Step 3: Set Up Labels and Users

Overview

The first step to implementing your strategy is getting organized. Your brand is constantly receiving reviews across the web. Without proper organization the sheer number and variety of reviews can become overwhelming.

While looking at the review response strategy table, consider how your team is structured:

• How many people will be involved in your review management process? One person/team or multiple?
  
• If multiple:
  
  • What individual or team will respond to each type of review?
    
  • What about reviewing and approving the generative responses?
    
  • Will it be a corporate marketing or support team? Or a regional or location manager?
    
  • Does this differ based on which location the review is for?

Set Up Labels

Do you have a taxonomy for your entities that determines changes in how you want reviews handled? Some examples are by geographical region, entity type (mortgage loan officers vs. financial advisors), or location type.

Review Labels are a tool to categorize similar reviews. Use them for prioritized workflows, team assignments, and more. Take a look at the Common Review Label Use Cases unit for examples.

Follow Create and Apply Review Labels for step-by-step instructions on applying review labels manually. You can also set up review labeling rules to automatically label reviews that meet certain criteria. Follow the Set up Automatic Review Labeling article for instructions.

Note: You can use existing entity labels for review management if the taxonomy aligns with your current system. Otherwise, use Review Labels (a separate feature) described above to organize entities.

Set Up Users

Add users to your Yext account to view reviews, respond to reviews, approve responses, or view analytics. If you have multiple users or a decentralized team monitoring and responding to reviews, this step is crucial to ensure you have the right people set up to access the right entities and actions you want them to.

If you have already set up all the users you need with your Yext account during your initial implementation, you can skip this step.

To add more users to your account, follow the Add a New User help article steps.

Once these users are added to the account, assign them permissions based on what you want them to have access to. Access has two components: the role (what they have access to do) and the scope (what entities they have access to do this with). Learn more in the Overview of Users, Roles, and Permissions unit.

• Scope: Choose the entities or folders the user can have access to or the full account.
  
• Role: For responding, users can respond to reviews freely, respond using assets, respond with approval, or approve responses. For first-party reviews, users can delete reviews freely, flag reviews for removal, or approve reviews.

To quickly set up Reviews users, assign users to these built-in roles with the proper permissions set up by default:

• For users who can approve reviews and responses: Full Control or Account Manager
  
• For users who can approve reviews and responses but don’t have access to other product areas in the platform: Reviews Only
  
• For users who need approval to remove and respond: Content Requestor or Customer Care Requester

Remember that if you limit some users to respond to reviews only with approval, you’ll need to set up at least one user to be able to approve responses.

Set Up User Groups

If you’d like to send review notifications to a group of users, see Create a User Group . Since tasks can currently only be assigned to individual users, user groups are not yet relevant for workflows.