App Store Review Usage Instructions
# App Store Review Usage Instructions
——Learn how to view and respond to app store reviews through this article.
# Introduction to Basic Terms
Review update method: Pull the latest review information every 2 hours;
Creation time: The creation time of the review. However, for Google Play, there is no clear creation time field. We will use Google's last update time as the creation time;
Review Time (Update Time): The update time of the review;
Review language: Only Google Play supports this field. But this does not represent the language of the review text. It is the language of the user's device.
Country of the review: Supported only by App Store;
Rating: The score given by users on Google Play and App Store, ranging from 1 to 5 stars;
Application Version: The version to which the application belongs;
Emotion: This field has a value only when AI emotion recognition is enabled, and it can be positive, neutral, or negative;
Reply status: Whether the review has been replied to by customer service. You can use this field to quickly find reviews that have not been handled yet.
Update or not: If there are changes in content/rating/title after the last customer service reply, it is marked as updated. After the customer service replies, the update mark disappears. You can use this field to quickly find reviews that have been updated.
Reply Effect: After the customer service review, the rating becomes higher, lower, or remains the same compared to the previous review.
# View and Handle Reviews
# ● Application review information
In the Agent Workbenchh - App Store - App Reviews, you can view the review information for the apps you have access to (the list of apps you can see depends on whether you are within the visible range of the app).
The average rating, total number of reviews, number of replies, and reply rate displayed on this page are aggregated statistics for this application. They are not related to the filtering conditions below. The data range for these statistics includes only the reviews retrieved by this system, not all review data for the application.
The way we display reviews is consistent with what is stored in the app store. We always show the latest user review and customer service reply, including the time of the user's review, rating, content, version, as well as the content of the customer service reply and the reply time.
If you want to view the review history between customers and customer service, you can check it through the record button.
# ● Reply to reviews
If no customer service has replied to the review yet, a "Reply to Review" button will be displayed. You can click this button to reply. If a customer service representative has already replied, an "Edit" button will be displayed. You can continue replying by editing the existing response.
When replying, we also provide auxiliary tools for translation, quick responses, and AI rewriting.
