Workflow rules allow you to designate how you want reviews to be responded to based on whether they meet specific criteria. At a high level, all Reviews Response workflows follow this general process:

Review Submitted -> Review Response -> (Optional) Review Response Approval

The workflow will move through this process differently based on the type of response:

• Automatic Review Response: The workflow designates pre-approved text assets to use to respond to the reviews automatically. No tasks are created.
• Generative Review Response: The workflow generates a response that must then be approved by a user before it is published. This creates a review response approval task.
• Manual Review Response: The workflow creates a review response task and assigns it to a specific user to manually respond to the review.
  • If the user only has permission to suggest a response, once they suggest one, a review response approval task will be created for a user with permission to approve the response to approve it.

Automatic Review Response

Automatic Review Response allows businesses to configure automatic replies to reviews based on basic criteria, such as the minimum star rating and whether the review includes content. Using automatic responses for new reviews can be helpful for businesses as it allows them to quickly acknowledge and respond to customer feedback.

You’ll use review response assets in your automatic responses. All you need to do is add workflow rules. For each rule, you’ll specify:

1. The criteria to identify reviews that receive automatic responses.
2. The review response asset(s) to use to respond to these reviews.

If you include multiple review response assets in a workflow rule, one will be chosen at random for a response. We recommend you do this so that your responses will be varied and appear more natural.

Set Up Workflow Rules for Automatic Review Response

To set up automatic responses for reviews, you’ll create workflow rules that check incoming reviews for specified criteria. If the review is a match, it will automatically get a response with one of the review response assets you specify.

1. Navigate to Inbox > Configuration.
2. Click the Create Rule button.
3. Select Auto Reply for the Reply Type.
4. Give the rule a descriptive name to help you identify it in the future.
5. Set up your desired criteria.

• For example, to auto-respond to all reviews without content and a minimum rating of 4-stars, you would create a review label where: ‘Rating’ is greater than or equal to “4” and ‘Review Content’ is empty.
• You can add any available filters to further specify which reviews you want to automatically respond to.

6. Select Apply only to new reviews.
7. Click Add Assets. 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 chosen at random 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 it 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.

8. Click Save.

Generative Review Response

Generative review response allows you to generate responses to customer reviews. This is done by sending information about the review, and your brand, to a large language model to automate the creation of responses by leveraging generative AI.

​​You can use generative review response in a workflow to add more automation to your review response process. You’ll create workflow rules that check incoming reviews for specified criteria. If the review is a match, it will automatically get a response generated and a review response approval task will be created for a user to approve the response before it is published.

Set Up Rules for Generative Review Response

1. Navigate to Inbox > Configuration.
2. Click on the Create Rule button.
3. Select Generative Reply.
4. Give the rule a descriptive name to help you identify it in the future.
5. Click + Add Criteria and select the desired criteria.
   • For example, to generate responses for reviews with content and a minimum rating of 4-stars, you would create criteria where: ‘Rating’ is greater than or equal to “4” and ‘Review Content’ is not empty.
   • 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.
   • 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. Set the Reply Approval setting. You can choose one of the following options:
   1. Post Automatically. Eligible reviews that meet your predefined criteria will receive an AI-generated response that is published immediately.
   2. Require Human Approval. When you choose this option, any tasks created as a result of this workflow rule will need to be manually approved. You will then have the option to set an assignee to approve the response in the Tasks inbox. If an assignee is not set, the resulting tasks will be unassigned. 
      • You can assign a user or user group to review a generative review response task. While any of the users within a group can take action on the task, only one of the users will need to approve or reject the task.
      • You also have the option of assigning someone without a Yext account as an external approver. Put in their email address and they will be able to approve or reject the Generative Review Response directly from their email.
8. (Optional) Add a Due Date.
   • 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.
9. Click Save.

Manual Review Response

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.

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 like normal through the Tasks Inbox. 

Set Up Rules for Manual Review Response

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.
   • 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 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.
   • 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.
   • 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.