Getting Started
Open SMRT → go to the Marketing Module → click Review in the navigation panel. The Review Generation dashboard will display.
The Dashboard at a Glance
The dashboard has three main areas:
Review Campaign Summary: Shows your campaign name, messaging type, status, and dates. Click View to open detailed analytics.
Review Metrics: Visual analytics filtered by date range and location. Use the dropdowns in the top right to adjust the view.
Reviews List: Individual customer reviews with Reply buttons. Filter by reply status (All / Replied / Not Replied) or by star rating.
Analytics Tabs
Reviews & Ratings
Shows your overall average rating, total review count, and a bar chart of review volume over time. Toggle between Review Count and Avg Rating to switch chart views. Hover over any bar for a breakdown of star distribution for that period.
Location Rank
Shows review count and average rating broken down by business location. Useful for multi-location businesses to spot which locations need attention.
Replies
Tracks your reply rate (% of reviews responded to), total replied count, and reviews still awaiting a response. Hover over any time period in the chart to see the breakdown.
💡 Best practice: Aim to reply to 100% of reviews, especially negative ones (1–3 stars). High reply rates improve your reputation and encourage more customers to leave reviews.
Replying to a Review
1. Find the review in the Reviews list and click Reply.
2. A text box will expand — type your response or click + Reply with AI to generate a draft.
3. Click Post to publish or Cancel to discard.
Auto-Reply Templates
Auto-reply templates let the system respond to reviews automatically based on your criteria, saving time while keeping customers engaged.
To access: open your Review Generation campaign → scroll to Auto-Reply Templates → click Add New Template or the pencil icon to edit an existing one.
Template Setup
Template Name: Descriptive internal name, e.g. "Negative with Comment" or "Positive without Comment"
Enable Auto Reply toggle: Turn ON to activate, OFF to save without activating
Ratings filter: Select which star ratings (1–5) trigger this template
Locations filter: All locations by default, or select specific ones
Review has Comments: Yes = only triggers if the customer left written text. No = only triggers for rating-only reviews.
Reply Messages
Add multiple message variations per template — the system rotates through them to avoid repetitive responses. Click + New Reply Message to add more. Use + Reply with AI to generate drafts. Write in your brand voice and vary the wording across slots.
Click Save when done. The template will appear in the list with a summary of its configuration.
Troubleshooting
Reviews not showing: Check the date range filter — expand it to include the review dates
Can't see a specific location: Use the Location filter dropdown to select the correct location
Auto-reply not sending: Verify the template toggle is ON and the filter criteria match the review (rating, location, comment presence)
Reply button not working: Refresh the page and confirm you have the correct permissions
Metrics showing N/A: Not enough data yet — allow more time for collection