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Guide
Get Started with Reviews
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Introduction
Introduction
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Step 1
Set Up Review Monitoring
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Step 2
Build a Review Response Strategy
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Step 3
Set Up Labels and Users
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Step 4
Set Up Response Templates and Workflows
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Step 5
Continuous Action
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Step 6
Monitor Insights and Analytics
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Step 1: Set Up Review Monitoring

Your review ratings tell the story of how your brand is performing. Monitoring your reviews helps you understand which aspects of your business contribute to positive and negative customer experiences. We’ll discuss the actions you can take when monitoring in Step 5. For now, we’re just focusing on setting it up.

Assign Licenses

Reviews will only pull in once you add Review Monitoring licenses to each individual entity. You can also assign licenses for Review Response and Review Generation, depending on your needs. Note: You may have a package that covers multiple products; in this case, you can simply assign entities a single license.

Set Up Optional Monitoring Use Cases

The following covers additional setup needed for specific optional use cases. If they are relevant to your business, complete these steps.

  1. Set up Review Monitoring for Your Brand: To monitor reviews for your overall brand (instead of just the individual locations), you’ll need to set up brand entities. Be sure to assign these brand entities licenses for Review Monitoring, Review Response, and Review Generation as well.
  2. Create notifications for reviews you want to see as soon as they are left. Notifications are best used by people who need to be reactive and make quick changes based on reviews. For example, a regional manager may want to be notified when a specific type of review comes in regarding the locations or branches they manage.
  3. Configure Behavior for Deleted Reviews: By default, third-party reviews that are deleted from a publisher will remain in the platform and be marked as ‘Removed.’ Select whether you want to remove these reviews from the platform altogether or keep them with the corresponding ‘Removed’ status. Note: If an entity is subject to GDPR, removed reviews on that entity will always be deleted from the platform immediately.
  4. Manage HIPAA Privacy Setting: Choose to omit sensitive information from reviews or remove reviews with sensitive information entirely.
  5. Manage Reviews with Booking.com: To manage Booking.com reviews in Yext, you’ll need to link your Booking.com account.
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