In this article, you will become familiar with the following information:
Information on which catalogs can be answered from your personal account can be found here.
Google and 2GIS (URBI) catalogs have their own rules for publishing reviews and responses. You can learn more about them at the following links:
You can find out what the limitations are for responding to reviews here.
How to respond to a review?
To respond to a review, you need to click on Reply.
Attention!
- According to the rules of 2GIS, it is not allowed to respond to reviews without text, so it will be impossible to reply to them in the personal account! Next to such reviews, you will see Response unavailable. While they affect the statistics in the Reviews Analysis section, we are already working on changes.
- In this section, reviews can come from two sources: Google Business Profile and Google Maps. Such display is not an error and occurs due to the linking of the Google catalog. If none of your companies are verified, reviews will be collected under the Google Maps catalog. After verification, they will be displayed under the Google Business Profile catalog. If you have both types of companies, two catalogs will be shown until the remaining locations are verified. Consequently, you will not be able to respond to reviews from Google Maps.
- To be able to respond to reviews from the TripAdvisor, Play Market, App Store, and AppGallery catalogs, please contact your manager.
In the field that appears, write your response and click on Reply. To start a new line in the response text, press Enter. To send the reply to the review, use the shortcut Shift + Enter.
For reviews in the 2GIS (URBI) directory that are marked as The review has not been confirmed responses can also be sent.
The last official reply to the review will always be displayed. To view all responses, you need to click on the number of responses.
The official responses from the company left in the catalog and displayed in the personal account are shown as follows: Company response Brand Name (the company's name will be specified).
User responses left in the catalog, as well as responses from your employees left in the personal account, are displayed as: User response Name (the user's name will be specified). In the entire catalog, employee responses will be shown as official responses from the company.
Attention! The company name and user name will not be displayed for all catalogs.
How to edit and delete a response to a review?
Editing of review responses is available on Google and Facebook. For other catalogs, editing responses to reviews will be impossible. Editing responses is unavailable due to restrictions imposed by these platforms.
Attention! For Google and Facebook, the edit function will be available if the response left not through the personal account is the official response of the company.
To edit a response to the review, click the icon Edit.
A window will open, where you can edit your response. After editing click on Save.
Deleting responses is available on 2gis (URBI), Google.
Attention! For Google and 2gis (URBI), the delete function will be available if the answer left not through the personal account is the official response of the company.
To delete a review response, click the icon Delete.
How to respond to a review using response templates, can be find further.