Responding to
Customer Reviews
This six-step walkthrough covers the entire review response workflow—from finding a customer review in your dashboard to sending a personalized reply using templates and wildcards.
Ready to follow along? Log in to the Digital Dashboard.
Open Reviews & Comments.
From the left sidebar, expand Interactions and click Reviews & Comments. This is the home of every review across every connected source — Google, Facebook, and beyond.
Find the review and click Reply.
Each row in the table is one review. Scan the Review Content column on the right to find the one you want, then click Reply directly under it.
The Review Response pop up opens.
A Review Response pop up appears. The customer's review sits on the left so you can read it while you write. Your reply goes in the box on the right.
Choose a response template.
Click My Templates for your personal saved responses, or Shared Templates for team-wide approved ones — like Thank you · 5 Stars or 3 stars no feedback. The selected template is loaded straight into the editor.
Personalize with wildcards.
Click into the Add Wildcard picker and choose a token like *Customer Name. It drops into your reply at the cursor and gets replaced with the real value when the response is sent.
Review, then click Confirm.
Read the response one more time — wildcards still appear in their *Token form here, that's expected. When you're ready, click the deep-purple Confirm in the bottom-right corner. Your reply is published to the source platform.
Six clicks from review to reply.
You now know the entire path. Here's the speed-run version — bookmark this page, or keep this tab open while you work through your review queue.