Occasionally a review will flow into the Reviews Inbox that just at first glance fits all the triggers you set for your auto-response, so why didn't it receive one?
Your campaign ended or something about your campaign was off
First thing to always check is whether or not your campaign is On/Off and that the time period of the campaign is current. If this was your first time creating a campaign, double check that all of your triggers and schedule are correctly assigned.
You can roll us into the conversation for assistance at support@localclarity.com
The review was received via overnight API pull vs. Pub/Sub
If your campaign is on, up-to date and correctly designed, then the next step to checking why your campaign did not run is to know how the review was received.
Majority of Google reviews are received via Pub/Sub (i.e. real-time notices), which are the first trigger for an auto-response campaign to run. However, occasionally Google doesn't send reviews through Pub/Sub and our system instead pulls them in through our overnight API pull.
When reviews come in through the overnight pull, they do not trigger the auto-response, so those types of Google reviews would not receive an auto-response.
To distinguish whether your review was Pub/Sub or API
Go to the Reviews Inbox and set your time period to whenever the review was from,
Download the reviews and open the CSV file. Once open, see what the Source Type was for the review in question.
If your review was received via Pub/Sub and still did not receive an auto-response, continue to the next section.
The review was edited & updated after originally posting
As mentioned before, reviews that are received via Pub/Sub are what trigger an AR campaign. Periodically we'll run into cases where a user who previously left a review has since edited & updated their review.
Reviews that fall into this bucket, may have originally come in via Pub/Sub, but once edited & updated, it no longer has the ability to trigger a campaign.
These specific reviews are challenging to prove, as once edited & updated, Google replaces the previous timestamp with the updated one.
In cases such as these, we would monitor your profile over the course of a week to ensure that the campaign is working as intended and that any applicable reviews coming into the system receive a response.
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For additional assistance, please reach out to us at support@localclarity.com