Replying to reviews

You should reply to all reviews (good or bad) and you should reply as quickly as possible.

With myPresences you can make the process of replying to reviews and managing the reply process as quick and easy as possible.

You can reply directly to reviews on:

Facebook
Google My Business

For other review services that allow replies we will redirect you to the most appropriate page where you can reply to the review.

This will be one of the following:

A page where you can reply directly to the review on the review service.
A dashboard on the review service where you can reply to reviews.
The page on the service about your business where the reviews are listed.

Managing Review Replies

You should ensure all reviews that can be replied to are replied to.

myPresences provides the ability to manage your review reply process. You can quickly see which reviews can be replied to and which have already been replied to. If you don't intend to reply to a review you can indicate that it won't be replied to.

Seeing all reviews that can be replied to

myPresences knows which reviews can be replied to that don't have a reply.

To see these reviews:

Go to the Reviews page.
Click on the button that says Can Reply. The button shows the number of reviews that you can reply to.
The reviews list will only contains reviews that can be replied to.

You should get this to 0 and have an empty list. If you don't want to reply to some reviews see the Won't Reply option below.

Seeing all reviews that have a reply

To see reviews with replies:

Go to the Reviews page.
Click on the option Replied in this list of filters. The button shows the number of reviews that have a reply.
The reviews list will only contains reviews that have a reply.

Indicating you won't reply to a review

You may not want to reply to all reviews.

In these cases you can indicate that you won't be replying so that your Can Reply counts are not affected by these reviews (You want your Can Reply count to be 0).

To indicate that a review will not be replied to:

Go to the Reviews page.
Find the review that you won't be replying to. You can filter by Can Reply if needed.
Click on the Won't Reply button.
The review will be tagged with a Decided not to reply tag and your Can Reply count will reduce by 1.

If you later decide to reply the Reply button will still be available when viewing the review.

AI Review Replies

AI review replies are a quick way to create a good quality reply to your reviews.

To create an AI reply:

Go to the Reviews page.
Find a review that needs to be replied to. Reviews that have not been replied to will have an option to get a review response with one click.
Click the Get Response button.
The AI will generate a response and update the text. This may take a few seconds. If the AI is busy it also may take to long and time out. If this happens try again.
The button will change to Reply if you can reply directly. Otherwise it will change to Copy which allows you to copy the text to the clipboard so it can be pasted to use as a reply on the website where you reply.
Press the button to Reply with your new response. Note, it won't reply immediately. You can change the response before replying.

The AI knows who left you the review, the rating they gave you and what was said in the review. So it will mention the reviewer, comment on the rating and use any context it can find to mention in the reply.

Give it a try! I think you will be impressed by the quality of the reply. It is also a great way to start a reply. You can use the reply as a guide and make changes to make it more personal.

Replying to a Review

You can reply to reviews directly on Google and Facebook. For other services, we will redirect you to the most appropriate page to leave a reply. For example, if it is a Yelp review, you will be redirected to the business yelp page when you click Reply.

To reply to a review:

Go to the Reviews page.
Find the review you will be replying to. You can use the Can Reply filter.
Click the Reply button on the review.

Replying Directly on Google and Facebook

If the review is from Google or Facebook you will be taken to the Review Reply popup.

From here you can:

See the original review at the top for context. This shows the person, rating and review text. It also shows sentiment for the review and any keywords used with their sentiment.
Your review response section. If you are replying with an AI generated response it will be automatically added here. You can change this text or reply immediately.
Quick responses. These make it quick to choose from a selection of pre-approved responses. If you have not chosen or created your own quick responses you will see our defaults. See Quick Replies below for using your own quick responses. Once you have set your own, they will be shown instead of the defaults.

Once you are happy with your response click the Reply button.

If you don't want to Reply now click the Close button.

Reviews for more than one Business Location

If you have more than one business location you can manage all reviews in one place. If you have lots of locations you can also use Groups to create groups of locations that can be managed separately.

For example, you could group locations by State or City and allow reviews to be managed at those levels.

To manage reviews for all locations:

Choose All Locations from the location selector in the top bar.
Choose Reviews from the Navigation Bar on the left.

If you have Groups defined you can choose a group instead of All Locations to view reviews for that group of locations.

Quick Review Replies

If you reply to a lot of reviews and are often saying something very similar you can create Review Response templates as Quick Replies to select with one click when replying.

Review Response templates are available on the Setup Menu under Review Responses.

To create a review response template:

Go to the Review Response setup page.
Press the New button and give it a name.
Type your template text.
Press the Save button.

Quick Reply Library

We have a number of Quick Replies you can choose from to add to your account. Once added they can be modified or used without change.

Scroll to the bottom of the Review Response setup page.
Click the Add button on any template you want to use.
It will be added to the dropdown at the top ready to be edited.

Using the Templates

The list of quick response templates will be available when you are directly replying to reviews.

If you have not added or created any quick response templates you will see our default list when replying. As soon as you add or create your own templates they will be displayed instead of the defaults. This allows you to build you own library of quick replies.

When using review response templates we suggest that you change or add to each response so that you are not using exactly the same response each time.