How do Review Filters Work in ProManage?

The Review Filters in ProManage help you quickly sort and analyze reviews based on specific criteria. This ensures that businesses can focus on the most relevant reviews for customer engagement, service improvement, and team workflows.

Filters can be applied individually or in combination, and they are categorized into the following types:

1. Review Type
2. Response
3. Ratings
4. Sentiment
5. Attributes
6. Response Type
7. Ticket Status
8. Source
9. Response Source

Note: If you click on the Clear All button, all applied filters will be removed, and only the default filters will remain.

1. Review Type

Review types allow you to filter reviews based on their format or customer action.

1. Rating Only - Reviews containing only a star rating without text.
2. With Review Text - Reviews that include both a star rating and text.
3. Edited - Reviews that customers have updated or modified (from Google).
4. All - Includes all review types.

2. Response

This filter organizes reviews based on whether the business has responded.

1. All Responses - Shows both replied and unreplied reviews (default option).
2. Replied - Reviews with a business response.
3. Not Replied - Reviews that have not yet received a response.

3. Ratings

Filter reviews by the star rating given by customers.

1. Ratings range from 1 star (lowest) to 5 stars (highest).
2. Multiple ratings can be selected at the same time.

4. Sentiment

Sentiment represents the emotional tone of a review, as analyzed by AI.

1. Positive
2. Negative
3. Neutral

Note: Sentiment is calculated using both the star rating and the text content of the review.

5. Attributes

Attributes highlight the key aspects of a customer’s experience.

1. Standard business attributes include:
2. Service
3. Cleanliness
4. Staff
5. Price
6. Overall (general sentiment of the review)

Custom Attributes:

If your business has custom review attributes, they will also appear under the filter panel. Attributes are bifurcated into:

1. Actively Mapped - Currently enabled attributes mapped with new reviews.
2. Previously Mapped - Attributes that were once active but are no longer enabled.

6. Response Type

This filter helps identify how reviews were responded to:

1. Template-Based Rule - Automated replies using pre-defined templates.
2. AI-Based Rule - Automated replies generated using AI.
3. Manual AI - Smart replies generated manually via AI.
4. Manual - Responses written manually by a user.

7. Ticket Status

Reviews may be tied to tickets for resolution. Filter reviews based on ticket progress:

1. New - Recently created tickets.
2. In-Progress - Tickets currently being worked on.
3. Closed - Fully resolved tickets.
4. Resolved - Issues solved but awaiting final confirmation.
5. On Hold - Suspended tickets.
6. Junked - Rejected tickets.

8. Source

The source filter identifies the platform from which the review originated.

1. Default source: Google.
2. If integrated with multiple platforms, you can switch between sources to view reviews accordingly.

9. Response Source

Shows the platform used to post the business response.

1. All - Includes responses from all sources.
2. ProManage - Displays reviews responded to directly from ProManage.
3. Others - Displays reviews responded from external platforms.

Make sure to hit "Apply" after selecting required filter options.

With Review Filters, ProManage empowers businesses to organize, prioritize, and respond effectively to customer reviews-helping you improve customer engagement and streamline operations.