Manage Reviews

1. From the main Ivorey™ menu, go to Marketing > Reputation > Reputation Overview

2. Click the [My Stats] tab > if this is your first time here, you will see a Get Started checklist with the steps to set up your Reputation dashboard, such as connecting your Google Business Profile and sending your first review request. Work through each step, or click [Skip Onboarding] to hide the checklist

3. Filter your dashboard:

   1. Use the Sources dropdown to choose which review platforms to show

   2. Use the two date fields to set the date range you want to view

4. Choose which sections appear on your dashboard, and in what order:

   1. Click [Sections]

   2. Tick or untick each section to show or hide it

   3. Drag the [=] icon next to a section to move it up or down

   4. Click [Apply]

5. Each section of your Reputation Overview gives you a different view of your reputation. Here is what you will find in each one:

   • Reviews and Ratings Trend - Tracks how your ratings and review volume change over time. You will see your Average ratings and Total reviews, a chart for each, and a Sentiment analysis showing the percentage of your reviews that are Positive, Negative, or Neutral

   • Review Response - Shows how well you are keeping up with replying to reviews, including how many were Responded by AI, how many are Unresponded reviews, and your Avg response time (Manual + AI). Click [View reviews] to go straight to your reviews and reply

   • Review Request - Tracks the review requests you send by email, SMS and WhatsApp. You can see how many were sent, delivered or failed, where they were sent from (e.g. a workflow, a bulk action, or sent directly), and how many led to clicks on your review link

   • Video Testimonials - Tracks your video testimonial requests, including how many were sent and submitted, and the Average video length of the videos you receive

   • Review Widget - Shows how your review widget is performing on your website, including Total loads of the review widget on the site and Review link clicks via the widget

   • QR Code Scans - Tracks how many times your review QR code has been scanned, for example from printed materials in your studio or at events

   • Listing Management - Helps you keep your business information up to date across online directories

Note: You can also send a review request from this page at any time, using the [Send Review Request] button at the top right.

1. From the main Ivorey™ menu, go to Marketing > Reputation > Reputation Settings > and click [Email Requests]

2. Toggle Email Review Requests ON > and configure your sending settings

3. Customise our Review Request Email Template:

   1. Click [+ Create New] > and select [Import from template library]

   2. Search ‘Review’ > and [Choose] our Google Review Request template

   3. Edit the email and subject line to your preference

4. (optional) Click the [SMS Requests] tab, to toggle ON and configure SMS review requests

5. To send review requests manually: In the main menu, go to Reputation > Requests (or Reputation Overview) > and click [Send Review Request]:

   1. Select the option to send a review request to an individual contact

   2. The Image Attachment allows you to include personalised visuals, such as before-and-after photos or real service images, when requesting reviews. This adds authenticity and helps customers better connect with the experience being shared

   3. Click [Send Review Request]

   4. You can also monitor the status of all your sent review requests in this section

6. To send review requests automatically: In the main menu, go to Automations > Workflows > and click [Build with AI] to use the free Workflow AI Builder
   
   Note: To create a workflow manually, click [+ Create Workflow] > and select [+ Start from scratch].

   1. Describe your workflow and what should happen to trigger a review request, for example:

      • Send a review request when I tag a contact

      • Send a review request when an opportunity reaches the final stage in my pipeline

   2. Finalise your trigger to make sure it sends the request at the right time to the right contacts (e.g. select the specific pipeline and stage the contact should reach before the request is sent)

   3. Make sure the Send Review Request action is included in the workflow > select the preferred channel: WhatsApp, Email, or SMS, to send the request

   4. Add any other actions you want to your workflow, such as:

      1. Tag: Tag your contact so you know who has been requested for a review

   5. Toggle your workflow to [Publish] in the top right corner > and click [Save]

   6. Test your workflow by completing the trigger > and check the [Execution Logs] tab for any errors

1. From the main Ivorey™ menu, go to Marketing > Reputation > Business Reviews

2. Check the AI Summary to understand your customer sentiment

3. Use the filters along the top to sort your reviews

4. Read your reviews > and click [Reply] to manually respond to each review

5. Click the [⋮] three dots on a review to [Mark as spam] or to [Delete] it

Reminder: Reviews AI can automatically reply to reviews for you, to help you save time. Refer to our Reviews AI guide for the details.

Written reviews are classified as Positive, Neutral, or Negative using AI. Reviews without a written comment are classified by their star rating: 4 or 5 stars is Positive, 3 stars is Neutral, and 1 or 2 stars is Negative. Past reviews have also been rescored using this improved method.