How to handle a review in writing

Optimize your review management with integrated tools and personalized responses

To respond to a review in writing, click on Inbox and select the review in question. At the bottom of the response box, you will have access to features that will allow you to respond to your customers in the best and most efficient way.

Spell checker

To activate it, click on the ABC icon at the bottom of your response field, and it will turn blue. When you send a response to your customer, a pop-up window will appear if a spelling, grammar, or syntax error is detected. You will then have the option to click on one of the suggested corrections or to modify the text yourself.

Compose with the help of AI

This feature allows you to get help from artificial intelligence in drafting your responses. By clicking on "Writing Assistance with AI," you can generate an automatic response based on the customer's message and any contextual elements you wish to add. You can then adjust this response to perfectly match the tone and message you want to convey. Learn more

Join an attachment

By clicking on the paperclip, you can attach documents (max size 100MB) in your response to your customer.

Saved replies

This feature allows you to create a wide variety of pre-written responses to address different customer contexts and save time in handling your customers' feedback. You can save up to 10 responses per category (compliment, problem, suggestion, question). To use this feature, click on the most relevant response in your library to reply to your customer, and the template will automatically appear in your response box. To create a new one, click on the "+" sign; you will then see the field to enter your new pre-written response and give it a title. Learn more

Emojis

If you wish, you can add emojis to make your responses more dynamic and colorful. 

By clicking on the Other actions button, you will find the following additional options:

• Add an internal note: If you need to keep additional information or private comments about an interaction with a customer, you can add an internal note. This can be useful for follow-ups or future references. Learn more
• Forward to a co-worker: If the customer's request requires the intervention of another team member, you can forward the conversation to a colleague. This feature ensures quick and appropriate handling of specific requests. Learn more
• Delegate to customer service: If a request requires more detailed attention or resolution by the customer service team, you can delegate this task directly to the concerned team. Learn more
• Share: You can share a conversation with other team members or different departments, thus facilitating collaboration and quick problem resolution. Learn more
• Mark as Done: After handling a review or request, you can mark this interaction as completed. To do this, click on "Mark as Done." This allows for effective tracking of already processed requests. 
• Mark as Spam: If a message is deemed undesirable or irrelevant, this option allows you to move it to the "Spam" section. Learn more