Overview of the Feature
The Mark as Responded feature in Inbox allows you to manually update the status of an online Review to “Responded” when you've already replied to it directly on the original source. This manual action ensures your Inbox reflects the most up-to-date status while the system awaits confirmation from the source.
Benefits of the Feature
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Real-Time Accuracy: Maintain a reliable snapshot of your team’s review handling status.
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Streamlined Workflow: Reduce confusion or duplication by aligning internal records with external actions.
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Flexibility & Control: Adjust statuses in the Inbox based on actual response actions taken on external platforms.
How it works
Mark as responded
Once you’ve replied on the source, return to Inbox and manually mark the review as responded. You can do this by clicking the Mark as Responded button located in the top bar of the review window.
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This will update the review’s status in TrustYou to Responded with a temporary Marked as Responded label.
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If the actual response submitted on the source differs from your draft in TrustYou, the system will eventually update the draft text to reflect the final submitted version once it’s crawled.
⚠️ Important: Only use this option if you have actually responded on the source platform. If no response is found, the review status will remain Marked as Responded indefinitely and will not transition to Response Confirmed.
Reverting a Mistake
If you accidentally marked a review as responded, you can reverse the action. Simply click the button again to mark it as unresponded. This will restore the review to its prior state in the Inbox.
Status Confirmation
Once TrustYou successfully crawls the response from the original source platform, the review’s status will automatically update to Response Confirmed. The final response text will also be added and displayed in TrustYou for complete transparency.