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Reviews approval method

Depending on how much control you want to have over the reviews that are displayed on your website and how much time you are willing to devote to reviews management and customer follow up processes, you can choose from 3 main methods for approving the incoming reviews: Automatic publishing, Support trigger or Manual approval.

Automatic publishing

 

How does it work?

All reviews are published automatically, and you receive a notification about each new review to the email address set up for new reviews in Notifications. It is possible to Create support cases manually for reviews you would like to follow up on.

Where will I find the reviews?

The reviews will be found in the Reviews > Published section.

How do I activate it?

This method is default to all new accounts. Go to Settings > General > Notifications to determine which email address should be getting notifications about new reviews and general notifications. Learn more about Notifications.

Support trigger

 

How does it work?

All positive reviews are published automatically to your website and you receive a notification about each new review to your email address. When negative rating and/or review arrives, Lipscore puts it in Pending status and sends a support trigger notification to a selected support email address (and optionally a notification to your customer) giving you 5 working days for a successful follow up with your customer. When this time is up, this feedback will automatically be published to the website.

Where will I find the reviews?

The reviews “trapped” by Support trigger will be found in Reviews > Not published > Pending > Support trigger and the ratings in Ratings > Pending until republished automatically or manually.

How do I activate it?

To set the Support trigger up go to Settings > General > Support trigger.

  • Highest rating to trigger support email: Choose how many stars is a “negative” feedback (1, 1-2, 1-3, 1-4?).
Support trigger - choosing number of stars
  • Require review to trigger support email (not only a rating): Decide if you want to get the support trigger email notification only if the rating is accompanied by a text review (set to YES) or if you want to be notified also when the rating comes alone (leave at NO).
  • Send customer notification: Decide if you want the customer to receive a notification explaining that their feedback will not be published for a few days and that someone from your team will reach out to them (leave at YES).
  • Go to Settings > General > Notifications and set up the Support email. This email will be receiving Support trigger notifications.

Manual approval

 

How does it work?

If you want to have total control over all reviews published to your website, you can choose to manually approve them.  Reviews will not be published to your website until you manually approve them. You will get an email notification about new reviews to the email address set up in Notifications section and once you Publish them to the website, your customer will get an email notification informing that the review has been approved.

Where will I find the reviews?

All the reviews will be found in Reviews > Not published > Need attention section until published.

How do I activate it?

This is a setting that can be activated only by System admins. Contact your Customer Success Manager ot support@lipscore.com and ask them to activate the setting for you.

Now that you chose the preferred reviews approval method, it is time to learn how to manage the incoming reviews.

Reviews management

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