Replies

Your team can reply once to each review. A public reply shows under the review on your store. A private reply reaches the reviewer by email only. Reply as your company or as yourself, from your own words or from a reply Cevoid suggests.

Navigate to Reviews → Product reviews⁠ or Reviews → Company reviews⁠ and open a review to reply to it.

Each review gets one reply, public or private. Once a review has a reply, its Reply button is gone.

• Who it's from: Your workspace, shown as Company, or you, the team member who is signed in. Replies can't be sent in another team member's name.
• What you can't change: A reply can't be deleted, switched between public and private, or followed by a second reply
• Where it's logged: The review's Activity shows who sent the reply and how it reached the reviewer: Visible to shoppers, Visible to shoppers, emailed, or Private email

Reply emails go out through a flow: Reply to a Product review for product reviews, and Reply to a Company review for company reviews. Each one sends both the public reply email and the private reply email. Without a live reply flow for a review type, its private replies can't be sent, and Email the reviewer can't be turned on for its public replies.

1. Navigate to Settings → Flows⁠
2. Click Reply to a Product review or Reply to a Company review under Suggested flows
3. Click Add flow. The flow opens in the editor as a draft.
4. Click Publish flow

A suggested flow's card is gone once your workspace has that flow: open it from the list of flows instead. A review without a live reply flow also says so under its reply box. Click Set up the reply flow there to add the flow, or Publish the flow to open the draft you already have, then click Publish flow in the editor. The flow uses Cevoid's reply emails: to change what they say, see Review emails. Each reply email it sends shows in Outbox.

The reply box starts from your reply defaults in Settings → Reviews → Moderation⁠. By default, that's a public reply from your workspace (Company), without an email to the reviewer. Change them for each reply.

1. Navigate to Reviews → Product reviews⁠ or Reviews → Company reviews⁠ and open the review
2. Click Reply under Activity
3. Optional: Click the author at the top of the reply box and select who the reply is from
4. Optional: Click the reply method and select Public or Private email
5. Optional: Enable Email the reviewer in the same menu to also email a public reply
6. Enter your reply
7. Optional: Click Translate to translate your reply into the language the reviewer wrote in
8. Click Send reply

The reply method says what happens when you send: Visible to shoppers, Visible to shoppers & email, Private email, or Private · needs a flow. An option you can't use explains why, such as A public reply needs the review to be published. When your default method can't be sent, the reply box starts on the other one.

Before sending, Cevoid checks the language of your reply. If it isn't the language the reviewer wrote in, Send without translating? asks whether to Translate and send or Send anyway.

Cevoid can suggest which reviews need a reply and draft one for you. It does while the Replies function in Settings → AI & Agents → Reviews⁠ is set to Suggest, the default. See Reviews AI.

• Which reviews: Reviews that Cevoid thinks need a reply show Reply suggested in the review list, until they get a reply
• The draft: When you click Reply on such a review, the draft fills the reply box, with the method Cevoid suggests. Hover over the method to see why. If that method can't be sent, it shows as unavailable and the box starts on your default.
• The language: Cevoid writes the draft in the reviewer's language, in the voice you describe in Settings → AI & Agents → Brand voice & tone⁠. While you're reading the review's translation, the draft shows in your language, and Cevoid offers to translate it when you send.
• Your choice: Edit the draft like any reply, or click Remove suggestion to clear it. Nothing is sent until you click Send reply.

In the review's Activity, a reply sent from a draft is marked Written by Cevoid Agent, or Edited from a Cevoid Agent draft when you changed it.

Edit a public reply to change what shoppers read under the review.

1. Navigate to Reviews → Product reviews⁠ or Reviews → Company reviews⁠ and open the review
2. Click the pencil icon on your reply in Activity
3. Enter the new text
4. Click Save changes. Activity shows that the reply was updated.

• Only public replies can be edited, and not once Cevoid has emailed them to the reviewer
• Editing changes the text only, not whether the reply is public, and it never sends a new email
• A reply sent as a team member is signed by whoever saves the edit

Published reviews rated 2 or below that have no reply, public or private, show up in Things to do on Reviews → Overview⁠, as low-rated product reviews unanswered or low-rated company reviews unanswered.

1. Navigate to Reviews → Overview⁠
2. Click Reply on the row. The Published tab opens, filtered on 1 and 2 stars and No reply.
3. Open a review to reply to it. A review with a reply no longer counts in the row.

To find any review without a reply, filter a review list on Has reply and select No reply. See Filter reviews.

• On your store: A public reply shows under the review as Reply from and the name it was sent as, with its date. Review widgets show replies on Detailed cards with Your reply on: see Review widget settings.
• In every language: Cevoid translates public replies along with the review into each market's language. When a shopper clicks Show original, the reply switches to the original too.
• By email: The reviewer gets an email with your reply, for a private reply and for a public reply with Email the reviewer on. For what it says, see Review emails.