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 reject review

  • okendo reply to review

Okendo: Public review reply / Publish

  • okendo publish review

  • okendo reply to review

  • okendo reply visible to shoppers

Okendo: Private review reply / Publish

  • okendo publish review

  • okendo reply to review

Insert a Gorgias macro to send information back to Okendo

  1. Log into Gorgias.

  2. Open an Okendo Reviews ticket.

  3. Select one of the 3 pre-made macros.

  4. Type your reply to the customer.

  5. 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.

  1. Log into Gorgias.

  2. Open an Okendo Reviews ticket.

  3. Click the + button at the top of the ticket to add a tag.

  4. Type "okendo" in the search bar.

  5. Select a tag in the list.
    Gorgias automatically adds the tag to the ticket.

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