Reply to Reviews: Overview

In This Article

Overview

When it comes to tracking app performance, it’s important to consider your users' opinions. That’s why AppFollow is equipped with special features that help you search, tag, filter, analyze, and export user reviews. 

To open the Reply to Reviews page, click on Reply to Reviews in the navigation menu on the left. On this page, you’ll find the following sections:

  1. Average Review Rating for the currently visible Reviews. Click on the graph to see a breakdown of ratings by stars.
  2. Archive tags selector, Popular Words, Translation, and Export options.
  3. Filters panel.
  4. Sorting options.
  5. Reviews.

Learn more about working with reviews in the next article: Work With Reviews. Also, have a look at the latest insights on replying to app store reviews in our blog articles: App Store and Google Play.  


Review Details

The Review card contains useful information to provide you with more context before you write a response. Along with info about the Review itself, you can learn more details about the user who posted it. See the star rating of the review, the reviewer’s username and profile picture, and whether the review received any likes or dislikes from other app store users.

The top-left corner of the Review highlights additional information to help you keep track of what needs attention:

  1. Featured Reviewsreviews that are featured in the app store and visible to all users visiting your app’s page in the store.
  2. Updated Reviews – reviews that have been updated since they were initially posted.
  3. Deleted Reviews – reviews that were deleted after publication by either the user or the app store.
  4. Review Status – learn more in our article on the Review Status feature. 
  5. Beta Reviews – learn more in our article on Google Play Beta Reviews.

The following data is displayed under the reply box on the Review card:

  • App store
  • Country (for App Store, Mac App Store, Microsoft Console, Amazon, and Google Play*)
  • Language (Google Play)
  • Date
  • Time (App Store and Google Play)

*For reviews fresher then May 24,2021 you will also see additional data (for older reviews an active Google Play Reply to Reviews Console integration is required):

  • OS 
  • App version (available without an integration for App Store apps)
  • Device details
  • Country
  • Manufacturer
  • Version code
Please note that Google Play may not provide all of this data. Whenever additional data is available, we’ll display it under the Review card.

Click “More” on the left side of the information bar to expand all of the available details.


Review Actions

Use Review Actions to work with and learn more about a review from a single panel. Under each review, you will find several actions:

  • Report a concern — report irrelevant or offensive reviews to the app store. Learn more: Report a Concern.
  • Reply via Console — reply to a review via the developer console. Learn more: Reply via Console.
  • Note — leave an internal note about the review for your team. 
  • Find user — get more information about a user through Google Search.
  • Translate — open a new page to see the translation of the selected review.
  • Tweet — share the review through your Twitter account.
  • Mail — send the review to a developer or your support team via email.
  • #  — apply the current review’s ID as a filter to see only the selected review on the page. When you apply this filter, you can share the URL of the page with teammates to show them a specific review.
  • Add Tag — categorize your reviews by adding tags. Choose one of the default tags, or head over to the Tags page to create your own. Learn more: Tags.


Use this feature to find out the most popular words used in Reviews. View Popular Words:

  • By app
  • By country
  • By version

To open Popular Words, click on Popular Words in the top-right of the Reply to Reviews page. Hover your cursor over a word to see how many reviews contain this word and the average rating for all the reviews with the selected word. To use the Popular Words feature, mark an app as a Favorite.


Share Reviews

Publish reviews on webpages and social media to let your followers know that your app is doing great. There are three ways to share a review without leaving the Reply to Reviews page:

  1. Click the Permalink icon to open a new page with the review. To share the review, copy the page URL, or use one of the available options to share to Twitter or Facebook. 
  2. Embed the review by copy and pasting the code from the pop-up to your webpage.
  3. Save a PNG image snapshot of the Review by clicking the camera icon.

Integrations

Store Integrations

To start replying to Reviews, set up an integration with:

Learn more about working with Reviews and replying to them in the article Reply to Reviews: Work with Reviews.

Other Integrations

If you want to be notified about new reviews as soon as you receive them, we recommend setting up integrations with the tools you use daily. Set up an integration to receive reviews:


Need more? Learn which help desk services we support to help your support team reply faster. 

Hit the chat button if you need our help — we’re here for you!

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