Goals and Outcomes
Shopper reviews are a vital part of the sales cycle. To fully leverage their impact, merchants need the ability to comment on and respond to reviews.
Commenting enriches the review experience by allowing merchants to address feedback, engage with customers, and properly moderate incoming reviews.
You can choose to reply privately to the reviewer or publish your comment alongside the review.
In this article, you will learn how to comment on reviews, manage comment settings, and customize comment display and notifications.
Feature Overview
Public - Published to the website. Everyone who visits the product page will see the review and comment.
Private - Not displayed on the website. The reviewer will see the comment via email.
Note
Regardless of how the comment is submitted, the reviewer will receive an email notifying them that a comment was made on their review.
If you have auto-publish set up, privately commenting on a review will not prevent it from being published 14 days after it was submitted by the customer. To learn about auto-publishing, go to Auto-Publishing Reviews
Getting Started
You can comment on your reviews from two different locations:
Directly through the review notification email
From the Yotpo Reviews Moderation section. To comment from here:
From your Yotpo Reviews main menu, go to Reviews > Moderation.
Browse for the review you want to comment on. You can use the filters to narrow down your search.
Under the relevant review, click Comment.
Note
By default, the comment will be published on your site and an email will be sent to the customer. If you want to only send an email to the customer without publishing your comment, make sure to toggle on the Send as private message setting.
4. When you're done writing your comment, click Send.
Feature Process
Generating Comments with AI
Available for
Yotpo Reviews Prime, Premium, and Enterprise plans
Reviews written in the English language
Reduce the time and effort spent on writing comments by using the power of AI to generate personalized comments.
You can choose from three tones of voice when generating your comment: friendly, professional, or playful.
The generated comment will be based on the content of the review, the star rating, the review sentiment, and whether you want your comment to be private or public.
You can also edit the suggested text to make it more personal and better reflect your brand’s voice.
Adding Links to Comments
Direct customers to other product pages, shipping information, UGC galleries, or any other resource by adding hyperlinks to your comments.
To add a link when responding via Moderation or email, format the text as follows:
[desired text between brackets](desired URL between parentheses)
Example:
[my clickable text](https://www.yotpo.com/)
Note
The URL must begin with http:// or https://.
Editing Comments and Comment Status
You can edit a comment at any time, change its visibility (public or private), or delete it.
To edit a comment:
In your Yotpo Reviews main menu, go to Reviews > Moderation.
Locate the comment you want to edit.
Click Edit.
Make your desired changes:
Select Public or Private from the visibility dropdown (if needed).
To delete the comment, click Delete.
Click Done to save your changes.
Note
Not all emojis are currently supported by the Comments feature. Using an unsupported emoji may prevent the comment from posting.
Customizing the Comments Settings
Here you can edit the following:
Adding/Editing a Name
From your Yotpo Reviews main menu, go to Emails > Comment Emails.
Under General Settings, add or edit the name you'd like to appear on-site when you comment.
Click Save Changes.
Adding/Deleting an Avatar
From your Yotpo Reviews main menu, go to Emails > Comment Emails.
Under General Settings, upload or remove the image you'd like to use as your avatar.
Click Save Changes.
Enabling/Disabling the Comment Display Mode
From your Yotpo Reviews main menu, go to Emails > Comment Emails.
Select the Display comments in expanded mode checkbox.
Comments can appear expanded or collapsed on your website.
You can preview the difference on the right-hand side of the page.
Click Save Changes.
Customizing the Comment Notification Email Settings
You can customize the notification email that will be sent to customers when you comment on their review.
To customize the comment notification email:
From your Yotpo Reviews main menu, go to Emails > Comment Emails.
Select the Email Settings tab.
You can edit the following elements:
Email subject
Body
Footer
Shortcodes
Enable/disable Promoted Products
If enabled, promoted products will appear at the bottom of the email.
Click Save Changes.
You must save before previewing your edits.
Sending a Test Email
You can send yourself a test email to preview how the notification appears in an email client.
For more information, see Sending Test Emails.