Managing Flagged Reviews (Restoring & Archiving)
- Gabrielle Pollack
Flagged reviews require careful consideration and appropriate action to maintain the integrity of our platform. Admins and, in some instances, account/organization managers hold the responsibility of managing flagged reviews. This document explains how flagged reviews are managed, including steps to restore or archive a review.
Viewing Flagged Reviews
There are two ways for admins to manage reviews. Platform-wide, admins can view and manage flagged reviews in the Abusive Reviews Management section. For a more dialed-in approach, flagged reviews can be viewed by account managers, organization managers, or admins in Reviews Management within an enterprise account using filters.
Within an Account
Within an account, both organization and account managers, along with admins, can view and manage flagged reviews within the account. Accessible within the account's dedicated Reviews Management section, this functionality ensures that managers and admins can actively participate in the review moderation process within their specified scope of responsibility.
Navigate to the Reviews Management page and utilize the filters on the left side of the page.
Specifically, check the checkbox labeled "Flagged Reviews" to narrow down the displayed reviews to only those that have been flagged.
In Abusive Review Management
Admins can efficiently review flagged reviews by accessing the Abusive Reviews Management section from the Admin console's left navigation menu. This centralized location provides admins with a comprehensive overview of flagged reviews across the entire platform, allowing for a systematic and thorough review process.
Log in to your admin profile: https://api.experience.com/auth/google_oauth2
Use the navigation menu on the left side of the page to select Abusive Reviews Management.
Restoring Flagged Reviews
These instructions apply to admins, account managers, and organization managers.
On a flagged review that should be restored to the professional’s profile, click on the red-colored flag. This should open a menu on the right side of the page to manage the flagged review.
When the menu expands from the right side of the page, review the reason the review was flagged, and any relevant information about the reporter.
When it is determined the review should be restored to the professional’s profile, select the radio button next to the Restore option. Then, enter a reason the review is not being archived as requested by the reporter.
Take note of TWO important callouts on your screen before submitting the review for restoration:
Once a review is restored, it cannot be flagged again.
The platform provides a call-out that indicates whether auto-reply is currently enabled or disabled for the specific campaign from which the review originated. If auto-reply is enabled, the flagged review, upon restoration, will seamlessly transition into the auto-reply queue.
When you are ready to restore the review, click the blue Submit button.
Upon restoration, the review is reintegrated into the professional's profile, ensuring that visitors can once again view the content. The review will be reinstated into any rankings or calculations it was part of before being flagged, contributing to an accurate representation of the professional's overall feedback. As noted in the call-out while restoring the review, if the review originated from a campaign with auto-reply enabled, it will enter the auto-reply queue, aligning with the campaign's configured settings for automated responses.
Modifying a Swear Word Before Restoring a Flagged Review
The Experience.com system employs automated detection to identify reviews containing inappropriate language, including swear words. When such language is detected, the review is flagged, and administrators can modify the flagged word to ensure the review's appropriateness for a broader audience.
For example, if a customer enthusiastically uses a swear word to express their positive experience, administrators can replace most letters with asterisks, retaining the review's context while making it suitable for all audiences.
To modify a flagged word within a review, click the pencil icon to the left of the flagged review icon.
When modifying detected swear words in reviews, administrators should replace most letters with asterisks, retaining only the first (or first and last) letter, to ensure the content remains authentic while adhering to a standard for broader audience suitability.
Once the word has been modified, click the blue Submit button.
After submitting the change to the flagged word, you must restore the review by entering a reason for restoration. Follow the steps above to restore a flagged review.
Archiving Flagged Reviews
These instructions apply to admins only.
On a flagged review that should be permanently removed from a professional’s profile and archived, click on the red-colored flag. This should open a menu on the right side of the page to manage the flagged review.
When the menu expands from the right side of the page, review the reason the review was flagged, and any relevant information about the reporter.
When it is determined the review should be permanently removed from the professional’s profile, select the radio button next to the Archive option. Then, enter a reason the review is being archived as requested by the reporter.
When ready to archive the review permanently, click the blue Submit button.
Archiving a review is a permanent action, and once a review has been archived, it cannot be restored. However, managers can gain insights into the archived reviews by navigating to the Reviews Management section and using the filters to display only archived reviews. In this dedicated view, managers can access details such as the reason for archiving and information about the individual who performed the archival action.