A rule can carry as many actions as you need. They run top to bottom in the order you set; drag an action to change the order. Every action is 1 credit each time the rule fires.
The Add action menu in the rule editor, listing every review action with its hint.
Reply to the review
Posts a reply on the site, from the wording you write. Add variants and one is picked at random each time, so repeat customers do not read the same line twice.
Where the reply goes depends on the site:
- On a site that takes replies through its API, the reply posts.
- On a site without one, the rule writes a draft for a person to copy to the site. The editor says "On" and the sites: "drafts only. You copy the reply to the site."
- On private feedback, the reply is always a draft, for you to send by email.
1 reply goes out per review. If 2 rules both reply to the same review, the higher one in the list wins.
Flag for your team
Leaves the review alone and puts it in front of your team: the card is marked flagged. Nothing changes on the site. The usual partner of a low-rating or suspicious trigger.
Assign to a team member
Hands the review to 1 person, who finds it in their queue. Pick the member in the action. If nobody else is on the location yet, the action asks you to invite a team member first.
Pick someone with access to the review's location, or the owner you chose will not be able to open it.
Notify the team
Records an alert with the review in it for the people you tick. Tick nobody and every admin of the location is chosen.
The alert email is not switched on yet: today the alert is recorded but not delivered. Until it is, pair Notify the team with Flag for your team or Assign to a team member, so the review still reaches a person.
Send to a webhook
Posts the review as JSON to an address you own, for a CRM, a help desk or a spreadsheet. The address has to start with https://.
The Send to a webhook action with its address field.
Each matching review is sent once, as the event review.rule_webhook. There is no retry yet, so an address that is down when a review arrives misses that review. Point it at a service that is always up, such as an automation tool's catch hook.
This post is not signed: it carries the header X-Webhook-Signature: none. Treat the address itself as the secret, or use the signed account webhooks under Settings > Developers when you need to verify what arrives. See Outbound webhooks.
Archive
Files the review away in Archive. Nothing changes on the site. Put it last on a rule that has already done everything the review needs, for example after a thank-you reply on a 5-star review.
Waiting before the actions run
The Wait step applies to the whole set of actions:
- No delay runs them as soon as the review arrives.
- Fixed waits this many minutes, counted from the moment the review arrives.
- Random waits a different time each run, up to the limit you set. A short random wait keeps automated replies from reading like a bot.
A reply waiting to go out shows as Scheduled on the review.
What this costs
Every action is 1 credit each time the rule fires:
- a rule that replies spends 1;
- a rule that flags and assigns spends 2;
- a rule that replies and then archives spends 2.
Send to a webhook is charged only when your address answers with success. A post that fails costs nothing.
Matching, trial mode and the backtest spend nothing. See What uses your credits, under Billing.