Navigating the Review Inbox
The Review Inbox (also referred to as the Review Stream) is your centralized, live feed for all incoming guest feedback. This space consolidates reviews collected from third-party online portals alongside completed direct guest surveys, giving your team a unified workspace to monitor, analyze, and respond to feedback.
1. Filtering Your Review Feed
At the very top of the screen, you will find the Filters Bar. You can apply multiple filters at any time to narrow down your feed. This allows you to isolate reviews by specific platforms, date ranges, scores, sentiment, or response status, helping you focus on the feedback that matters most at that moment.
2. The Review Summary View
The main feed displays a list of summarized review cards. At a glance, each card shows you:
- Reviewer Name: The guest's name (where available or supplied by the portal).
- Average Score: The overall rating given by the guest.
- Sentiment Indicator: A quick visual cue showing the emotional tone of the review.
- Reply Status: An indicator showing whether the review requires a response or has already been addressed.
Pro-Tip: Clicking on any review card expands the view to show the Detailed Version, where you can read the full text, see individual scores for sub-questions, and take action.
3. Responding to Reviews
Once a review is expanded, you can manage your guest responses directly from this panel using two methods:
- Manual Reply: Type your own custom response directly into the text field.
- AI Reply Assistant: Powered by Anthropic AI, this tool automatically generates a response tailored to your unique brand voice (which can be configured in your Settings Panel). You can use the AI draft as-is, or edit it before sending.
Live Integration vs. Clipboard Redirection
- Direct Connections: If the review portal is directly integrated with our platform, simply click Post Reply to publish your response instantly.
- External Portals: If the portal does not support direct replies, clicking the button will automatically copy your response to your clipboard and redirect you to the external portal, where you can easily paste it and click send.
4. Advanced Response Management & Collaboration
To help your team manage workflows efficiently, the detailed review view includes advanced operational tools:
- Schedule for Later: You don't have to reply instantly. You can schedule your response to be sent later (e.g., in an hour, a few hours, or a couple of days) to match your operational rhythms.
- Team Tagging: Need a manager or a specific department to look at a review? Use the tagging feature to loop in team members for reviews that require specific internal follow-up or escalations.
5. Manually Adding External or Paper Surveys
If you collect offline feedback (such as paper surveys) or need to import historical data from another tool, you can bring that data into your ecosystem seamlessly.
Simply click the Add Review button. You will be prompted to upload a CSV file matching our template format. Once uploaded, these reviews are instantly injected into your Review Stream and fully integrated into your overall dashboard analytics.