A Trigger is used to automate certain actions that make review management more efficient. The trigger is activated based on criteria that the review meets or does not meet (rating, textual elements...)
You can create triggers based on the type of review: brand or product.
Using the trigger + tag combination, you can categorize your reviews by reason. For example: Add a customer service tag for all reviews that mention the quality of your customer service.
What triggers can you set up?
Place a review in moderation
For example, you can automatically place all reviews containing the word defective, regardless of the rating, in moderation.
This allows you to identify these reviews more quickly, respond to your customers, and provide a solution.
Assign a TAG to a review
Tags allow you to group similar reviews or associate them with specific characteristics.
This allows you to automatically assign a tag to a review based on specific keywords, facilitating the classification and analysis of reviews.
For example, you can assign a quality Tag to all reviews that contain the word service.
To learn more, check out this article: Create tags for moderation management and analysis
Auto-reporting
You can decide to automatically report certain reviews.
The auto-reporting trigger can only be configured with the assistance of your dedicated CSM or our support team.
How to Create Triggers?
Step 1
Go to the menu Account Management/My Triggers
Step 2
Click on "Add a Trigger"
Step 3
Complete the form
- Name : Enter the trigger name
- Type : Choose Site Review or Product Review
- Conditions: Choose the condition for the trigger to activate
- Condition operator
- Condition value
- Action to implement
To confirm the condition and action, you must always click on the plus sign (+)
Here are some examples:
- Example 1st condition: if the text of the review contains the word "delivery"
- Example 2nd condition: if the rating is equal to 4
IMPORTANT
If you have more than one condition, you can choose to trigger when at least one condition is met or when all conditions are met.
Define an action
- Placement in Moderation: the review will go directly into moderation, regardless of the settings you have configured in the moderation settings.
- Assigning a Tag: To do this, you must first enable and create TAGS.
- Auto-Reporting: the review must meet a condition from the reporting reasons that can be found in the moderation process. As mentioned earlier, we strongly recommend contacting your CSM or our support team to integrate them.
Dictionaries
You also have the option to add dictionaries to define conditions or actions.
A Dictionary is a set of specific words. A Trigger can be activated if a word from the chosen dictionary is present in the monitored area of the review.
How to add a dictionary?
- Click on the Add button
- Name your dictionary
- Write the words that will be part of this dictionary. Between each word, you need to add the character |(alt gr + 6 -> to get the symbol ‘|’); this will serve as separation between each word.
- Click on Create Dictionary
Now that you have created a dictionary, you have the option to create a trigger using it. For example: place in moderation when the review text contains a word from the dictionary.
Moulinette
If you want your Trigger to be applied retroactively, feel free to use the moulinette function.
Simply choose the dates and the trigger to activate.