Work with reviews section
      Back to home
      1. Help Center
      2. Personal account
      3. Work with reviews section

      Reviews

      In this article, you will learn the following information:

      This section displays reviews that are collected from all available catalogs. You can answer them and send complaints from your personal account without going to the source each time. The average rating of reviews for all companies is also shown and it is possible to add reviews received from other sources (from the client's words, through a call center, social networks, etc.).

      Google and 2GIS (URBI) catalogs have their own rules for publishing reviews and responses. You can learn more about them at the following links:


      On the Reviews page you can:

      1. Respond to reviews.

      2. Go to the detailed view of the review page.

      3. Add a review status.

      4. Submit a complaint about a review

      5. Filter reviews

      6. Add reviews received from other sources (from the client's words, through a call center, social networks, etc.).

      7. Add response templates

      8. Add tags

      9. Assign a review responsible employee.

      10. Download the report on reviews

      11. Go to the source where the review was left

      To open the Reviews page, click on Reviews management in the menu box, then from the dropdown list choose Reviews. 

       

       

      The Reviews page opens. Filters are displayed at the beginning of the section and on the right; you can learn more about them here.

      Attention! The total number of reviews may differ from the value in the Reviews Summary block in the Overview section, as the summary does not account for reviews without text. To compare values, set the filters to Review Content → Without Text.

       

       

       

      Basic information about reviews

       

      Under the name and address of the company, the following icons are displayed:

      1. Copy review text.
      2. Copy link to the review. You can paste it into the browser's address bar, after which the detailed view of this review will open.
      3. Report a review. You can submit a complaint about a review from the personal account only for Yandex, 2GIS (URBI), Google. For other services, complaints should be submitted directly on their platforms.
        Attention! For the 2GIS (URBI) catalog, complaints cannot be sent for reviews without text!
      4. The review has been edited. This icon will be displayed if the review has been edited by its author in the catalog. Clicking on it will open a window showing all changes.

      At the bottom of the review, the following is displayed:

      • Number of replies. The last official response to the review will always be shown. To view all responses, you need to click on their number.
      • Number of notes left by staff. Clicking will show all the notes left.
      • Interaction history with the review. Clicking will open a list of all your interactions with the review: assigning a responsible person, setting a status, adding/editing a note.

      If you need to view the review in the catalog, click on the link icon in the upper right corner of the review. 
      Attention! If the review has been deleted, it will not be possible to access the catalog.

      • If the text of the review exceeds 1000 characters, then part of it will be hidden. 
      • Attachments are photos or images attached by the client to the review. Only the number of them is displayed on the main page. However, if the review has no attachments, this information will not be displayed. To view the entire review and attachments, you need to go to the detail view page. More information on how to do this can be found here.
        Attention! Images from the Google catalog will not be displayed in the personal account!
      • The review author may not be displayed, or his or her name will be shown with asterisks (*). This is done because in some countries personal data protection laws prohibit the display of the author.

       

       

      After leaving a review on the catalog, it takes some time for it to appear in our personal account. To find out the date of the review collection, you need to hover the cursor over the date of its publication in the source.

      Attention! If the review publication date is later than the collection date, then it was most likely edited by the client. To view the history of the change, click on the corresponding icon. It will only be displayed if the text or rating has been edited in the review, and will not be displayed when, for instance, the image is changed.

       

       

      Only reviews collected through the 2GIS (URBI) service that have not yet been confirmed by the catalog and are not displayed in it are collected in the personal account. They will be marked as The review has not been confirmed. You can respond to such reviews, and a response generated by the neural network is also provided. If such a review is left without text, it cannot be responded to.

       

       

      In the 2GIS (URBI) catalog, there are reviews from the booking service. In the image below, you can see how such feedback will be displayed in the Personal Account.

       

       

      All reviews (both negative and positive) left through QR codes are automatically tagged as follows: QR code: the name of the code.

      Negative reviews will be displayed under the Reviews Generator catalog. Positive reviews are left by users in the catalogs. They will appear in the personal account after being collected from the sources.

       

       

       

      How to add/edit reviews received from other sources?

       

      In order to create new reviews in your personal account that have been received when processing incoming information: calls from a call center, messages via email, social networks and other sources, you need to click on the plus icon next to the Download the Report button.

      In order to edit a review received from another source, click on the Edit icon.

       

      The window Add/Edit Review will open. Fields marked with an asterisk (*) are mandatory.

      Fill in the following fields:

      1. Select the source of the review:
        • Call center.
        • Email.
        • Mobile app.
        • Social media.
        • Telegram.
        • From the client.
        • Web widget.
        • Whatsapp.
      2. Select the brand.
      3. Select the company.
      4. Specify the link to the review where it was left.
      5. Choose the date of the review creation.
      6. Enter the full name of the review author.
      7. Enter the phone number of the author.
      8. Provide the author's email address.
      9. Select the review rating.
      10. Enter the text of the review.
      11. Click Save.

      Attention! At least one of the following fields must be filled out: Author, Phone, Rating, Review text.

      The added review will be displayed in the list of all reviews.

       

       

       

      How to go to the detailed view of the review?

       

      To go to the detailed view of the review, click on its text or attachment.

      Attention! If the response has no photo or image, the number of attachments will not be displayed.

       

       

      A page opens on which all the functionality that is presented in the main section is saved, and you can also view the full text of the review and all attachments.

       

       

      To open a detailed view of the review in a new tab, you can copy the link to it by clicking on the corresponding icon and paste it into the search bar.

       

       

       

      How to add/edit a note to the review?

       

      To add a note to the reply, click the number of notes.

       

       

      A field will open where you have to enter the text, and then click Save.

      Attention! The number of characters in the note should not exceed 2000!

       

       

      The notes will be shown in the BrandWizard personal area only from the newest to the oldest one. To display them on the page, you need to click on their quantity. Each record will have an email of the employee who added it, as well as date and time of creation. BrandWizard can be displayed instead of the employee’s email. It means that the note was added by our employee.

       

       

      • To edit a note, click the icon Edit.
      • To delete a note, click the icon Delete.

      Attention! A note can be edited and deleted by its author only.

       

       

       

      What is the review status and how to change it?

       

      New reviews in the personal account have the Not Processed status by default.

      In order to change it, you need to click on the field in the bottom right corner of the review, select the desired option from the drop-down list or find it through a search:

      • Processed.
      • Not processed.
      • Coordination.
      • In process
      • Decided.
      • Request information from the client.
      • Providing bonuses for the client.
      • Answered via catalog.
      • Abuse was sent.
      • Review was deleted.

      If a response has been sent to a review (using neural network, auto-reply, template response), the status will automatically be set to Processed.

      Examples of some cases where setting the status may be useful:

      • When it is not possible to immediately respond to a review and it is necessary to find out what happened and what to do in this situation, you can set an In Process status or a more specific Request Information from the Client status explaining the stage of work with the review.
      • When the answer has been given in the catalog, you can set the Answered via catalog status, so that you do not go to the service again later or leave another answer. It is useful for those reviews that initially do not have a Reply button.
      • When a complaint has been left for a review from your personal account or on the catalog, you can set the Abuse was sent status.

       

       

       

      How to add a tag to a review?

       

      To add a tag for a review, click on Tag.

       

       

      In the window that opens, choose the necessary tag and click Apply. Tags can be found by name and filtered by groups.

       

       

      To configure tags, click on Go to tag setup. You can read more about it here. If a new tag was created when going to tag setup, to have it displayed in the selection window click Refresh tags list.

       

       

       

      How to assign a person responsible for the review?

       

      To assign a review responsible person who will respond to it, send a complaint, set tags, status, etc., click Not assigned.Then, choose the relevant employee in the drop-down list or type his or her name/email in the search box.

      Attention! Responsible person assignment does not mean that he or she is the only person who can do some actions with this review. Other employees can also work with the review.

       

       

       

      How to submit a complaint about a review?

       

      You can only submit a complaint about a review from your personal account on Yandex, 2GIS (URBI), Google. For other platforms, complaints need to be submitted directly on the respective platforms.

      Attention! To be able to report reviews from the TripAdvisor, Play Market, App Store, AppGallery catalogs, please contact your manager.

      To submit a complaint about a review, click on the Complain icon.

      Attention! It is impossible to file a complaint for reviews without text in the 2GIS (URBI) catalog!

       

       

      In the Submitting a complaint window that opens, enter your complaint and click Send. You can send a complaint using a template. To do it, click the icon Template.

      Attention! The length of the text should not exceed 1000 characters!

       

       

      In the window that opens, choose templates from the list and click on Apply. Templates can be found by name and filtered by groups.

       

       

      If you need to modify or create a new template, click on Template settings. More information about this can be read here. When you return to the selection window after modifying/creating a template, click on Update template list for it to appear in the list.

       

       

      If a complaint has already been sent to the review, hovering the mouse cursor over the Complaint icon will display a pop-up window with the date the last complaint was sent.

       

       

      You can find out the requirements for reviews on 2GIS (URBI), and Google catalogs by following the links:

       

       

      How to download the report on reviews?

       

      To download the report on reviews, go to the Reviews page and click Download report.

      Attention! You can download the report on reviews with the necessary filters. For instance, download the report for a certain period of time. In order to do that, on the Reviews page use filters to set up the required time period. Learn more about filters here.

       

       

      In the window that opens you will see 5 reports to choose from:

      • Full unloading of reviews (new version). Unloading of all brand reviews and reviews by location with their content and responses.
        Attention! The fields in this report may be updated.
      • Full unloading of reviews (old version). Unloading of all brand reviews and reviews by location with their content and responses.
        Attention! The fields in this report will no longer be updated.
        You can find out the difference between the old and new versions here.
      • Review statistics by brand and city (the report provides statistics on reviews only by location: how many there were, which ones and what rating reviews have for each brand and city).
      • Response statistics by brand and city (the report provides statistics on responses to reviews only by location: how many reviews there were in total for each city or point of sale, how many reviews were answered, what was the average response rate to a review)
      • Rating statistics by source (the report shows statistics of reviews only by location: what was the rating of reviews for the selected period in the sources).
        Attention! For this upload, only the filter by company is used. The rating for the day is the rating for yesterday in the company’s card on the source.

      If filters have been installed on the reviews page, they will be applied when downloading the reviews report. Information on this will be displayed at the top of the reviews upload window.

      To download the required report, click on the necessary one. A field called Download name will appear, where you can change the name of the exported file or leave it as the default (in this case, you do not need to enter anything in the field)

      Only for full upload you can download additional data: Feedback report or Tag report. To do this, select the necessary checkboxes.

      Then click on Request. The report on the reviews will be sent to the email specified in the profile of the personal account. More information about the Profile page can be found here.  A description of the downloads of reviews can be read here.

       

       

      You can learn about the new review design further.