Responding to an Online Review – TrustYou CXP

Benefits of this feature

Responding to online reviews directly from the TrustYou platform saves you time and simplifies the process. Whether using AI-generated suggestions, templates, or crafting responses manually, this feature ensures your replies are efficiently managed and tracked. You can seamlessly post responses or navigate to the review source, with real-time status updates confirming the review has been addressed.

How to respond to an online review

Google or Booking with Direct Response connected

Respond directly within TrustYou:
- After drafting your response—whether using Response AI, a template, or writing from scratch—click the Submit response button. This posts your reply directly to the review source without leaving TrustYou (only if you have previously integrated your Google/booking manager account).
Status tracking:
- Once the response is posted, the review status will update to Marked as Responded.
- The status will change to Response confirmed once the response is verified on the source platform.

Other online sources or Google/Booking without Direct Response connected

Navigate to the review source:
- After drafting your reply—whether using Response AI, a template, or writing from scratch—click the Go to source button. This will:
  - Automatically copy the response text to your clipboard.
  - Open the review source page in a new browser tab for you to paste and submit your response on the source OTA.
Manual update in TrustYou:
- Return to the Inbox and manually mark the review as responded. This updates the review status to Responded with a temporary Marked as responded tag.
- If the text submitted on the source platform differs from the draft in TrustYou, the draft will be updated to match the final version.
Status confirmation:
- Once the response is confirmed on the source platform, the status will update to Response confirmed, and the final response text will be added to TrustYou.