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Review Generation Settings| Hitchhikers Platform
What You’ll Learn
In this section, you will learn:
- Settings to optimize review generation invites
- How to control contact frequency
- How to use Yext’s first-party review quarantine
Review Generation Settings and Managing First Party Reviews
There are a number of Review Generation settings that you can configure to match your goals when it comes to sending invitations.
These settings are accessible by navigating to Reviews > Generation > Settings.
|Daily Email Invitation Limit||0-200 per entity per day||There’s a global account limit to how many review email invites can go out per day. Use this to make sure that no single location uses up all of the resources.|
|Daily SMS Invitation Limit||0-20 per entity per day||There’s a global account limit to how many review text invites can go out per day. Use this to make sure that no single location uses up all of the resources.|
|Monthly SMS Invitation Limit||0-80 per entity per month||Like the daily SMS limit above, there is also a monthly global account limit.|
|Maximum Contact Frequency||7, 30, 60, or 90-day periods||Make sure that you do not contact a single customer more than once in a certain time period, even if they’ve triggered multiple invites.|
|Enable 1st Party Submission Pages||Enabled / Disabled||This gives you the ability to enable or disable the unique 1st Party Review webpage that customers can visit to leave you reviews.|
|Quarantine New 1st Party Reviews||0-7 days||This gives you and your team time to review or escalate a review internally before they go live on your website / widget. You can choose to publish a review sooner than that, report as spam, or wait for the quarantine to expire.|
|Require Invitations for First Party Reviews||Enabled / Disabled||If enabled, requests to submit reviews via API will only be accepted if an Invitation UID is included in the request body.|
Note: Healthcare brands will also need to select their desired HIPAA setting. The options include omitting PHI in reviews or removing reviews with PHI completely. This setting can be found in the Compliance section of Account Settings.
Quarantine New First Party Reviews
One setting that is important to dig a little deeper into is the “Quarantine New 1st Party Reviews.” This allows you to choose a 0-7 day review quarantine period for all newly generated reviews; giving you and your team time to view or escalate a review internally before it is published to your website.
A quarantine period is particularly important because since these are first-party reviews, they do not go through the same review process as third-party review on a publisher site.
New first-party reviews will be marked with a Quarantined status for the duration of the quarantine period you select. During this time, you can respond to the review if you want to engage with the consumer, or you can Flag the review.
If no action is needed, you can choose to publish a review sooner by clicking Approve, or wait for the quarantine to expire.
Flag Reviews: There is no screening comprehensive process like there may be on certain publisher sites. Once a customer leaves a first-party review, you have the ability to flag first-party reviews that are unrelated to the location, or contain inappropriate content or spam.
When flagging a review, you select from a list of guidelines that the review has violated.
Reviews can be flagged during the quarantine period so that they never make it to your website. However, if you do not catch a review during the quarantine period, they can still be flagged at any point in their lifecycle. If the review is flagged during quarantine it will remain in that state until the flag request has been reviewed.
Once a review is flagged it will be unpublished immediately. Then, members of the Yext team will review the flag request, and either remove it if it violates any of these guidelines, or they will reinstate it to its pre-flagged status if it does not violate the guidelines.