Review moderation

Every review has a status: Pending, Approved, or Rejected. Only approved reviews appear on your storefront. For each review group you decide whether new reviews wait for you or are approved automatically by their star rating, and you change statuses from the Reviews page.

Review statuses

You can move a review between any of the three statuses at any time.

Choose a moderation rule for a group

The rule decides how new reviews are handled when customers submit them. Each review group has its own rule.

1. In the Toki app, click Reviews in the left navigation.
2. If you have more than one review group, click the group's tab at the top of the page.
3. In the Settings card, click Edit.
4. Scroll to the Moderation card and pick a Rule.
5. Click Save in the bar at the top of the page.

When you switch a group to Auto-approve by rating, the minimum is set to 3 until you change it. Back on the Reviews page, the Settings card shows the active rule under Moderation: Manual, or Auto-approve rating >= 4 with your own minimum.

If the group is part of your Google Product Ratings feed, the feed setup checks point out groups that auto-approve by rating and remind you to keep reviewing and publishing valid lower-rated reviews. See Google Shopping reviews.

Find reviews waiting for you

The Reviews page opens on the Pending tab, so your queue is the first thing you see. Switch between All, Pending, Approved, and Rejected with the tabs above the table.

Pending counts stay in view:

• With more than one review group, each group's tab shows its pending count in parentheses, for example Reviews (3).
• With a single group, a 3 pending badge appears next to the group name.

The counts refresh about every 30 seconds and whenever you return to the page.

A customer's profile also has a Reviews tab. It lists that customer's reviews across all groups and opens on All rather than Pending. See Member profile.

To search reviews, filter by rating, product, media, or custom question answers, or change the sort order, see Browse and filter reviews.

Change the status of one review

1. Click a review in the table. The Review details window opens.
2. Read the review. You see the author, rating, product, order, and submission date, the headline and text, any Pros and Cons, answers to custom questions, attached photos and videos, and replies. If the review is linked to a customer profile, the author's name links to it.
3. At the bottom of the window, pick Pending, Approved, or Rejected in the Status field.
4. Click Save. Toki shows Status updated and closes the window.

Save becomes available once you pick a status that differs from the current one.

Change several reviews at once

1. On the Reviews page, tick the checkbox next to each review you want to update. Tick the checkbox in the table header to select every review on the current page.
2. Click Mark pending, Mark approved, or Mark rejected in the bar that appears above the table.

Toki shows Reviews updated and clears your selection.

Delete a review

1. Click the review to open Review details.
2. Click Delete in the top right of the window.
3. Toki asks Delete review? and explains that this will permanently remove the review and its replies. Click Delete to confirm.

Toki shows Review deleted, and the review disappears from the Toki app and from your storefront. If you'd rather keep a review on file but hide it from customers, set its status to Rejected instead.

What happens when a review is approved

Approval does more than publish the review. The same things happen whether the review is approved automatically by the rating rule, in the Review details window, or with Mark approved:

• Your storefront updates. Toki refreshes the reviews shown on the product's page, and on any products that share reviews with it through a product group. The same refresh happens when you reject or delete a review.
• Review rewards are granted. If your rewards program includes a Reviews activity and the review is linked to a customer profile, approving the review completes that activity for the customer. The activity's own rules decide whether the reward applies, for example which review groups count, a Minimum review length, or a Require media reward rule. A customer is rewarded at most once per product for each Reviews activity, so approving the same review again later doesn't grant a second reward. A reward that has already been granted stays with the customer if you later reject or delete the review; to take the points back, adjust the member's balance by hand. See Create and manage rewards and Adjust a member's balance.
• Your integrations hear about it. Approving or rejecting a review linked to a customer profile sends a Toki Review Approved or Toki Review Rejected event to every connected integration that receives Toki events, such as Klaviyo, Attentive, Omnisend, Postscript, Drip, Listrak, Sendlane, and Reloadify. The event carries the review's rating, product, order, headline, text, pros, cons, status, and review group. Toki sends it only when the status actually changes, so marking an approved review as approved again sends nothing. See Integrations and your API key.

When a customer submits again

• If a customer already has a pending or approved review for the same product in the same group, the new submission updates that review in place. The review keeps its current status.
• A rejected review doesn't stop the customer from submitting a fresh review for that product. The new review goes through the group's moderation rule like any other.

Related

• Browse and filter reviews
• Review groups
• Product groups
• Create and manage rewards