Reply to reviews from the mobile application

Understanding your inbox

Just like on the desktop version, we categorize your customer messages into three categories based on their priority:

• Customers on hold: A customer that you or one of your colleagues has put on hold.
• Alerts: Customers who have expressed strong dissatisfaction. These are prioritized because there is a greater urgency to address their dissatisfaction and win them back.
• New messages: Satisfied customers who have chosen to start a conversation with you.

By tapping on Inbox at the top of your screen, you can sort messages according to their status:

• Inbox: All messages that are unprocessed or in the process of being handled. The number of messages awaiting processing is indicated next to the section name.
• Done: Messages that have been marked as done.
• Spam: Unwanted or irrelevant messages.
  
  

If you manage reviews for multiple locations, you can filter your reviews by location or group of locations by tapping the three-line icon at the top left, and then on Search:

Handle a review by call

To handle a review by call, tap Messages at the bottom of your screen. Then, select the relevant review and tap Call.

Handle a review in writing

To handle a review in writing:

1. Tap Messages at the bottom of your screen.
2. Select a review.
3. Tap the three-dot icon at the bottom of your screen, then tap Reply.

At the bottom of the reply box, you'll have access to features that allow you to respond to your customers in the best and most effective way possible:

• Saved replies: Tap the Plus icon at the bottom left to add a presaved reply. Note that you can only use responses that have already been created. If you want to create new pre-recorded responses, this can only be done from a desktop version. For more information, see this article.

  

• Compose with the help of AI: This feature allows you to use artificial intelligence to help draft your responses. By clicking on Compose with the help of AI, you can generate an automatic response based on the customer’s message and any contextual information you wish to add. You can then adjust this response to match the tone and message you want to convey. Learn more

  

Other actions

By tapping on the three-dot icon, you'll also 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 reference. 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 that specific requests are handled quickly and appropriately. Learn more

• Delegate to customer service: If a request requires more detailed attention or resolution by customer service, you can delegate this task directly to the relevant team. Learn more

• Share: You have the option to share a conversation with other team members or different departments, facilitating collaboration and quick problem resolution. Learn more

• Mark as Spam: If you find the review to be defamatory, abusive, or discriminatory, you can classify it as spam.

• Mark as Done: After handling a review or request, you can mark the interaction as completed. To do this, click on Mark as done. This helps in effectively tracking requests that have already been addressed. 

View additional information about a review

Tap the icon at the top right to access additional information such as the collection channel, as well as the customer's age, segment, purchase amount, etc. These details are configured and provided by your head office. To add more information, please contact your head office directly.