Viewing and responding to Reviews in SENALYSIS

Viewing and responding to Reviews in SENALYSIS

Senalysis currently supports reviews from Google, Yelp, Facebook & Spillover MyReviews.


Note, your SENALYSIS Inbox will only start to populate with reviews and notifications from the date you first access SENALYSIS.  Historic reviews will not be displayed in your inbox from dates prior to your 1st time accessing SENALYSIS.
Log into ENGAGE and click on Social Media in the Engagement section of the Navigation.  This will bring you to SENALYSIS.


Creating an Inbox Notification Tab using Filters

Click on the Inbox to view all comments, notifications and reviews.   Click on "+" to create a new Notification Tab




3. Give your Notification Tab a name e.g. All Reviews or Negative Reviews or Positive Reviews.  Click Create New Tab.

4. Start to apply the filters based on the view you want.  As you make selections more sub filter options will appear.



Example Filter Selection to create a Negative Reviews Tab

Select Business: 


Select Channels 


You can select multiple channels :

Select Notifications you with you view

Select whether you want to view All Reviews or Unanswered Reviews or Answered Reviews


Select Ratings you wish to view (Stars for Google/Yelp/MyReviews).  e.g. you can choose to view all 1 star and 2 star and 3 star reviews only if you want to see negative reviews.
 

Select Positive or Negative Ratings for Facebook.
  

Click on Save icon to save your view.

Example Negative Reviews Tab setting :



Responding to a Review and using Template Replies

Click on the Speech Bubble to respond to a Google Review.




You can add your own response and click reply or use a Template response by clicking on the Library of Templates



Click 'Response Templates' to view the Spillover provided templates or click on 'My Responses' to view your own templates that you create.



You can filter the responses by 'Positive', 'Neutral' or 'Negative' based on the review you are responding to. Just click on any response to select it and return to the reply screen.  You can make edits before you send it.
   

How to create your own Template Replies

You can also add create your own templates by clicking the +
     

Give your reply template a Label, Text and a Category (Positive, Neutral or Negative) and check the Save as Template checkbox.




Emoji's can be added two ways.
          - via text by typing ":" and the first few letters e.g. ":thu" to get the thumbs up/down emojis.


           - by clicking on the smiley face emoji to bring up the library of emojis.



Responding to a Review and using the AI Response Generator

Click on the Magic Wand to Generate a Reply using AI.



You can edit the response if desired before hitting reply.




Scheduling a Reply for a specific date/time

If you would like to schedule your response for a specific date/time (e.g. you are responding to reviews late at night but would like the response to be received by the customer the following morning when they are more likely to read it) then just uncheck the Reply Now checkbox and you can choose a specific date/time to for the response to post.



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