Reply faster with auto-replies
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.
Who can set auto-reply rules
User roles that have access to create tags and set filters for auto tags are:
- 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.
You can set an auto-reply to be triggered by review text, review rating or tag.
Review text is
the review equal to the specified text
Review text is not
the review is not equal to the specified text
Review text contains*
the review contains the specified text
Review text doesn’t contain*
the review doesn’t contain the specified text
Review text starts with*
the review starts with the specified text
Review text ends with*
the review ends with the specified text
* It is possible to use regular phrases for these conditions. For example, if you enter:
The action will be triggered for the reviews that have any of these phrases.
Review ratings =
the review rating is equal to the specified number of stars
Review ratings !=
the review rating is not equal to the specified number of stars
Review ratings <
the review rating is less then specified number of stars
Review ratings <=
the review rating is equal or less then specified number of stars
Review ratings >
the review rating is more then specified number of stars
Review ratings >=
the review rating is equal or more then specified number of stars
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
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.
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 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.
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.
How auto-replies work
At the moment, auto-replies will be published as 'Pending approval'. 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’.
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 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 received during the last 2 days.
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!