Every review in your Inbox comes with a reply already drafted — in your brand's tone of voice and in the guest's language. Your job is the judgement: read it, adjust it if needed, and send it on its way. This article covers the full reply workflow.
The drafted reply
Go to Threads
Open a Thread and you'll find the draft that ThreadWork generated for that specific review below. It reflects your tone-of-voice settings (formality, warmth, length, energy) and answers what the guest actually wrote.
Want to make changes?
a. Click on the pen in the corner and make your changes directly in the reply.b. Or click Adjust for a quick, one-click fix instead of editing by hand. Choose from:
Match Tone of Voice — re-aligns the draft with your tone-of-voice settings.
Correct Grammar — fixes spelling and grammar issues.
Make Longer — expands the reply with more detail.
Make Shorter — tightens the reply to the essentials.
Approve and send reply.
The published reply appears under the guest's review just as if you'd typed it there. Depending on your automation level, some replies — for example to 4–5★ reviews — may be approved and published automatically without you lifting a finger; see Reply rules: automation levels and reply speed.
ℹ NOTE
Replies count toward your plan's monthly reply allowance when they're published. See How ThreadWork pricing works.
Suggested rules
ThreadWork can also suggest rules based on changes. After you've made changes, a window will appear;
Click “Create Rules”
Select the location and star rating to which the rule should apply
Review the rules and delete them if necessary
Save your rule(s)
Approve and Send your edited reply
To learn how to create your own rules, see Reply rules, reply speed and automation levels.
One editor at a time
Only one person can edit a Thread's draft reply at a time. If you open a Thread and can't make changes, check the bottom of the draft reply box — if someone else got there first, you'll see "[Name] editing now..." there. Wait until they're done, or reach out to them directly if it's urgent.
Close Thread
If, for any reason, you do not wish to respond to a review (e.g., because it is already outdated), you can close the thread. To do so, scroll down the page until you see the Close Thread button. Click it to close the thread.
Fast reply
To be even more efficient, you can use the “Fast Reply” feature. To do this, go to “Threads” (1) and click “Start Fast Reply” (2).
You will then see an overview of all your open threads.
With the Fast Reply feature, you can then:
a. Approve and send individual replies
b. Close individual threads
c. Skip individual threads
d. Approve all threads at once
e. Close all threads at once
Closed, unanswered threads can be reopened at the end of the respective review.
Over usage in fast reply mode
If you reach your usage limit and have not enabled the option in your settings to automatically exceed the limit, you will be notified in Fast Reply mode when you exceed your limit.
To learn everything about over usage, see Usage, invoices and payment details