What is the Review Reply Assistant?
Review Reply Assistant is a feature within PromoRepublic's Reputation Manager that automates and customizes responses to customer reviews. It helps franchises manage their online reputation by ensuring timely, personalized, and consistent replies across various locations and review platforms.
How Does It Work?
Review Reply Assistant allows you to set up automated response rules based on specific triggers and conditions. These rules enable you to respond to reviews based on factors such as review source, rating, and location. You can create and use saved reply templates to ensure each reply is both personalized and consistent with your brand's voice.
Key Features
Location-Specific Automation: Customize and automate responses by franchise location to resonate with local audiences and their unique preferences.
Enhanced Personalization: Implement location and brand-specific review response strategies to align with regional trends and standards, enhancing customer satisfaction across your franchise network.
Smart & Dynamic Responses: Infuse pre-saved replies with dynamic fields, advanced randomization, and rotation mechanisms to mimic natural human interactions, ensuring both consistency and personalization.
Permissions: 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.
Setting Up Auto-Response Rules
At the top of the page, click on Reputation Manager and select Reply Assistant.
Click on Create New Rule to start defining your automated response settings.
⚡ If you don’t see the button to create the rule, you might need to contact your organization administrator to check the permissions.
⚡ If you are an administrator, you can contact your Customer Success Manager for assistance.
Provide a name for the rule.
Next, you need to select the necessary Facebook or Google pages for which you are creating the rule. Choose either 'All Pages' or 'Specific Pages'.
⚡Note: You need to be an organization’s admin to see the option for "All Pages."
Choose the star ratings for which the rule applies. For Facebook, you can select 'Recommended', 'Not recommended', or both.
Select an auto-response saved replies template that corresponds to this rule. PromoRepublic automatically replies using the selected templates in random order (up to 20 templates).
⚡Ensure at least one reply is selected. Responses should be named clearly for easy use.
Activate the rule with the appropriate toggle at the top right and click Save once all mandatory fields are completed, and at least one response is added. Here is a short tutorial to demonstrate the steps above.
Handy Tips
✍️Auto-respond to 1 and 2-star reviews with apology templates or manage these reviews manually (recommended).
✍️ Handle 3-star reviews manually.
✍️ Auto-respond to 4 and 5-star reviews with thank you templates.
Permissions and Roles
Plan-Based Access: Access levels are based on your subscription plan. Review Reply Assistant is available for the majority of our agency and franchise plans.
Role-Based Permissions: Assign permissions for creating, editing, disabling, and deleting rules based on user roles within your organization.
Managing Automated Rules
Create: If you have permission to create automation, you can do it for some or all of your locations. Everyone with access to these locations will see the rules.
Edit/Disable: 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.
Delete: Click the Delete button next to a rule to remove it after confirmation. Only the user who created the rule can delete it.
If you have any further questions, please contact us at
[email protected].