the Yext account.