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Integrating Yotpo

Our Yotpo integration allows you to moderate and reply to product reviews from within Richpanel. You can easily manage the reviews with minimal effort. 

Here is how Richpanel makes it simple for you: 

1.User reviews from Yotpo appear in your Richpanel inbox as an index card with all the relevant information such as the product name, rating, order number, customer details, along with the full text of the review. 

2. With just a single click, agents can either publish or unpublish the review. They can also choose to send the response to the review as a ‘Direct reply’ or a ‘Public reply’. The review & reply are automatically posted on Yotpo once the agent clicks on ‘Publish review and send’.   

3. Once the review card is handled, a context card appears which includes details about the action taken, reply given, agent name, and time of reply. 

You will need to enable ‘helpdesk integration’ from within Yotpo and have the emails sent to your Richpanel helpdesk to get started with this. 

Once the integration is done, you will no longer need to switch to Yotpo to read and respond to your product reviews. You can do all of it from your Richpanel inbox. 

 

How to enable Help Desk Integration in your Yotpo Account?

Follow these steps to integrate your existing help desk with Yotpo:

  • Click Moderation
  • Click Help Desk
  • Toggle on the Activate Help Desk integration switch
  • Enter the Help Desk email in the Help Desk Email field. It should be your Help Desk account email address. 
  • Click Send Test to send a test email to the address you entered in the Help Desk Email field.
  • Click Save Changes and that’s it.

A quick walk-through around the functionalities

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  1. Activate Help Desk Integration: To turn help desk integration on or off.
  2. Help desk email: The help desk address that the emails are sent to.
  3. Maximum star rating for escalating reviews: Escalate reviews with this rating or lower.
  4. Auto-escalate reviews containing profanities: Automatically escalate reviews containing profanities to the help desk regardless of star rating.
  5. Auto-escalate questions from customers: Automatically escalate questions from customers.
  6. Auto-escalate replies from past customers: Automatically escalate replies from past customers to questions.
  7. Save changes: Save changes to the configuration.
  8. Send Test: Send a test email to the Help desk email.
  9. Preview: Show the preview in full-screen mode.

How does help desk integration work?

  • A customer writes a product review or asks a question.
  • This escalated review or Q&A receives a unique “reply-to” email address (for example reply‑01fe0aac6c504f121bcb70e17a6af129@yotpo.com).
  • The escalated review or Q&A is forwarded to the Help Desk address that you define.
  • By replying to the emails and adding text to the appropriate text sections, you can perform actions without leaving the Help Desk system. For example, Help Desk users can publish the review, comment on a review, or answer a question.
  • When you comment or answer, the reviewer/asker receives an email with your reply.

Responding to a customer review

  • Copy the entire content of the ticket into the Public Reply field.
  • Edit the content as follows:
    • To make a private comment, enter the comment in the text below: Write below this line to comment in private
  • To make a public comment, enter the comment in the text below: Write below this line to comment in public
  • To publish the review, enter Yes below “Publish the review yes/no“, otherwise enter No.
  • Click Submit

Responding to Q&A

  • Copy the entire content of the ticket into the Public Reply field.
  • Edit the content as follows:
    • To make an answer private, enter the comment in the text below Write below this line to comment in private
    • To make an answer public, enter the comment in the text below Write below this line to comment in public
    • To send the question to past shoppers, so they can answer, enter Yes below “Send the question to past shoppers yes/no“, otherwise enter No.
  •  Click Submit in your Help Desk

 

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