Review details page – TrustYou CXP

Features of the Review Details Page

When you click on a review in the Inbox, the Review Details page opens to provide a detailed view of the review and tools for responding. Here’s a detailed breakdown of its key features and functionality.

Header Options

The header at the top of the page includes the following options:

Back to Inbox: Returns you to the Inbox.
Mark as unread: Available if the review status is not "Marked as Responded" or "Confirmed."
Mark as responded: Available for respondable online reviews not already "Marked as Responded" or "Confirmed." Not available for Trustyou Survey reviews and reviews with direct response connected.
Mark as unresponded: Available only on online reviews marked as responded. If a review was mistakenly marked as responded, this action can be reverted by clicking on this button.
Translate: Translates the review text into your interface language (excluding survey additional text questions).
Forward review: the recipient(s) will receive an email immediately, allowing them to take action as needed.
Delete: Marks an online review as deleted if it is no longer available at the source. Not available for Trustyou Survey reviews.
Mark as inappropriate: Flags a survey review as inappropriate.
Previous: Navigates to the previous review in the filtered list. Disabled for the first review or when reloading the page or navigating directly to the review URL.
Next: Navigates to the next review in the filtered list. Disabled for the last review or when reloading the page or navigating directly to the review URL.

Review Details Structure

The page is divided into two main sections:

1. Review Information (Left-hand side)

This section contains details related to the review:

Author: Name of the review author.
Visit data: Only available in Trustyou Survey reviews. It opens a card with visit data from the PMS (if available). This button is also available in the review details, below the questions.
Published date: When the review was published online.
Processed date: When the review was processed in the system.
Source: A link to the original review.
Entity: Displays the associated entity.
Review ID: Unique ID assigned by TrustYou.

Review Details

Score: The rating provided by the reviewer.
Title: The headline or summary of the review.
Review text: Full content of the review with semantic analysis matches displayed (if available).
Additional questions: Responses to survey questions.
Semantic analysis: Matches to subcategories for detailed insights.
- Report sentminent improvement: opens a new tab to contribute to the enhancement of TrustYou’s semantic analysis system. Read the full article here.

Response Section (Right-hand side)

This section contains tools and information for managing your response:

Response Options

ResponseAI: Available only in the professional plan.
Template: Access predefined response templates in various languages.
Blank: Start writing a custom response.

Response Buttons

For online reviews without Direct Response:

Go to source: Opens the review in its original location.
Mark as responded: Marks the review as responded.

For online reviews with Direct Response (Google and Booking.com):

Submit response: Sends your response directly to the review source.

For TrustYou Survey reviews with public questions:

Respond: Displays a public response in the hotel's widget.
Respond & send email: Includes both public and private email responses.

For survey reviews without public questions:

Send email: Sends only a private email to the author.

Status Information

Status: Marked as responded

Mark as responded date: Date the review was marked as responded.
Responded by: User who responded (if available).
Draft response text (if available).

Status: Responded

- Mark as responded date: Date the review was marked as responded.
- Response confirmed date: Date the response was confirmed as published.
- Responded by: User who responded (if available).
- Final response text.

Status: Deleted

- Deleted date: Date the review was removed from the Inbox.
- Deleted by: User who deleted the review.

Status: Marked deleted

- Deleted date: Date the review was marked as deleted.
- Deleted by: User who deleted the review.

Status: Marked inappropriate

- Marked as inappropriate date: Date the review was flagged.
- Marked as inappropriate by: User who flagged the review.

Status: Inappropriate

- Confirmed inappropriate date: Date the review was approved as inappropriate.
- Confirmed inappropriate by: User who approved the review as inappropriate.