Review Channel

The Reviews menu provides access to all customer feedback received across multiple platforms. From this page, you can view, filter, and manage reviews efficiently, including replying and tracking review status.

Filter by Channel

This filter allows you to narrow down the list of reviews based on the platform where the review was submitted.

• You can choose one or more review channels to focus your view.
• This is useful for analyzing performance or feedback per platform.
• Available channels may include: Airbnb, Booking.com, Direct, Expedia, Google, Tiket, Traveloka, Vrbo.
• The available options depend on the channels selected in the Channel menu under Settings.

How to Filter by Channel

1. Locate the Channel section on the left sidebar of the Reviews page.
2. Tick the checkbox for the platform names based on your preference.
3. Click the red Filter button at the bottom to apply the changes.
4. The review list will update to show reviews only from the selected channels.

[!NOTE]

Troubleshooting Filter by Channel

Channel list is not showing all platforms

• Make sure the channels have been selected and activated in the Channel menu under Settings.
• Refresh the page after updating the channel configuration.

Filter result doesn't change after selecting a channel

• Ensure you clicked the red Filter button after checking the channel boxes.
• Clear any conflicting filters (e.g., rating or reply status) that may prevent expected results.

Review list appears empty after applying the filter

• The selected channel may currently have no reviews.
• Try selecting additional channels to expand the result.
• Double-check that the selected channel has review data.

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Filter by Ratings

This filter allows you to view reviews based on their rating score.

• You can select specific ratings from 1 to 10 stars.
• Useful for isolating low-rated reviews that may need attention or high-rated ones for quality feedback.
• Multiple ratings can be selected at the same time.

How to Filter by Ratings

1. Locate the Ratings section on the left sidebar of the Reviews page.
2. Tick the checkbox for the star ratings you want to include (e.g., 1 star, 5 stars, 10 stars).
3. Click the red Filter button to apply your selection.
4. The review list will refresh to show only reviews with the selected ratings.

[!NOTE]

Troubleshooting Filter by Ratings

Ratings filter has no effect on the review list

• Ensure the star rating checkboxes are selected correctly.
• Click the red Filter button to apply the changes—without this, the selection will not be processed.

Filtered results do not match expectations

• Check if other filters (e.g., channel or read status) are also active and possibly narrowing the results.
• Expand the rating selection (e.g., include more rating values) to see broader results.

No reviews are shown after applying the rating filter

• There may be no reviews that match the selected rating(s).
• Clear the rating filter and try again with different values.

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Filter by Read Status

This filter lets you sort reviews based on whether they have been read or not, helping you identify which reviews still require attention or follow-up.

• Read: Reviews that have already been opened.
• Unread: Reviews that have not yet been viewed.

How to Filter by Read Status

1. Locate the Read Status section on the left sidebar of the Reviews page.
2. Tick the checkbox for Read, Unread, or both.
3. Click the Filter button to apply your choice.
4. The review list will display reviews that match the selected read status.

[!NOTE]

Troubleshooting Filter by Read Status

Read or Unread filter is not working

• Make sure at least one checkbox (Read or Unread) is selected before clicking the Filter button.
• Ensure other filters (e.g., channel or rating) are not limiting the results unexpectedly.

The result seems incorrect or unchanged

• Check if the selected reviews were recently opened—status may have changed to Read automatically.
• Try refreshing the page to ensure the latest review status is reflected.

No reviews are displayed after applying the filter

• It's possible there are no reviews that match the selected read status in combination with other active filters.
• Clear some filters or select both Read and Unread to expand the result.

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Filter by Reply Status

This filter lets you view reviews based on whether or not they have received a reply.

• Replied: Reviews that have been responded to.
• Unanswered: Reviews that are still awaiting a reply.
• Helps ensure all reviews are properly followed up.

How to Filter by Reply Status

1. Locate the Reply Status section on the left sidebar of the Reviews page.
2. Tick the checkbox for Replied, Unanswered, or both.
3. Click the Filter button to apply the setting.
4. The list will refresh to show reviews that match the selected reply status.

[!NOTE]

Troubleshooting Filter by Reply Status

Reply status filter does not change the review list

• Ensure at least one option (Replied or Unanswered) is selected.
• Click the Filter button to apply the selection. Without clicking it, the list will not update.

Some replied reviews still appear under Unanswered

• The reply status might not have refreshed yet. Try closing and reopening the page or reapplying the filter.
• If the reply was submitted from an external platform, it may not sync in real time.

No reviews are shown after applying the filter

• There may be no reviews with the selected reply status, especially when combined with other filters.
• Expand the selection by choosing both Replied and Unanswered, or clear other filters.

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Review List

The Review List displays all customer reviews that match the selected filters. Each review is presented in a card format to make browsing and selection easier.

• The list updates dynamically based on the filters you apply from the left sidebar.
• Each card includes the following:
  • Star rating
  • Reviewer’s name
  • Review date
  • Review snippet or full content if short
  • Channel icon for review source
  • Reply status icon
  • Eye icon to view review details.

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Review Detail

The Review Detail view allows you to read the full content of a review and, if applicable, submit a response. This view appears as a modal when you click the eye icon on any review card.

In this view, you can find:

• Reviewer name and review date
• Channel icon
• Overall rating and category ratings (if available)
• Public review
• Private comment (if any)
• Positive/Negative sentiment tags
• Reply status:
  • If the review has not been replied to, a reply form will be shown.
  • If the review has been replied to, a "Replied" label will appear along with your submitted reply.

How to View Review Detail

1. On the Reviews page, locate the review you want to view.
2. Click the eye icon on the right side of the review card.
3. A modal window will open displaying full review details.
4. Click the "x" mark to close the review detail.

[!NOTE]

Troubleshooting Review Detail View

Clicking the eye icon doesn't open the review detail

• Ensure your internet connection is stable.
• Try refreshing the page and clicking the eye icon again.

Review detail modal opens but is empty or incomplete

• Wait a few seconds; the data may still be loading.
• If the issue persists, try closing and reopening the modal.

Can’t close the review detail modal

• Click the “X” icon at the top-right of the modal.

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How to Reply to a Review

Not all channels support direct reply within the system. For certain platforms, replies must be made manually outside the application. If reply is not supported, the reply section will be replaced with a notice:

[!info] "Review reply for this channel is temporarily unavailable. You will be notified once it’s available."

1. Click the eye icon on a review card, or use filters to easily find reviews that need replies.
2. In the Review Detail modal, check if the reply section is available.
   • If available, you can submit a response.
   • If unavailable, a system message will indicate that replies are not supported for the channel.
3. Type your message manually or click Reply With AI to generate a suggested response.
4. Click the Send Reply button to submit.
5. A pop-up confirmation will appear once the reply is successfully submitted.
6. To verify, re-open the review and ensure your reply is displayed below the guest comment.

[!NOTE]

Troubleshooting Reply to a Review

Reply section is not visible

• The channel may not support in-app replies, especially if the review was fetched using scraping. In this case, a message will indicate that replying is unavailable.
• The review may have already been replied to. If so, the input field is replaced with the existing response.
• You may be viewing reviews that are already marked as "Replied". Use the Reply Status filter to locate unanswered reviews.

"Send Reply" button is disabled or unresponsive

• Ensure that the reply text field is not empty. The button will only activate after content is entered.
• If using Reply With AI, wait for the system to finish generating the suggested response before sending.

No confirmation after clicking "Send Reply"

• Wait a few seconds for the confirmation message to appear.
• If there is still no feedback, refresh the page and re-check the review to confirm if the reply was submitted.
• Make sure your internet connection is stable and no browser extension is blocking submissions.

Reply was submitted but not visible after refresh

• Open the review again to confirm if the response appears below the guest comment.
• If the reply is still missing, try clearing browser cache or contact support for assistance.

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