How to use filters in the Inbox

Benefits

Filters in the Review Inbox help you efficiently manage reviews by narrowing down specific criteria, allowing for a more streamlined workflow. By using filters, you can save time, focus on actionable reviews, and enhance your overall review management strategy.

Description of available filters

1. Time range

The Time Range filter allows you to filter reviews by specific time periods:

• All time 
• Days and weeks:
  • Yesterday
  • Last 7 days (includes today)
  • Last week
• Months:
  • Month to date (includes today)
  • Last full month
  • Last 24 months (includes this month, until today)
• Quarters:
  • Quarter to date
  • Last full quarter
• Years:
  • Year to date
  • Year to last month
  • Last full year
• Custom range: Set a specific start and end date, including today or yesterday.

2. Status

The Status filter helps you organize reviews based on their response, read, or moderated status. The available options include:

• All statuses
• Unresponded: Reviews that have not received a response.
  • Unread: Reviews that haven't been opened or marked as unread.
  • Read: Reviews that have been opened or marked as read.
• Responded: Reviews that have received a response
  • Marked as responded: Reviews where a response has been provided but is not yet confirmed as published online. This also includes reviews marked as responded without text.
  • Response confirmed: Reviews with responses now visible online.
• Moderated: Reviews flagged because they were deleted at the source or marked as inappropriate.
  • Marked as deleted: Reviews marked as deleted in the Inbox but not yet confirmed as deleted.
  • Deleted: Reviews confirmed as deleted from any module across TrustYou.
  • Marked as inappropriate: Reviews flagged as inappropriate but not yet approved.
  • Inappropriate: Reviews approved as inappropriate by an admin user. 

3. Rating

The Rating filter lets you filter reviews based on their scores:

• No score
• Low (0–5.9)
• Medium (6–7.9)
• High (8–10)

4. Source

The Source filter allows you to view reviews from:

• All sources: Includes every available source.
• Specific sources: Choose individual sources, sorted alphabetically.

5. Language

The Language filter lets you select reviews by language:

• All languages: Includes every language available.
• Specific languages: Choose individual languages, sorted alphabetically.

6. Show answerable reviews only

When activated, this filter excludes reviews from sources that do not allow responses, such as Booking.com reviews without text.

7. Entities (Enterprise subscriptions only)

Enterprise users can now filter the Inbox by up to 6,000 entities using segments to select groups of entities quickly. Segments allow you to filter by predefined categories such as country, brand, property type, or any custom grouping defined for your organization. For example: All Hotels in Paris of the brand A.

How to use segments in the Inbox

Before using segments in the Inbox, make sure your segments are configured in the Entities page of the Organization Center.

Steps:

1. Go to Inbox → Advanced filters. 

   

2. Open the Entities filter, and you’ll see the current list of selected entities.

3. Click Edit to adjust the selection. 

   

4. Use the preconfigured segments and their values to select the entities you want, select all entities within your scope (as long as the total selection is under 6,000), or Select entities individually if needed.

   

This update enables fast and flexible analysis of larger groups of hotels, restaurants, or locations while keeping results relevant and easy to navigate.

8. Categories

The system identifies broad semantic analysis categories.

9. Subcategories

More detailed semantic analysis topics within categories.

10. Visit data points

Standard data points: these filters will always be present, regardless of whether data is being sent from your PMS or not.

• Arrival date
• Departure date
• Language
• Gender
• Room number
• Email
• First name
• Last name
• Entity ID
• Hotel name

If additional data points are received from the PMS, they will also be displayed as filters below the standard ones.

 

 

 

Filters persistence

• Combine multiple filters for more precise results, such as filtering by high ratings and confirmed status to focus on positive reviews with published responses.
• Use the custom range option to tailor date periods for your specific needs.
• Activate the show answerable reviews only filter to concentrate on actionable feedback.