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Managing Your Product Reviews
Managing Your Product Reviews
How to publish, reply, and remove reviews from your product pages
Laurence Leech avatar
Written by Laurence Leech
Updated over a week ago


In this guide, we'll take a look at how to take control of the reviews your customers submit from your product pages or request emails.

✨ Some features are available on the Essentials plan or above. Compare plans β†’

Auto-publish Reviews

Intercom - Collecting Reviews

If you want to vet and verify the content before a review is published, you can choose what kinds of reviews automatically appear on your product pages.

  1. Click Settings in the sidebar menu

  2. Scroll to Collecting Reviews

  3. Under Auto-publish new reviews choose from one of the options:

    1. All - Automatically publish any new reviews

    2. 5-star reviews - Only auto-publish 5-star reviews

    3. 4-star above - Only auto-publish 4-star reviews or higher

    4. 3-star above - Only auto-publish 3-star reviews or higher

    5. Never - You will need to publish reviews manually from the Reviews section of the app.

Manually Publish and Unpublish Reviews

You'll need to manually publish a review if it did not meet the criteria for auto-publishing, or if you have chosen to never auto-publish reviews. In case you prefer to hide any review that has been already published on your product page, you can choose to unpublish the content.

  1. Click Reviews in the sidebar menu

  2. Toggle the switch under Published either ON or OFF to show or hide the review

    Intercom - Unpublish review

Reply to a Review

Acknowledge the time and effort your customers took to provide feedback by posting a public reply.

  1. Click Reviews in the sidebar menu

  2. Find the product review you'd like to reply to and click it to open the details

  3. Click Reply

    Intercom - Reply to review
  4. On the popup, write your response and click Save.

    Image 2023-04-05 at 8.25.16 PM

Send Private Reply

Customers don't get notified when you post a public reply. If you want to send an email notification with your response, please check the box for Private Reply and then click Save.

Review Reply email notification

Before sending your first private reply, you have to enable the Review Reply email notification.

  1. Click Requests Queue in the sidebar menu

  2. Click Emails and find Review Reply on the list

  3. If needed, click Edit to customize the template and then toggle the switch ON to enable the notification.

πŸ’‘ Find out more: Read more about all email notifications available on Enabling and Customizing Email Notifications.

Email Opt-In Level

  1. Go to Settings

  2. Scroll to Emails sent to your customers and click the Email settings button

  3. Scroll to Email Opt-In Level and make sure the option is deactivated.

✨ Email settings are available on the Essentials plan or above. Find more about this feature on Customizing Your Emails.

Move a Review

Sometimes a customer may leave a review on the wrong product by mistake. Instead of removing the review, you can move it to ensure that your products only have relevant content displayed.

  1. Click Reviews in the sidebar menu

  2. Find the product review you'd like to move, click Actions, and click Move review

  3. On the popup, search for the product you're moving the review to and click Select.

    Image 2023-04-05 at 8.09.20 PM

Deleting Reviews

There might be multiple reasons to remove a review instead of hiding it or moving it from one product page to other, that's why we provide an option to help you have total control over your reviews.

  1. Click Reviews in the sidebar menu

  2. Find the product review you'd like to delete, click Actions, and click Delete review

  3. Confirm that you want to delete the review.

    Intercom - Delete a review

πŸ“ Note: Deleting a review cannot be undone once confirmed.

Performing Actions on Multiple Reviews

To perform any of the actions detailed above on multiple reviews:

  1. Check the box at the left of each review or check the box at the top of the page that says 0 selected to select the entire page of reviews

  2. Select your action from the dropdown menu that will appear under the search bar.

    Intercom - Perform actions on multiple reviews

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