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Review Reply Assistant

Roxy avatar
Written by Roxy
Updated over a week ago

What is the Review Reply Assistant?

👉 Reply Assistant is a feature within PromoRepublic's Reputation Manager that automates and customises responses to customer reviews. It helps franchises manage their online reputation by ensuring timely, personalised, and consistent replies across various locations and review platforms.

How Does It Work?

👉 Reply Assistant allows you to set up automated response rules based on specific triggers and conditions, such as review source, rating, and location. Note that first, you need to create saved reply templates. 👈

What Are The Values of the Reply Assistant Feature?

  • Customize and automate responses by franchise location to resonate with local audiences and their unique preferences.

  • Implement location and brand-specific review response strategies to align with regional trends and standards, enhancing customer satisfaction across your franchise network.

  • Infuse pre-saved replies with dynamic fields, advanced randomisation, and rotation mechanisms to mimic natural human interactions, ensuring both consistency and personalisation.

  • Assign user permissions based on location, empowering local managers to fine-tune automation rules and responses for their specific area, fostering a sense of ownership and accountability.

How to Set Up a Rule?

At the top of the page, open Reputation Manager, click Reply Assistant > Create New Rule and define the rule parameters:

  1. Name: Create a descriptive name for easy understanding.

  2. Pages: Select the necessary Facebook or Google Business Profile pages for which you are creating the rule. Choose either 'All Pages' or 'Specific Pages'

  3. Trigger conditions: They define when the rule should be activated.

    • For Google Business Profiles, choose the star ratings for which the rule applies.

    • For Facebook, select 1 or 5, which correspond to 'Recommended', 'Not recommended', or both.

  4. Time range for which a reply is not needed:

    • 24 hours

    • 48 hours

    • 72 hours

  5. Text: define what kind of review the rule is designed for, either with text or without, or both.

    • Reviews with text: Use for detailed customer feedback;

    • For reviews without text: Set standard thank-you messages;

    • For positive reviews: Create appreciation responses;

    • For negative reviews: Set up service recovery templates;

    • Rating thresholds - Respond differently based on star ratings.

  6. Saved reply: Select a saved reply that corresponds to this rule. PromoRepublic automatically replies using the selected templates in random order (up to 20 templates).

Finish the rule creation by activating it with the appropriate toggle at the top right and clicking Save.

Handy Tips

✍️Auto-respond to 1, 2 and 3-star reviews with apology templates or rather manage these reviews manually (recommended).

✍️ Auto-respond to 4 and 5-star reviews with thank you templates.

✍️ Advanced conditions:

  • Combine multiple triggers using AND/OR logic;

  • Set date ranges for seasonal responses;

  • Filter by review source platform;

  • Include/exclude specific reviewer types.

✍️ Personalisation Options:

  • Insert reviewer name automatically;

  • Include business name and location;

  • Add relevant contact information;

  • Reference specific services mentioned.

✍️ Set priorities based on specificity (most specific = highest priority). Rules execute in order of priority (1 = highest). The first matching rule applies to each review.

✍️ Execute some testing by using a test rule before activating:

  • Preview responses with sample reviews;

  • Verify trigger conditions work as expected;

  • Check for conflicts with other active rules.

✍️ We encourage you to track the rule and auto-response performance:

  • Track rule activation frequency

  • Monitor response effectiveness

  • Adjust triggers based on performance data

  • Disable underperforming rules

✍️ To modify the settings of an active rule, click the Edit button next to it. Only the user who created the rule can do this.

✍️ To delete the rule, click the Delete button. Only the user who created the rule can delete it.

Troubleshooting

☑️ Access levels are based on your subscription plan. Reply Assistant is available for the majority of our agency and franchise plans. If you don’t see the button to create the rule, you might need to contact your organisation administrator to check the permissions.

☑️ Assign permissions for creating, editing, disabling, and deleting rules based on user roles within your organisation. If you are an organisation administrator, contact your Success Manager for assistance.

☑️ To be able to select 'All Pages', you need to be an organisation’s admin to see the option for "All Pages."

☑️ If rules are not triggering:

  • Check trigger condition syntax;

  • Verify that page selection includes target locations;

  • Confirm the rule is enabled and active;

  • Review rule priority order.

☑️ If wrong responses are being sent:

  • Check for conflicting rules;

  • Verify that trigger conditions are specific enough;

  • Review the rule priority settings;

  • Test with actual review examples.

☑️ If there are any response quality issues:

  • Edit response template for clarity;

  • Add more specific personalization;

  • Review and update based on customer feedback;

  • Consider manual review for complex cases.

If you have any further questions, please contact us at
​[email protected].

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