Reviews

Reviews in Sprout Social enable you to identify, organize and reply to customer reviews from Facebook, Google My Business, Glassdoor and TripAdvisor to optimize engagement and build brand loyalty.

This article contains the following sections:

Connecting Pages and Locations

Connecting Facebook Pages or Google My Business Locations for Reviews is the same process as connecting any social profile to Sprout. Anyone with the Manage Profiles & Permissions permission can connect a Facebook Page or Google My Business Location.

To connect a Facebook Page or Google My Business Location:

  1.  Navigate Account & Settings > Connect a Profile.
  2. Click Facebook or Google My Business. If you clicked Facebook, click Connect Page.
  3. Follow the prompts in the connection wizard. You get sent to the corresponding network's site to authorize the profile.

Note: If you're connecting a Facebook Company Page, ensure you are an admin of that Page. If Facebook Reviews are disabled natively, you must enable them. Once enabled, the Reviews tab in Sprout automatically updates to reflect Facebook Reviews from the time period you select.

There are two options for connecting a TripAdvisor Location:

  1. Navigate to Account & Settings > Connect a Profile.
  2. Click TripAdvisor. Then select from the following options:

Option 1: Automatic Lookup

With Automatic Lookup Sprout attempts to automatically look up your TripAdvisor Locations by searching those that match Facebook Pages you connected to Sprout.

TripAdvisor_Automatic_Lookup.png

Option 2: Manual Lookup

If you select this option, visit the native TripAdvisorLocation page you want to add to Sprout, then copy and paste URL into the search field.

TripAdvisor_Manual_Lookup.png

Note: Once you select the profiles you want to connect to Sprout, TripAdvisor must authenticate the connection before reviews start populating. This process can take up to 24 hours.

Alternatively, you can click Reviews to add a Facebook Page, verified and published Google My Business Location or TripAdvisor Location.

Managing reviews

To read, reply to or manage Reviews, click the Reviews tab.

Reviews are featured in a single stream and are sorted Newest to Oldest by default. You can filter by date range, Profiles, Ratings or Tags. Or you can search your reviews by keywords or phrases. For more information, see Inbox Search.

Click the overflow menu Overflow_Menu.png on a review to uncover additional actions you can take, like pushing the review to Salesforce or banning a user.

Note: You must have the Manage Message Status Reviews feature permission in order to take action on your review messages.

Replying to reviews

To reply directly to a Facebook Page or Google My Business Review, click Hollow_Reply.png.

To reply directly to a TripAdvisorReview, click Screen_Shot_2019-10-31_at_11.10.03_AM.png.

If a review doesn't require any further action, you can mark the review complete by clicking Screen_Shot_2021-03-11_at_1.55.24_PM.png

image2.png

Note: TripAdvisor’s integration doesn't allow direct reply functionality from any partner platforms. Clicking TripAdvisor_Reply.png takes you directly to the native TripAdvisor message in a new browser window, where you can respond.

Tasking reviews

You can also assign reviews as tasks to members of your team for immediate attention and response. To learn more about tasks, see this helpful how-to.

Saving custom views

Managing many Facebook Profiles, Google My Business Locations or TripAdvisor Locations can lead to disorganization. With Views you can group reviews by profile, rating and/or tags. 

To create a custom view:

  1. Click Create New under Reviews.
  2. Select your view criteria from the Filter Menu.
  3. Click Save.

review-custom-view.gif

You can delete or edit a View by clicking Smart_Inbox_Overflow_Menu.png at the top of the screen after you select a view.

Reviews FAQ

Can I tag or task Reviews?
You can tag reviews from the Reviews tab. If you tag reviews, they also appear in the Tag Report. You can only task reviews from Facebook on Sprout's mobile app.

Can I customize what my pages are called in Sprout?
At this time, Google My Business doesn't allow Location customization. For Facebook, you can choose to activate the Page Username as the Profile Name in Sprout within Account Settings.

If I respond to a Facebook Review natively, will the response appear in Sprout?
Yes; however, Sprout won’t take into account the fact that a response was sent natively, so you’ll have to click a Review to see that is has been replied to. The native reply does not get counted in reporting.

I have a Google location but don’t know how to get started with Google My Business. Where can I find more information?
To learn more about Google My Business, creating accounts and adding location, see this article.

How do I verify and publish my Google My Business location in order to connect it to Sprout?
For assistance with Google My Business verification, see this article.

I can't respond to my Google My Business reviews. How can I fix this?

If you can't respond to reviews in Sprout, check to see that you can respond to reviews natively on Google. If you're unable to do this, please visit the Google Support Center.

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