This section enables administrators to manage and configure settings related to company reviews.
Admin Access to Review Settings
Not all admins may have access to modify Review Settings. If you find that you cannot view or change these settings, it’s likely because your user permissions are limited.
To gain access:
Reach out to your organization’s Super Admins.
Request that they grant you the necessary permissions for Review Settings.
Once access is granted, you will be able to view and manage these settings within the admin portal.
How to access Reviews Settings in your Admin Portal?
In your Admin Portal, navigate to Reviews, then select Settings.
1. START DATE FOR GOOGLE REVIEWS
Set the start date as the day you began using Applause. Successful Google review matching relies on your CRM service data.
Please note, Applause’s ability to match reviews decreases for Google reviews received before your Applause start date or if your CRM service data is not being received.
To stop automatic matching, simply click the "X" in the date field.
2. MATCH UPDATED REVIEWS
When this feature is enabled, Applause will identify and mark updated reviews as eligible for bonuses. It will then automatically match these newly updated reviews, those received after the setting is turned on to the appropriate employees, provided those reviews have not been matched or rewarded before. If you enable this, ensure that you enable bonusing in Bonuses Settings as well.
3. START DATE SETTING FOR AUTO-REPLY IN GOOGLE
*This feature will only appear in the review settings of the admin portal if your package plan includes AUTO reply AI (Essentials Plus Feature).
Use the start date setting to choose how far back Applause’s AI will reply to Google reviews. This helps make sure you can respond to past feedback that matters to you.
If you want to turn off auto-replies, just click the "X" in the date field to clear the start date.
4. REVIEW RATING FOR GOOGLE AUTO-REPLY
*This feature will only appear in the review settings of the admin portal if your package plan includes AUTO reply AI (Essentials Plus Feature).
Applause can automatically respond to customer Google reviews one hour after they’re posted. You can choose which reviews get a reply based on their star rating for example, only responding to reviews with 4 stars or higher.
5. START DATE FOR FACEBOOK REVIEWS
Set the start date as the day you began using Applause. Successful Facebook review matching relies on your CRM service data.
Please note, Applause’s ability to match reviews decreases for Facebook reviews received before your Applause start date or if your CRM service data is not being received.
6. START DATE SETTING FOR AUTO-REPLY IN FACEBOOK
This feature will only appear in the review settings of the admin portal if your package plan includes AUTO reply AI (Premium Feature).
Use the start date setting to choose how far back Applause’s AI will reply to Facebook reviews. This helps make sure you can respond to past feedback that matters to you.
If you want to turn off auto-replies, just click the "X" in the date field to clear the start date.
7. REVIEW RATING FOR FACEBOOK AUTO-REPLY
This feature will only appear in the review settings of the admin portal if your package plan includes AUTO reply AI (Premium Feature).
Applause can automatically respond to customer Facebook reviews one hour after they’re posted. You can choose which reviews get a reply based on their star rating for example, only responding to reviews with 4 stars or higher.
8. REPLY WITH AI SETTING
You can customize the tone and signature used in your replies when using the AI feature. This applies to both the automatic replies (a premium feature) and the manual AI reply option.
This way, your messages always reflect the style and personality you want to convey.
9. TONE OF MESSAGE
Select how you want your replies to be written:
A. Formal – Well-structured, polished, and professional responses with more details. Best for keeping a respectful and informative tone in customer communications.
B. Casual – Short, friendly, and conversational responses. Great for creating a warm, approachable, and straightforward customer experience.
You can always select a different tone when using the Generate Reply button in your reply to reviews. This is your setting for what you want as your "default" selection.
10. USE LOCATION REVIEW AS SIGNATURE
You can set up review signatures to match the specific locations where you have review authorization. This means each location can have its own unique signature on any review replies.
You add your Signature to your desired Google listing in Reviews > Authorizations.
If you turn this setting off, no signature will be added to the reviews.
Remember - Numbers 3, 4, 6, & 7 all require an Essentials Plus subscription which gives you the ability to have Applause auto-respond to your Google or Facebook reviews and the settings you determine in this page.