Work Review Cases in the Console

1. 1

   Go to ConsoleFeedback, open Public reviews and select Cases.

2. 2
   Choose Open, Overdue, Mine or Closed, and select a case.
3. 3
   Under Owner, choose someone who replies to reviews, set Due, and select Save owner and date. They hear of it.
4. 4
   Add A note for your team and select Add the note.
5. 5

   If the customer allowed messages, select Message the reviewer to write to them. Their answers show under The Private Conversation.

6. 6
   When you've done something about it, select Action taken. Select Close when you're done, or Open again if it comes back.

To start a case yourself, find the review on Overview and select Work it as a case.

Good to Know

• A case opens by itself for a review of 1 or 2 stars, a review changed to 1 or 2 stars after it was published, and a review about something serious, such as safety, whatever its stars.
• The Customer's Answer is theirs alone: only they say whether it was sorted out, and only they choose whether readers see it. Closing a case never speaks for them, and nothing here changes their stars.
• A customer's few words under their review show once Agoo has checked them, as it checks reviews.
• You can send up to 3 messages about one review. Without an answer, the next waits a week; once the customer answers, you can write back straight away. The customer's own messages never count against you.
• Site admins see the cases at their own sites' branches. Every change is in the case's history and your audit trail.
• Cases are free on every plan. The page updates by itself when someone else changes a case or the customer answers.

If Something Goes Wrong

• "Only someone in your organisation who replies to reviews can own a case." Choose an Owner, Admin or Site admin.
• "You can send another message about this review from…" The customer hasn't answered your last message yet. Wait, or take action without writing.
• There's no Message the reviewer button. The customer didn't allow messages about this review, or stopped your messages. Reply publicly instead.
• "Your page on Agoo Reviews isn't listed yet". Cases start once your page is open.