Response Templates
Response templates are pre-written responses that allow you to automatically reply to reviews without text (star-rating only). These templates are triggered based on the conditions you configure.
Response templates ensure that customer feedback is handled efficiently and consistently. So there is no waste of valuable resources and time. The page can be found under Settings>Templates
Each Template Reply can be configured with the following settings:
- Name: A descriptive name for the template.
- Channels: Select the specific channels where this template should be active (e.g., Google Reviews, UberEats,...).
- Ratings: Define the star rating(s) that will trigger this template.
- Responses: These are the actual replies the system will use. You can add multiple variations, and the system will randomly select one for each triggered response, providing variety.
To add a template click the 'create template' button. To modify a template and its configuration, simple click the one you would like to modify. A popup will then open where you can edit, save or delete a template reply. Template replies can be activated by using the toggle on the right. Similarly a template can be put on 'inactive'.
