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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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Set Up Labels and Users
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Set Up Response Templates and Workflows
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Continuous Action
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Step 5: Continuous Action

Now that you’ve set up your review response system, it’s time to put it into action! As reviews come in, they’ll be directed to the people and processes you specified in your workflow rules. As you use your process, feel free to make adjustments to it. For example, you may want to split out reviews with negative keywords to escalate them more urgently.

If you only have access to suggest review responses and flag reviews to delete, this will likely be your only relevant step. Your account admin has set up the strategy, and you’re stepping in here to implement it.

Where to Action in Platform

You can view all reviews on the Monitoring screen (Reviews > Monitoring) and all reviews that need responses in the Responses screen (Reviews > Response). These screens are best for the Yext admin managing your overall reviews program. They may be monitoring reviews as a whole and may not have specific tasks assigned. Here, they can look at, respond to, and approve responses for reviews across locations (depending on what they have access to).

If your organization uses workflow rules, the best place in the platform to find all the tasks assigned to you is the Tasks Inbox (navigate to Inbox > My Tasks). Use this screen, which will automatically be filtered for tasks assigned to you, to take action on reviews.

If you oversee your brand’s review management strategy, you should also examine unassigned tasks (currently, review removal approvals are unassigned when a user flags a review).

What to Action

What actions will you perform while monitoring and responding to reviews?

Monitor Reviews

Publishers have their screening processes, so any third-party reviews that should be removed must be flagged directly to them.

If you generate first-party reviews (see the Get Started with Review Generation guide), Yext also has a screening process for first-party reviews that checks for inappropriate words. These will appear in the Review Monitoring table with a status of “Removed” and the descriptor “Banned Word.” However, you’ll want to closely monitor these reviews for any action you may need to take. First-party reviews may be removed by the brand itself.

First-party reviews are quarantined for up to 120 days, giving you time to view or escalate internally before publication on your website (you can change the quarantine period ). You can either flag or directly remove any reviews unrelated to the location or containing inappropriate content based on your permissions. Removal requests must be approved by users with permission to remove reviews. If it is ready to be published, you can approve a review before the quarantine period ends.

While monitoring reviews coming in, you can also email a review, post a review from the Yext platform to Facebook, Google, or your website, export reviews, or assign to a user to respond to a review.

Respond to Reviews

Follow the Respond to Reviews help article for step-by-step instructions.

When a review is assigned to you to respond to manually, you don’t have to write the response yourself (although you can if you want)! You have access to all of our review response tools:

  • Generative Review Response: Use AI to generate a response that you can edit freeform or ask the AI model to edit with specific feedback.
  • Response templates: Use your brand’s templates as-is or as a starting point for editing. Remember that review response assets are best for quick, automatic replies to simple reviews, while templated review responses are ideal for crafting personalized messages by mixing and matching components.
    • Review response assets: Use these templates for a complete response. You use these for Automatic Review Response for reviews with no content, but you can also use them here. A good use case would be for reviews with no substantial content, such as “Not going back” or “Love this place,” which don’t provide much to work with.
    • Templated review response: Assemble a response using templates by component: greeting, statement, sentiment, and closing.
  • Freeform: Of course, you can write the response yourself as well.

Based on your permissions, you can suggest review responses, use assets to respond to reviews, or respond to reviews with any content.

You can also edit or delete review responses.

Approve Review Responses

Users with the “approve review responses” permission can review and approve responses created through Generative Response or written by users with permission to only suggest review responses.

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