Conversations & Reviews Guide

This comprehensive guide will walk you through everything you need to know to manage your online reputation effectively using our Conversations and Reviews tools.

Table of Contents

Section 1: Why Managing Your Online Reputation Matters

Section 2: Conversations & Reviews Overview

Section 3: Conversation & Review Management

• Conversation Types
• Managing your Workflow

Section 4: AI, Automations & Efficiency Tools

• Templates & Bulk Actions
• "Help me to write"
• Spam Detection
• Language Detection
• Sentiment Analysis
• Automatic Replies

Section 5: Conversations Insights

FAQ

Section 1: Why Managing Your Online Reputation Matters

In today's digital world, your online reputation is your most valuable asset. Customer feedback—whether it's a review, a direct message, or a public question—is a direct line to your customers' needs and expectations. Actively managing these interactions is no longer optional; it's essential for growth.

Build Trust and Credibility: Responding to reviews shows that you are an engaged and caring business. 88% of consumers are more likely to use a business that responds to all of its reviews.

Improve Customer Loyalty: Engaging with feedback, both positive and negative, can turn a one-time buyer into a lifelong advocate. Acknowledging a complaint and offering a solution can often reverse a negative experience.

Gain Actionable Insights: Customer conversations are a goldmine of information. They tell you what you're doing right, where you can improve, and what your customers want next.

Boost Your Local SEO: Search engines like Google favour businesses that are active and engaged. A steady stream of positive reviews and timely responses can significantly improve your visibility in local search results.

Section 2: Conversations & Reviews Overview

Conversations and Reviews is your command centre for all customer interactions. While Reviews focuses on your reviews only, Conversations brings together reviews, mentions, messages, comments, and questions from multiple networks into a single, unified inbox, so you never miss an opportunity to engage.

You can find 7 sections in the left-hand menu. We will highlight the Conversations Inbox, but then provide a short overview of all other sections. These will be covered throughout the remainder of the guide.

⓵ Inbox

Your inbox is designed for clarity and efficiency. Take it from the top and start responding right away to all Conversation Types or use filtering options to focus on what matters most at any given moment.

• Filter by Network: Focus on a specific platform, like Google Reviews, Instagram Direct Messages, or Facebook Comments.
• Filter by Rating or Sentiment: Prioritise urgent issues by filtering for negative reviews (1-2 stars) or conversations with Negative Sentiment.
• Filter by Labels: Use custom Labels to track specific topics, like "Product Feedback" or "Urgent Support," to organise your workflow and reporting.

⓶ Spam

Automatically detects and manages unwanted direct messages on Facebook and Instagram to keep your pages clean.

⓷ Automation

Set up rules to replying to, to save time and maintain a 100% response rate.

⓸ Insights

Track and analyse your online reputation with detailed reports on ratings and response times.

⓹ Saved Replies

Create and manage a library of pre-written responses to answer reviews and customers conversations quickly and consistently.

⓺ Notifications

Redirects to Account Settings so you can customise how and when you receive alerts for new reviews, comments, and other important activities.

⓻ AI Tools

Enable AI features like "Help Me To Write" to craft replies, plus automatic sentiment and language analysis.

Section 3: Conversation & Review Management

Let's explore the different types of conversations you can manage. This applies if you only have our Reviews product or our full Conversations suite.

Conversation types

Managing your workflow

Assigning conversations

For delegation and efficiency, assign conversations to any team member. Set up notifications to get desktop or email alerts.

Private Notes

For internal collaboration, add Private Notes to any conversation. These are only visible to your team and are perfect for adding context, assigning tasks, or discussing the best way to respond.

• To use, the conversation text box has a tab called "Note." Simply click on that tab, write a note, then click ''Add note''.
• Be GDPR aware: Your customers have the right to request to view any kind of information you may have stored regarding them, so keep this in mind when writing notes regarding your customers.

Labels

For organizing and structuring, use labels to categorize conversations. This is useful for tracking specific topics, products, or issues, and for filtering your insights or inbox.

Labels work across your account so anyone in your team will be able to use the Labels.

• To use, expand the Labels dropdown. **From there you can choose an **existing Label or create a **new Label. **Be mindful that you must have a Manager role to create or edit.

Efficiency tools

Such as Saved Replies and more.

Learn more below.

Section 4: AI, Automations & Efficiency

Templates & Bulk Actions

Saved Replies

Create and save templates for frequently asked questions or common responses. This saves time and ensures your tone of voice is consistent. You can create saved replies for your whole account or for specific locations.

• To create or manage, navigate to Saved Replies. Write a name and the content and click Add. To Edit, click on the saved reply and the text will show at the top ready for editing. Delete a saved reply by using the X.
• To use, click on the Bookmark icon on the open conversation of your inbox or by starting a sentence with #.

Bulk Reply

Respond to multiple reviews at once. You can filter for specific reviews (e.g., all 5-star Google reviews with no comments) and apply a single saved reply to all of them.

• To use, use a filter or select multiple conversations in your inbox. After selecting, you will be given the options to Assign to, Close or Reply and Close these conversations. When you reply you can type a response, or you can use a saved reply or multiple saved replies by clicking the Reply with Saved Replies tab. Check as many of your saved replies as you wish*. When ready, click through and confirm to send the reply(s).

Automation & AI

AI-Powered Review Replies - "Help me to write"

Use our AI to automatically generate replies to customer reviews. This saves you time and ensures every customer gets a well-written, professional response.

How it works

1. Navigate to the review you want to respond to in your inbox.
2. Click the "Help me to write" button located below the review text.
3. The AI will instantly generate a suggested reply for you.
4. You can edit the draft to add a personal touch or make any adjustments.
5. Once you're happy with the response, post it directly to the review.

Good-to-knows

• The AI automatically detects the language of the original review and generates a reply in the same language. This helps you connect with customers from all over the world.

AI-Powered Spam Detection

Our AI automatically identifies and filters out spam and phishing messages from your Facebook and Instagram Direct Messages. This helps you keep your inbox clean and respond to what matters.

How it works

• Detected spam is automatically labeled and moved to a dedicated Spam folder.
• These conversations are then automatically closed after 30 days.
• If you think that a conversation marked as spam, is not spam or phishing, you can click Not spam and the conversation will return to your inbox.
• You can manually mark a message as spam. it will be moved to the spam folder and be closed after 30 days.
• Once Spam Detection is enabled, any spam or phishing messages will be labelled with the spam banner and moved to the spam folder. The number in the menu to the right of spam shows the number of conversations in the folder.

AI-Powered Language Detection

Our AI automatically detects the language of incoming conversations and reviews. This helps you organise conversations, assign to team members, get customised responses, and ensure your responses reflect the reviewer's language.

How it works

• Once enabled a language will appear in the top of all your conversations if detected.
• If the system is unable to detect a language you can manually select one. This can happen due to insufficient text sample sizes or uncertainty of the detection model. To do so, expand the Languages dropdown and use the search bar to find the desired language.

AI-Powered Sentiment Analysis

Our AI automatically analyses the sentiment (positive, negative, neutral) of the first message in a conversation. This helps you prioritise messages and gain quick insights into customer feedback.

How it works

• Once enabled the sentiment selector will automatically populate and sentiment scores will appear in the dropdown.
• If the system is unable to detect the sentiment or you want to change it you can manually select one.
• The detection only happens for the first message.
• If you feel the sentiment has changed during the conversation you can change it if you wish. Another workflow would be to create a label like "Sentiment changed" or similar and use that to track these.

Automatic Reply Rules for Reviews

Set up rules to automatically reply to reviews from Google, Facebook, and Trustpilot. This saves you time, ensures that every customer gets a response and boosts your ranking on networks like Google.

How it works

• Create Custom Rules: Build rules based on star ratings, the network (Google, Facebook, etc.), and the country of the location. You can also create different rules for reviews with text versus those with no text.
• Use Varied Responses: For each rule, you can create a library of different reply templates. You can also use your saved replies to populate the templates. The system will then randomly select one to post. This makes your responses feel more authentic. We recommend using 3-5 different replies for each rule.
• Full Control: You can pause, edit, or delete your rules at any time. Rules only apply to new incoming reviews, not ones already in your inbox.

How to set up a rule

1. Navigate to Automation in the left menu of the Conversations section.
2. Click Create rule and give it a descriptive name (e.g., "5-star Google Reviews - Sweden").
3. Configure the trigger by selecting the ratings, networks, and locations/countries for the rule.
4. Configure the reply by writing several different responses for the rule to use.
5. Click Save and Activate.

Good-to-knows

1. When you activate a rule, it will not apply to conversations that are already in your inbox, it will only apply to new conversations received after you have activated the rule.
2. Reviews that have been replied to by a rule are automatically closed. You can find them by filtering your inbox for Closed conversations with the condition Replied by a Rule set to "Yes."
3. Reviews with no text can only appear on Google. Facebook Recommendations & Trustpilot Reviews always contain text.
4. On Facebook, positive recommendations are mapped to the 5 stars rule, while negative recommendations are mapped to the 1 stars rule.
5. We recommend that you create rules to send replies in the most appropriate language for your brand in each country that you have locations. For example: you might create separate rules for locations in Sweden and Poland, where the main languages (Swedish and Polish) are different, but use the same rules for locations in the US and UK, where the main language (English) is the same.

Learn more about our Automation & AI tools across our platform.

Section 5: Conversations & Reviews Insights

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Conversations & Review Insights - Overview

You can view your reputation insights in a few different areas of the product.

Listings

• Your reputation insights are shown a few places in our Listings product, such as average rating and response rate.
• Please check our Listings guide to see what is provided.
• Note that the data may differ between Listings and Conversations & Reviews. Learn more below.

Conversations & Reviews

• Performance Insights: This pages shows the number of new conversations received and some metrics that measure your team's output.
• Reputation Insights: This page shows your most important reputation insights, such as your customer rating and how this has changed over time.

Performance Insights - Conversations & Reviews

New Conversations by Type

• The number shows the total amount of conversations by type in our Conversations product for the selected period.
• It compares the amount of new conversations had during the previous period of 'x' days to the currently selected period of 'x' days.
• The line graph shows the total amount of conversations per day for the selected period.
• The graph is stacked, so that the top line shows the total of all conversations.

Team Performance Summary

• The table displays the number of conversations that each team member replied to, closed and had assigned to them for the selected period.
• It can be sorted by each column by clicking the header.

Conversations Replied to

• The number shows the total amount of conversations that have been replied to in our Conversations product for the selected period.
• It compares the amount of conversations that have been replied to during the previous period of 'x' days to the currently selected period of 'x' days.
• The bar graph displays the total amount of conversations that have been replied to in our Conversations product per day of the selected period.

Closed Conversations

• The number shows the total amount of conversations that have been closed in our Conversations product for the selected period.
• It compares the amount of conversations that have been closed during the previous period of 'x' days to the currently selected period of 'x' days.
• The bar graph displays the total amount of conversations that have been closed in our Conversations product per day of the selected period.

Median First Response Time

• The number shows the median first response time for the selected period.
• It compares the median first response time during the previous period of 'x' days to your currently selected period of 'x' days.
• The bar graph displays the median first response time per day for the selected period.

Median Time to Close

• The number shows the median time to close a conversation for the selected period.
• It compares the median time to close a conversation during the previous period of 'x' days to your currently selected period of 'x' days.
• The bar graph displays the median time to close a conversation per day for the selected period.

Reputation Insights

Average Rating

• Across all networks: A number that indicates the average rating on Google, Facebook, and Trustpilot (if connected) for the selected time period. Facebook is scored so that a “Yes” recommendation scores 5, while a “No” scores 1.
• Per network: A number that indicates the average rating for that network for the selected time period. An additional number highlights the trend (positive or negative) compared to the previous period (e.g. selecting 30 days will show how your rating changed from the prior 30 days).

Reply Rate

• A chart that shows the review reply rate for the selected time period.
• It breaks down reply method: Reviews answered manually (by a human, either in bulk or individually), answered with auto-reply, as well as unanswered reviews.

Rating Distribution

• A chart that displays customer ratings from 1 to 5 stars across Google, Facebook, and Trustpilot (if connected) for the selected time period. Again, Facebook is scored so that a “Yes” recommendation scores 5, while a “No” scores 1.

Location Rating Summary

• A table that summarises location performance across Google, Facebook, and Trustpilot (if connected) for the selected time period.
• It includes metric highlights like rating, response rate, and the number of reviews, helping to track and compare reputation trends across locations.

FAQs

Q: What is the medium time for PinMeTo Conversations to show a new conversation in the list?

A:

• Google Review - Up to a few minutes
• Google Question & Answer - up to 12 hour delay
• Google Direct Message - A few seconds
• FB Recommendation - A few seconds
• Facebook Comment - A few seconds
• Facebook User Post - A few seconds
• Facebook Direct Message - A few seconds
• Instagram Comment - A few seconds
• Instagram mention - up to 24 hours delay
• Instagram Direct Message - A few seconds
• Trustpilot Review - up to 60 minutes delay

Q: How long it will take for conversations to start showing up after a directory has been enabled in Conversations?

A: It takes up to 24h.

Q: How far back do we fetch conversations after a directory has been enabled in Conversations?

A: 30 days, however, anything older than 3 days will be closed automatically except Google Q&A where we do not close them at all.

Q: When saving filters in Conversations, is it possible that one person add filters that everybody that works in Conversations can see or are they personal?

A: They are all personal.

Q: Why do some Google reviews appear translated in Conversations?

A: All translation are done from Google's side and we do not translate anything ourselves. Google Maps automatically translates reviews based on your interface language of the GBP account.

Q: Can I remove a negative review?

A: You generally cannot remove a negative review unless it violates the network's content policy (e.g., it's fake, spam, or contains inappropriate content). In such cases, you can report it to the respective network.

Q: What’s the difference between a mention and a tag on Facebook?

A: A mention is when someone includes your page's name in their post or comment. A tag is when someone links your page to a photo or video. Both will appear in your Conversations inbox.

Keywords

Online reputation management, Respond to reviews, Customer engagement, Social media conversations, Review analytics

Updated on: 04/11/2025