Triggers allow you to automate certain actions to simplify the processing of your customer reviews.
They are triggered based on specific criteria met – or not – by the review (rating, content, etc.).
To access triggers, go to the left-hand side menu Account Management, then My Triggers.
You can create triggers for brand or product reviews.
Automation options available with triggers
Placing a review in moderation
You can automatically place a review in moderation if it contains a specific word, regardless of the rating, by using the words to watch – and also via triggers.
This allows you to identify sensitive reviews more quickly, respond efficiently, and provide an appropriate solution to your customers!
Example: automatically place in moderation any review containing words like "defective", "quality", or "delivery", regardless of the rating.
Assigning a tag to a review
A tag is a label (presented as a keyword), related to a specific topic, that you can automatically assign to reviews using triggers.
By tagging reviews, you can easily filter, analyze, and export them to share relevant feedback with your team! This helps you group similar reviews or those related to specific topics.
Example: automatically assign the tag "logistics" to any review containing the word "delivery".
Auto-flagging
Verified Reviews already includes an automatic flagging system. However, you can also set up automatic flagging for specific reviews using triggers.
Auto-flagging triggers can only be configured with support from your CSM or our Care team.
Creating triggers
- Go to the left-hand side menu
Account Management, then My Triggers.
- In the Trigger List section, click on Add
- Fill in the form with the following information:
| Field | Description |
|---|---|
| Name | Name of the trigger, as it will appear in your list. |
| Type | Website review (brand) or product review |
| Conditions | Trigger conditions. Example: text contains the word "delivery", rating equals 4 |
| Action | Moderation, tag assignment, auto-flagging |
| + | Always click + to validate the condition and action! |
If you have multiple conditions, you can choose to trigger the action when at least one condition is met, or when all conditions are met.
Define an action
- Moderation: the review will be placed in moderation (pending your approval before publication) regardless of the settings defined in your moderation settings.
- Tag assignment: the tag of your choice will be automatically assigned to the review based on the conditions you set. You must first configure your tags.
- Auto-flagging: the review must match one of the reporting reasons defined in our moderation process. As mentioned above, we strongly recommend contacting your CSM or our support team to set this up.
Dictionaries
You can create dictionaries of specific words to define conditions or actions. This way, you can set up a trigger that is activated when any word from your chosen dictionary appears in the review!
How to create a dictionary?
- Go to the left-hand side menu
- In the Dictionary List section, click the button Add
- Name your dictionary using the topic of your choice.
- Add the words to be included in the dictionary. Between each word, add the character | (Alt Gr + 6 – to get the ‘|’ symbol); this separates each word.
- Click Create dictionary to save.
Once the dictionary is created, you can use it to create a trigger.
Example: place a review in moderation if the text contains a word from the "Delivery" dictionary.
Retroactive triggering: the batch tool/moulinette
If you want your trigger to be applied retroactively (i.e., to reviews submitted before the trigger was created), you must use the batch tool.
To do so:
- Go to the left-hand side menu
- In the Batch Tool/Moulinette section, select the review submission period during which you want the trigger to be applied.
- Then in Triggers to batch-process, choose the triggers/actions you want to apply to these reviews.
This allows you to apply the trigger to older reviews submitted before it was created.