Respond to reviews from other platforms (Third-Party Reviews)

You can reply to reviews collected on other platforms directly from your Verified Reviews interface. These "Third Party Reviews" include those published on Google Business Profile, Facebook, Pages Jaunes (French Yellow Pages), or Trustpilot.

This allows you to manage your online reputation more efficiently from a single interface and reply quickly using customizable templates.

To activate the synchronization, go to the left-hand side menu Third Party Reviews, then Third Party Setup.

Setup

Google & Facebook

Otherwise, follow the steps below:

1. Go to the left-hand side menu Third Party Reviews, then   Third Party Configuration.
2. In the Add a source section, click the appropriate button for Google or Facebook – in the dedicated section Add reviews from Google My Business and Facebook.
3. Log in to your account and follow the instructions.
4. On the right-hand side of the screen, select the sources you'd like to synchronize.

Pages Jaunes

1. Go to the left-hand side menu Third Party Reviews, then   Third Party Configuration.
2. Click the dedicated Pages Jaunes button in the Add a source section – under Add reviews collected by other review platforms.
3. Log in to your account.
4. Select the sources to synchronize on the right-hand side of the screen.

Trustpilot

1. Go to the left-hand side menu Third Party Reviews, then   Third Party Configuration.
2. Click the dedicated Trustpilot button in the Add a source section – under Add reviews collected by other review platforms.
3. Log in to your account and follow the instructions.
4. Select the sources to synchronize on the right-hand side of the screen.

Manage Access Rights

To allow a user to respond to one or more third party review sources:

1. From the left-hand side menu, click on Account Management, then My Users.
2. Click the Edit icon in the Action column.
3. At the bottom of the page, select the third party location to which the user should have access: view and reply to reviews.

Reply to Third Party Reviews

1. From the left-hand side menu Third Party Reviews, then   Third Party Reviews
2. You’ll see the reviews along with their source, the relevant location, rating, comment, and reviewer details.
3. Click the bubble icon at the end of the row to open the reply interface.
4. Write your reply in the Post a new message field at the bottom of the page.
5. Click Send at the bottom right of the page.

A conversation icon will appear if a reply has already been sent.

Create a Predefined Response

To save time, you can create and use predefined responses. 77% of consumers expect a reply within 24 hours after leaving a negative review!

1. From the left-hand side menu Third Party Reviews, then   Third Party Reviews.
2. Select a review to display the Action menu.
3. Click on Predefined responses.
4. Click New macro to create a new response template.
5. Use dynamic personalization variables to automatically include the customer’s first name or order date in your response.
6. Click Create to confirm!

Send a Predefined Response

Once your predefined response (macro) is created, you can use it at any time:

1. From the left-hand side menu Third Party Reviews, then   Third Party Reviews.
2. Click the reply icon at the end of the row.
3. Open the action menu in the reply area, then click on Predefined responses.
4. Select the appropriate response from the list and click Use.
5. The response will appear in the reply field. You can edit it before clicking Send.

Manage notifications

To be notified and respond quickly to your third-party reviews, we recommend enabling the dedicated notification. To do this:

1. Go to the left-hand side menu Account management, then   Notifications.
2. Select the user of your choice, or click on Add a new contact to be notified in the top right corner.
3. Scroll down to the Third Party reviews section and enable New Third Party reviews.

If you want to disable this notification, simply uncheck the same toggle.