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
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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).
- 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).
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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
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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.
- After drafting your reply—whether using Response AI, a template, or writing from scratch—click the Go to source button. This will:
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Manual update in TrustYou (optional):
- Return to the Inbox and manually mark the review as responded using the button in the top bar. 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.
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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.
Before responding:
Responded but not confirmed yet:
Response confirmed on the source: