The App Reviews Manager is a complete interface that allows you to reply to all your reviews from the last 90 days. You can select multiple apps across multiple countries, with filters to see only the reviews you're interested in. We also fetch your reviews every 6 hours to make sure you're getting the latest review updates!
How we fetch your data
Every 6 hours, we fetch all reviews received over the last 90 days for all integrated apps. When we fetch your reviews, we'll check if the review itself has been updated, if the same user posted a new reply, and the history of the review.
As a result, we'll be able to indicate whether a user updated their review and/or rating after you replied to it!
How to see your app's review history
If we detect history for a specific review, you'll be able to see more information by opening the thread (click "Show thread"):
We'll then show the relevant history of reviews and replies, sorted by date:
Default views in the App Reviews Manager
To guide your reply efforts, you'll find two default views already in the App Reviews Manager:
All reviews: All reviews across all countries for your app(s). By default, this will be the first integrated app we detected, but you can make your selection using the app dropdown filter.
Negative w/o reply: All 1- and 2-star reviews without a reply across all countries for your app(s). This default setting will allow you to quickly group all the reviews you might want to prioritize replying to.
How to edit or save a view
If you change your filter settings, you'll be able to save your new view by clicking the "Save filters" button. You can then choose between updating the existing view or saving these settings as a new view.
To save a new view, just choose a name (maximum 30 characters) and color.
If you ever want to change the saved name/color assigned to a specific view, select the view, then click the "down" arrow next to its name:
How to use the KPIs bar
The KPIs bar provides a quick overview of your total number reviews with and without replies, the average review rating, and the star distribution for the selected filters (or saved filters view) over a specific time period.
You'll find the KPIs bar at the top of your screen. By default, the bar shows the KPIs for "All reviews." Any time you choose a saved view or change your filters, the KPI bar will immediately update based on your selection.
How to translate your app reviews
You can translate all reviews and replies displayed by clicking the "Translate reviews" button at the top right corner of the filters section.
Below each review and reply, you will be able to visualize the translated text alongside the language code of the translation between the brackets.
How to apply filters for your app reviews
Filters allow you to update your reviews interface based on a specific segment of reviews.
A filter that will be particularly helpful for your analysis is "Review update status".
Filtering by review update status will allow you to see:
No update: All reviews for which we didn't detect an edit from the user.
Review updated: All reviews for which we detected a text update from the user (users can adapt the text of a previously posted review).
Rating updated: All reviews for which we detected a rating update from the user (users can decide to change their ratings, e.g. if they get a nice reply from the support team).
Updated after reply: All reviews that were edited (text and/or rating) after your reply was posted. These reviews suggest that your reply had an impact on the user to make them change their rating/review.
Since our KPI bar is updated based on the filters you apply, you will be able to see how many reviews were impacted by your replies - a first step to monitor the impact of your team.
How to see featured app reviews
A featured review is one that is displayed directly on the app's product page. These reviews are highly visible, as users don't need to click "see more reviews" to see/read them:
On the App Store, the top 6 "most helpful reviews" are shown.
On Google Play, only 3 reviews (usually from the "most relevant" category) are highlighted. Although we fetch these featured reviews on Android, Google sometimes chooses to give more visibility to other reviews. The criteria for selecting featured reviews remains somewhat unclear.
In the App Reviews Manager, you'll notice a badge at the review level that indicates whether a review has been featured. You can also filter your analysis by featured reviews to reply to the most visible reviews first.
👋 Note: We indicate all app reviews that have been featured at least once (not only reviews that are currently featured).
How to report reviews
When a review contains offensive comments, is not about the app itself, is spam, and so forth, the app developer has the right to report/flag it so that Apple or Google removes it from the app's reviews.
On each review, you will see a little flag icon that will allow you to report a review.
You'll then need to follow the reporting process specific to each app store to complete your request and submit it.
You can also use the bulk action to report multiple reviews at the same time:
If a review has been reported AND removed from the store, users will no longer see it in the interface.
👋 Note: both Apple and Google have review processes, meaning that it is normal to wait a week or two before a review is completely deleted. This is not up to us, it is how the app stores work!
How to export app reviews
In App Reviews Manager, you can export reviews according to the filters applied. To export the displayed reviews, simply click the export button.
Every time you change your filters, we will adapt the data shown in the export so that it matches the view you see in our tool.
The format exported will be a CSV. You can easily adapt this format if you are using Excel sheet (check out this article to see how).