Ultimate Setup Guide
You’ve got the basics down — now it’s time to unlock everything Repuva can really do.
This guide walks you through the advanced setup and pro tips that most businesses never discover. Work through these steps once, and Repuva will be working hard for your reputation around the clock.
Setup AI Review Assistant
AI review assistant allows you to set up a few questions that your customer can answer, and AI will write a review on their behalf based on their experience & service they consumed.
- Go to Review Tools > Feedback Forms and select your desired form.
- Select the Content & Flow tab and turn on AI Review Assistant.
- The AI review screen will look something like this, and you can customize the title & description if you want.
- After that, you have to define the tone of the review. Casual is recommended & suits most of the review sites like Google, Facebook etc.
- Describe your business, specialities, etc, and let AI generate questions based on that.
- Customize questions & answer options to tune perfectly to suit your business & the service you’re offering.
- Add SEO keywords that AI will naturally infuse in customer reviews, which will help your business improve its rank on similar keywords.
- Prioritise single-choice questions as they are quick & easy to answer.
- Add questions that the customer can relate to their experience.
- Avoid adding too many questions that the customer will get bored & leave the form.
Automate adding customer/invitee
There are two ways to automate adding customers. It can be done via the BCC email method or via API automation.
- To automate via BCC method, you need to click on Send Invites > Automation > Invite via BCC Email.
- Select your campaign from the dropdown (It is only visible if you have more than one campaign)
- Copy the unique Email address and add it to your system emails BCC field. i.e., order confirmation email, invoice email, etc.
Repuva should now be receiving copies of your customer emails and automatically adding them to the selected campaign.
Limitations
Only the customer’s email is added as a contact, and you can’t use the customer’s name for personalization of the message.
- To automate via API method, go to Settings > API & Webhooks > Create API token.
- Make sure the token has this permission selected: “View, create, edit, and delete request“
- Copy campaign UUID from Send Invites > Create Automation > Send invites via API
- Make “Post” request on this endpoint “https://app.repuva.com/api/v1/request-reviews/campaigns/{campaign}/invite“
Replace {campaign} with your campaign UUID
Note: For detailed instructions, check our API documentation.
Setup Auto Respond
It is used to automatically reply to customers’ reviews with AI. It helps improve the response time and engagement of your Google profile; which plays a crucial role in improving your search rankings.
- Go to Auto Respond > Create New Rule
- Select rating filter, prompt, wait time, or approval setting, and save the rule.
Tips:
- We recommend creating different rules for positive & negative reviews.
- Create your own prompt trained on your business structure and response style for better quality responses.
- Check AI response quality by manually clicking Reviews > Respond. and find out which prompt works best for you.
Turn On Notications & Reports
We know notifications are on by default, but you can also set up multiple Emails or a Slack channel to receive them.
- Go to Settings > Notifications to create or modify notifications.
- Similarly, for Reports, go to Reports and schedule weekly, bi-weekly, or monthly summary reports, which get delivered right in your inbox so that you can monitor progress on the go.
Connect your custom Email Address
Advanced users can connect their domain to send email review requests from their brand email addresses, e.g. [email protected]
- Go to Settings > Email
- Enter your domain, which is used in your brand email. i.e., royalhotel.com for email [email protected] and click on the save button.
Note: If the next screen doesn’t load automatically refresh the page.
- Copy the given DNS records and add them to your domain DNS settings, and click on verify.
Note: It may take a few minutes to update DNS records globally.
- Go to Request Reviews > Select your campaign > Campaign Setting
Add your ‘From Email‘ & ‘From Name‘ that will be used in that campaign and click on Save.
Experiment with Messages & Timing
Each industry is different, and no one setup fits all. It’s always advisable to customize the review request message to suit your business or the service you provide.
- Personalize message with different variable tags i.e., customer name, location name, etc.
- Keep it concise so that the customer can read it in the first few seconds.
- Experiment with different angles & tones. In some industries friendly tone may perform better while in others professional tone.
- Instant vs Delayed requests! Generally, it’s advised to send review requests as soon as the service is complete, but in some cases, a cool-down period of 1-2 days may perform better.
- Working hours vs non-working hours, create two identical campaigns with different schedule window & see which gives better conversion for you.
The Recovery Campaign
Don’t rely on just a single campaign; sometimes the customer wasn’t in that zone to leave a review, it doesn’t matter what your message or follow ups.
For those contacts, you can run a single-step recovery campaign after 6 or more months with a completely different message that reminds them of a good experience of your service.
Using different QR for different positions
You can create multiple QR codes for different places in your business. For example, a hotel can place different QRs at the front desk, rooms, lobby, food court, etc., while a clinic can place them at the front desk, waiting area, patient medical record file, etc.
There is a wide range of possibilities depending upon business & industry. One such interesting use case in the restaurant industry is where a Different QR-based NFC card is allotted to each server, and one who collects the most reviews in a month gets rewarded by owners.
Why different QRs?
It helps you get a better analysis which section is doing good work, where customers are more frustrated, etc.
The NFC technology
NFC is the latest buzz in the market, which lets your customers just tap & review, without the need to scan the QR.
To achieve that, you can purchase customized NFC-based QR stands or cards and connect them with QRs generated on Repuva to combine both technologies.
