How to set up Automated Responses

How to create response templates and set rules for if and when they should be automatically sent

You can create response templates that can be manually selected when responding to a review. These templates can also be sent automatically depending on the specific rules you set.

There are two steps to set up an automated response.

1. Create a template
2. Set rules for the template

STEP 1: Create a template

To create a response template, click the Auto Response Templates button in the left-hand menu.

If you have any templates created already they will be listed here. You can click on the template name to edit the current template.

To create a new template:

1. Click on the "Create" button at the top right.
2. Give the template a title and type the copy that you want to use for the body of the message
3. Click Save

STEP 2: Set rules for the template

Once you have created your templates, you need to set the rules for when the templates should apply and be able to be used.

To create and manage your auto-response rules click the Auto Response Rules button in the left-hand menu.

If you have any rules already set up they will be listed here. You can click on the rule name to view it and make any changes.

To add a new rule:

1. Click on the "Create" button at the top right.
2. Enter the rule name and select the source(s) this rule should apply to.
3. Select the template that should be applied for this rule from the Templates drop-down.
4. Select the minimum and maximum rating the template should apply to
   1. Review ratings are all converted into a rating out of either 0, 25, 50, 75 or 100 out of 100. For example, a rating of 3 out of 4 will be 75 out of 100.
5. Set the rule priority. 1 is the highest priority.
   1. When you have multiple rules set up, if any of the rules overlap, the system will always use the rule with the higher priority.
6. Select if the rule should be an Auto Reply or not
   1. Auto-Reply disabled:
      1. The template response will not be sent to the diner unless the restaurant manually replies to the review.
      2. When manually replying, an auto-response template will be available to be selected from a dropdown to make the response quicker and keep responses uniform.
   2. Auto-Reply enabled:
      1. Reviews will be responded to automatically using the auto-response template based on the rules set.