Response Templates is a feature that allows you to create and use multiple templates to respond to reviews. Each template can be personalized with Wildcards.
There are 2 types of response templates that you can create:
- User Templates
- Global Templates
User Templates are templates that can be used by you only. You are allowed to edit and delete these templates under your discretion.
Global Templates are templates that can be used by all users under your account. Global Templates are denoted by the global tag.
Note: only users with permission to manage Global Templates can create, edit or delete Global Templates in the account.
Create a Response Template
Navigate to the Interactions section and click Response Templates
Click on Create New Template
Type in the name of your template and the message you want to include in your response. You can use Wildcards to personalize your message. To use Wildcards, enter a '<' to view the various Wildcards available for you to use. (You can read more about Wildcards below).
Click on the checkbox for Global Template to make the template a Global Template. However, this option will only be visible for users who have permission to manage Global Templates.
Click on Save to save your template.
How to use Response Templates
To use your saved templates, navigate to a review, and click on the Respond button. Do note that you must connect your location to Google and Facebook to respond to the review via the platform.
On clicking on Respond, you will see the following text box:
You can view the 2 most recently created templates on the right-hand side of the box. Here you can see the Thank you and Feedback templates. Clicking on either of these templates will load the template into the text area.
If you want to use other templates, click on the View More Templates link present below the 2 template options. Clicking on this will open a screen with all your User Templates and any Global Templates if present. Click on any of the templates to load them into the text area.
Create Response Templates on the fly
You can create templates from the response text area also. Type in your response message and click on Send & Save Template to send the response out and also save it as a template.
Note: Only User Templates can be created through this method.
Wildcards can be used to personalize a response message. The following wildcards are available for you to use:
- <name> - Customer/Reviewer Name (First & Last)
- <biz name> - Your Business Name
- <biz email> - Your Business Email
- <biz location> - The city where your business is located
- <biz phone> - Your business phone number
- <rating> - The rating left by the reviewer
- <date> - Today's date
- <review date> - The date the review was posted
- <review site> - The site on which the review was posted
You can use Wildcards in your message by entering the '<' character. This will show you all the Wildcards that you can use.
When using wildcards, you can also preview your response by clicking on the preview icon at the top right corner of the review card. This will show you how your response appears with auto-filled wildcard values.
Note: There are some Wildcards that are dependent on you entering the correct information for your location, without which those specific Wildcards will be of no use. They are:
- <biz name>
- <biz email>
- <biz phone>
- <biz location>