How to set follow-up status on a review and assign it to a team member for follow-up
The follow-up feature makes it easy to track where you are in the follow-up process for each review, as well as assign follow-up to team members.
This is an important part of responding to reviews in an organized way.
There are five possible follow-up states:
- None: The default follow-up state
- Attention: The system automatically sets this on reviews with ratings of ≤ 3-stars and ≤ 6/10
- Open: You or a team member is currently following up with the reviewer
- Closed: Follow-up is complete
- Ignore: No need to follow-up
You can change the follow-up status as you follow-up with each reviewer.
To assign follow-up to a team member, click the "Assigned to" dropdown and select another user:
A modal will appear where you can compose a message and send it along with the assignment:
This message will be sent to the user's email address and will also appear in their Notification Center.
Once a review has been responded to and all follow-up is complete, you (or the assigned team member) can change the follow-up dropdown to Closed.
PRO-TIP: Apply a filter (at the top of the "Reviews" page) to quickly find reviews with a follow-up status of Attention or Open. In this way you can easily make sure that no reviewer slips through the cracks!