When a customer submits a review that meets the rating threshold or negative sentiment you established during integration, Gorgias automatically creates a ticket for it. You can then use pre-made Gorgias macros with Okendo tags to moderate these reviews and send that information back to Okendo.
In this article, you'll learn about:
Before you begin
Before you can begin moderating or replying to your Okendo reviews in Gorgias, you need to update your Gorgias-Okendo integration. Click here to learn how to do this.
Pre-made Gorgias macros with Okendo tags
A macro in Gorgias allows you to automate your work by using pre-made responses for specific actions. We've created macros in Gorgias to automate the actions taken to moderate or reply to an Okendo review. Our pre-made macros allow Gorgias to pass those actions back to Okendo using the Okendo tags added to the macros.
You can use these pre-made Gorgias macros to manage tickets and send the information back to Okendo:
Macro name | Okendo tags added to macro |
Okendo: Private review reply / Reject |
|
Okendo: Public review reply / Publish |
|
Okendo: Private review reply / Publish |
|
Insert a Gorgias macro to send information back to Okendo
Log into Gorgias.
Open an Okendo Reviews ticket.
Select one of the 3 pre-made macros.
Type your reply to the customer.
Click Send.
Add one-off Okendo tags to a reply
You can add one-off Okendo tags when you manage Okendo review tickets in Gorgias. Depending on which tag you add determines what information Gorgias sends back to Okendo about a review.
Keep in mind that you can use these tags without adding a macro to the ticket:
okendo publish review
okendo reject review tags
Click here to learn more about Okendo tags in Gorgias.
Log into Gorgias.
Open an Okendo Reviews ticket.
Click the + button at the top of the ticket to add a tag.
Type "okendo" in the search bar.
Select a tag in the list.
Gorgias automatically adds the tag to the ticket.
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