Reviews Insights Screen | Yext Hitchhikers Platform

This document covers the functionality specifications of the Reviews Insights Screen .

General Functionality Specifications

• Available with Review Monitoring
  
• Data updates: There can be up to a 1 hour lag in processing so data may not exactly match what is seen in the Reviews Monitoring and Response tabs.

User Permissions

Users will need to have roles with the following permissions to view and manage the Reviews Insights screen.

• To view the Reviews Insights screen, users need the following permission on at least one entity with Reviews:

  • Analytics > General > Basic Analytics
    • View
      

• To add/delete themes and view suggested themes, users need both:

  • Reviews > Insights > Themes
    • Manage
  • Reviews > Review Labels > Entity Review Labels
    • View

• To view aggregate data or review snippets included in themes or summaries, users need to be able to view reviews for the underlying entities. To view review summaries, users need to be able to view reviews for at least one entity that is part of the summary.

  • Reviews > Review Monitoring > Entity Reviews
    • View

Language Support

We are continually refining and improving our algorithm for categorizing themes and generating summaries. Since we mainly support English, the algorithm may not be as accurate other languages may not be as accurate.

• Built-in industry themes are only available in English, but custom themes are supported in all languages.
  • If reviews are in other languages, the theming process may not be as accurate as for reviews in English.
    
  • If the theme is in another language, the LLM may or may not process reviews as accurately as for English themes.
• Review summaries are generated only in English.
  • The reviews tied to each summary may not be categorized as accurately when the review language does not match the summary language (i.e., reviews not in English).

Overview Section

• Chart: Data is calculated over the given time period. It is not a rolling average and it is not at a point in time.

Review Themes Section

• Lookback Period: Once a theme is added, it is used to categorize reviews of the past 90 days and all reviews going forward. Any reviews with a review date prior to 90 days before the theme was added will not be considered for that theme.
• There is CaC support for defining themes. Look for the reviews/themes folder.

Adding Themes

• You can have up to 15 themes in an account.
• Built-in industry themes are only available in English, but custom themes are supported in all languages.
• Review labels are associated with each theme. Industry review labels cannot be modified.

Analytics

• To use themes in Analytics, dimension and filter by review labels.
• There is no API support for fetching specific theme data, but you can use the analytics dimensions for review labels (tied to themes) to get that data.

Review Summaries Section

• Summaries are calculated based on UTC timestamps.
• Depending on how many reviews your account gets, summaries are generated on either a monthly or weekly cadence (on Mondays if weekly, 1st of the month if monthly).
  
• View historical reviews up to the last four months.
  
• Suggested themes are shown if you don’t already have a similar theme added.
• Review summaries are generated only in English.