Include your whole team in review management.

The Reviews tab makes it easy to collect feedback from third-party sites in one centralized location, monitor what is being said, and respond publicly at scale.

Filters

Top line filters affect the data shown on the tab. Secondary filters apply when clicking on interactive chart data.

Reviews are defaulted to All reviews, sorted by Newest First.

Sources

The third-party review sites you see, such as Google and Facebook, are determined by the source groups selected.
(See Admin > General Settings > Company Information.)

By default, all sources associated with your account are selected in the filter. Depending on your industry, sources associated with your account may vary.

If you want to add a source that you do not see in your account, contact your Customer Success Manager.

Average Rating

The Average Rating section contains three main parts. Clicking on any of the links in the Average Rating section filters the graph and the list of reviews.

• Star Rating – The average of all star ratings for the selected filters (total divided by number of items in the selection). Rating scale is 1-5 up to one decimal point.
• Sentiment – The percentage of Positive ( 4), Neutral (3), and Negative ( 2) reviews.
• Response – The number and percentage of reviews that your company has responded to or left unresponded.

If the percentages for the reviews responded/unresponded don’t add up to 100, it is most likely due to the fact that not all of the review sources enabled for your account allow for review responses. See the Sources for more information.

Charts

The Charts section contains up to three charts. Clicking on any of the bars in the charts section filters the graph and the list of reviews.

Sentiment Trend

View sentiment trends over the selected time period. Elements include: Average Rating (blue line chart), Total Reviews (grey labels), Total Positive Reviews (green bars), Total Neutral Reviews (yellow bars), and Total Negative Reviews (red bars).

Sentiment Source

View sentiment trends by review source (selected in above filter) over the selected time period. Elements include: Total Reviews (grey labels), Total Positive Reviews (green bars), Total Neutral Reviews (yellow bars), and Total Negative Reviews (red bars).

Responded Reviews

View your review response trend for the selected time period. Elements include: Total Reviews (grey labels), Total Unresponded (grey bars), and Total Responded (blue bars).

Reviews

The Reviews section displays all reviews for the selected filters or chart selections. Reviews are shown in near real-time. Each review contain the following components:

Item	Description
	The review source. Only sources enabled for your account with page URLs loaded for each location are listed.
Houston Car Rental Jeremy D. Doe, M.D.	Name and link of the review page source (i.e., the location for which the review is about). Additional metadata may appear depending on the review source.
	The reviewer. Depending on the review site settings, the profiles of the reviewer may include a photo, first and last name, and a hyperlink to the reviewer's site profile. This might also show as Anonymous if the review site does not require the reviewer to register.
	Response status (if available). Status options include: Read, Flagged, Responded, Forwarded, Shared, Updated, Published. Change a response status by submitting a response or by manually choosing a status from the ellipses () of the review. Click the View History link (if available) to see a change history log for that particular review.
	The reviewer's chosen star rating followed by the date the review was submitted.
	The reviewer's comments that optionally accompany the chosen star rating. Additional metadata may appear depending on the review source.
	Categories that describe the review comments. Category tags are automatically applied by the platform's data science engine. The Operations tab uses these categories to help provide further insight into your reviews.
	Review response (if responded to), review response window (if not responded to). If no response window appears, your account requires credentials from the source review site. Credentials are verified in 24-48 hours.

Options for All Reviews

To access additional options, click the ellipses () in the top, right corner of the Reviews page. Any filters that are currently applied to the data set will persist to all review options.

Operations that take time to process large amounts of data may invoke a pop-up window that allows you to either wait for the operation to continue as a download (must stay on the same screen) or to be notified via email with a link to the download (can move to other screens).

Option	Description
Download PDF	Export the current data set into a PDF report. The Title Page of the report includes your account logo, name of the report (3rd Party Review Export), time period selected, and locations selected.
Download CSV	Export the current data set into a CSV format.
Schedule	Create a scheduled report to automatically send an email with the current data set as a PDF or CSV attachment to other users within the platform (individual or role) or email addresses outside the account. Specify a report Name, Frequency, Format, and Message to include in the body of the email. Emails include a link to download the report as well as a link to launch the report within the platform in order to interact with the data and add customizations (available to users with account credentials). You can edit scheduled reports from the Reports tab.
Forward	Send the current data set via email with a PDF or CSV attachment to other users within the platform (individual or role) or email addresses outside the account. Specify a Subject and Message to include in the body of the email. Emails include a link to download the report as well as a link to launch the report within the platform in order to interact with the data and add customizations (available to users with account credentials).

Options for an Individual Review

To access additional options, click the ellipses () in the top, right corner in each individual review box. Not all options may be available for your account.

Option	Description
Marking a Review as Read/Unread	Marking a review as read applies an internal indicator among your review team. Other users in your account can sort reviews by "Unread" status. This indicator is not visible on the review site.
Flagging a Review/Unflagging	Flagging a review applies an internal indicator for a review that may require further investigation among your team. Other users in your account can sort reviews by "Flagged" status. This indicator is not visible on the review site.
Publishing/Unpublishing	By default, reviews with a star rating only (no comment) are omitted from applicable Reviews widgets. Using the publish option applies an override to that setting. This option does NOT publish or unpublish reviews from the source site.
Forwarding Reviews	Send an email with the selected review to other users within the platform (individual or role) or email addresses outside the account. Specify a Subject and Message to include in the body of the email. Emails include all of the review metadata, including a link to the original review site. Forwarding is a quick way to bring a review to someone else's attention for praise or coaching.
Sharing Reviews	Sharing reviews allows you to post a review to your account's linked social media sites (Facebook, Twitter) if available. The post includes a link to the site's review page followed by starter text ("We just received a great review on [review site name]. Thank you [customer name]!"). You can edit the post content, add up to five images, and set to publish on your selected site(s) now or at a later time. Many customers find it beneficial to copy the text of the review itself into the post instead of just providing the link to the page the review is on.
Creating a Ticket	Manually create a ticket for a specific review. Assign a queue, set the stage, and add any comments. Existing tickets related to the review will show to help avoid ticket duplication.

To promote your positive reviews in a consolidated approach on your website, consider creating a Reviews Widget.

Disputing Reviews

If you know that a particular review was mistakenly given to your business (i.e., meant for another company) or contains slander/inappropriate language, you can work within the review site to request that the review be removed or report a violation. Click the review to go to the page and look for options available on the post. For example, within the Google Review window, you can hover next to a review to see a Flag.

Remember, you should not pursue a review removal request unless the review meets the site’s violation policies. In other words, do not request a review removal just because you don’t like it.

Blocking Users

If you block a user from following your page on Facebook, the user’s review posts will still remain. However, any comments the user made on other reviews or posts will no longer be displayed.