Reply faster with auto-replies
IN THIS ARTICLE
- Who can set auto-reply rules
- How to set rules
- Semantic Tag and Semantic Sentiment
- How auto-replies works
Most of the support teams working with a large number of reviews use templates when replying to reviews.
In AppFollow you can simplify the support team workflow by setting auto-replies that will send a suitable reply to the review based on a rule set.
Minimal requirements for the auto-reply to be sent for a review:
- the app has Reviews&Replies integration with the store (App Store, Google Play, Amazon, Microsoft Console)
- the auto-reply rule is created
- the review doesn’t have a reply in the store yet
The auto-replies script runs every 10 minutes. Auto-replies will be applied to all reviews without replies received during the last 2 days.
Who can set auto-reply rules
User roles that have access to create tags and set filters for auto tags are:
- Admin
- User
- Reviews Manager
- Support Manager
How to set rules
To get started with setting auto-reply rules, you need to set a template.
To add a new rule you need to set a rule name and a combination of condition and action that determine what template should be sent.
Conditions
You can set an auto-reply to be triggered by review text, review rating or tag.
Review text / Translation / Language
| Condition |
Description |
|---|---|
| Review text is | the review equal to the specified text/translation/language |
| Review text is not | the review is not equal to the specified text/translation/language |
| Review text contains* | the review contains the specified text/translation |
| Review text doesn’t contain* | the review doesn’t contain the specified text/translation |
| Review text starts with* | the review starts with the specified text/translation |
| Review text ends with* | the review ends with the specified text/translation |
thank you|thanks|appreciate
The action will be triggered for the reviews that have any of these phrases.
Review ratings and review length
| Condition |
Description |
|---|---|
| Review ratings = | the review rating/length is equal to the specified number of stars/words |
| Review ratings != | the review rating/length is not equal to the specified number of stars/words |
| Review ratings < | the review rating/length is less then specified number of stars/words |
| Review ratings <= | the review rating/length is equal or less then specified number of stars/words |
| Review ratings > | the review rating/length is more then specified number of stars/words |
| Review ratings >= | the review rating/length is equal or more then specified number of stars/words |
Tag
| Condition |
Description |
|---|---|
| Any of the tags | reviews that have at least one of the selected tags |
| All of the tags | reviews that have all the selected tags |
| Condition |
Description |
|---|---|
| Language | applies the rule to the reviews in certain language(s) |
| Translation | looks for keywords in the translation text based on what language is selected for Translation |
Actions
Actions determine what template should be sent if a condition is met.
It is possible to reply with a certain template or a random template from a folder.
Templates
To get started with setting auto-reply rules, you need to add templates.
Go to Ratings & Reviews -> Templates and click ‘+Add New’.
Templates could be organized by apps and folders.
When adding a template, enter the following details:
- Template Name - give a template nice name.
- Template Text.
- Apps - select apps the template could be used.
If you set a certain app for a template, the auto-reply using this template will work only for this app:
- Folder - select a folder the template refers to.
- Tags - set what tags should be automatically applied for the replies review.
Automated report a concern
This option is particularly useful when your app receives a lot of spam reviews and you don't wan't to waste time reporting each of them manually. Spam reviews may contain some offensive language or have low rating. You can create a rule that will detect these reviews and report a concern for each of them.
Note that this is a paid option. You can apply for a free trial and add this option to your current plan.
Folders
You may receive many reviews of a similar topic, for example, it could be a bug report, feature request or feedback. Support managers often use templates to reply to such reviews.
But automatically sending the same reply to different users may sound unnatural.
A solution here is to set Folders with several suitable templates combined by a similar topic.
While setting a rule, select ‘Reply with Random template from Folder’.
When adding a folder, enter the folder name and the parent folder if necessary.
Semantic Tag and Semantic Sentiment
Now you can create auto-reply rules based on Semantic & Sentiment tags.
Semantic rules for automated replies provides much more accurate results rather than rules by keywords or rating as it uses the ML-technique. Besides, Semantic Analysis works perfectly in 20 languages, so no need to translate anything.
With Semantic rules for Automation, you can set the reply rule to be triggered by specific topic (e.g. Bugs, Subscription, Ads):
as well as based on the tone of voice of customers (e.g. Positive or Negative):
How auto-replies works
Publication modes
At AppFollow, we offer 2 different ways to auto publish replies:
1. Approval mode
Tick approval mode for your auto-replies will be saved as 'Pending approval' in our system. This way you can revise and edit the reply if necessary before posting it to the store.
To submit auto-replies, apply the filter by ‘Pending approval’ on the Ratings & Reviews page and once the reply is ready, click ‘Post’.
2. Auto-posting mode
When selecting Auto-posting option, all auto-replies will be published in the store without any pre-moderation. Make sure you have set up the reply rules correctly before choosing this mode!
We would appreciate any feedback and suggestions on how we could improve auto-replies. Especially we need to know what auto-reply rules would you like us to add.
Please feel free to share your opinion with our support team!