How to give clients access to 'Review Reply Templates' so they can use them

To allow your clients to access the Review Reply Templates set up for them, you need to check the following three things:

• Facebook and Google profiles are connected to the Reputation Manager report
• Reputation Manager report is available on the external Location Dashboard
• Client Access for Reputation Manager has been enabled for that Location

Instructions on how to check these three things are below.

Once you have checked the three things, when your clients visit their Reputation Manager report on the white-labeled Location Dashboard, they can click the 'Actions' button, followed by 'Reply Templates,' to access any templates you have set up for them.  

They won't be able to create, edit, duplicate, or delete the templates; they can only use what you have created for them to reply to reviews.

How to check if Facebook and Google profiles are connected to a Reputation Manager report

Head over to your Reputation Manager report and check if Facebook and Google connections are active — if they are not, the Facebook and Google logos (shown below within the red box) will be grayed out. 

Both you and your clients will be able to respond to reviews for profiles that are connected.

Follow the instructions within the report on how to connect to Facebook and Google if the profiles are not already connected.

Please note: Your clients are not able to connect their Facebook and Google profiles to their Reputation Manager reports from within the external dashboard. This is only possible from within the BrightLocal platform.

How to check if the Reputation Manager report is available on the external Location Dashboard

Head over to your dashboard settings to make sure Location Dashboard is available on an external URL. You also need to ensure that Reputation Manager reports are available on this external URL.

How to check if Client Access is enabled for Reputation Manager

While in dashboard settings, make sure that Client Access is enabled and that a password has been set.

When your clients visit their Reputation Manager report on the white-labeled Location Dashboard, they will see the option to reply to reviews next to their connected Facebook and Google profiles.

Clicking the green ‘Respond’ button (shown above within the red box) will reveal a popup asking your client to log in (if they aren’t already).

Once logged in, they can type their reply or use a Review Reply Template if they have been set up to respond. 

If they need help creating a response to a review, they can simply click the ‘Generate AI Response' button, and a response that speaks specifically to what the customer review mentions will be created for them. They can edit the response generated; if they don't like the first iteration, they can just click again. They can generate up to three responses per review per 24hrs.