In this article, learn about the Chatmeter Workflow task management and productivity tool and where to get more information about using it, including how AI-powered automation can streamline review response workflows.
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About Workflow
The Chatmeter Workflow tool identifies and helps you to act on issues and other tasks across the Chatmeter functions, including reviews, listings, social media, images, and user system tasks. Because Workflow is closely integrated in much of the Chatmeter platform, its components exist in many parts of the platform user interface. (More detail on this in Components of the Workflow tool in LocationHQ later in this article.)
Workflow is composed of tasks and automation rules. Tasks can be generated automatically or manually and assigned to users in your account based on their responsibilities, with priority and due date associated with each. You can track the status and history of each task and leave notes with relevant information or questions. You can also implement a built-in approval system for tasks that require oversight. Automation rules allow you to configure automatic actions—such as AI-generated review responses—that are triggered when specific conditions are met. Chatmeter notifications are integrated and alert users of new tasks assigned or updates to their tasks.
Workflow tasks
Tasks that can be created in Workflow include:
- Reviews
- Respond to Review—Reply to customer reviews of your business. Optionally, you can create an approval process for posting responses.
- Listings
- Add Listing—Create a listing for a location
- Update Listing Details—Fix any listing inaccuracies or gaps
- Optimize Listing—Enhance listings with categories, photos, or business descriptions
- Delete Duplicate Listing—Remove duplicates to avoid SEO penalties and inaccurate information
- Social Media
- Respond to Social Post—Reply to comments left on your social media pages
- Publish Social Post—Create social media posts to publish to your pages
- Images
- Flag Photo—Report an inappropriate photo to the site it was posted on
- Respond to Photo—Respond to the user who posted the photo (for sites that support this)
- Share Photo—Re-share a photo on one of your social media pages
- User System Tasks for users to optimize their account. Tasks available vary depending on the user’s access and may include:
- Setting up email alerts
- Creating other users
- Setting up Pulse Topics
- Configuring LBV Score settings
- Adding external logins
- Linking social accounts
- Configuring Workflow settings
- Custom Tasks—Create tasks for your business’s unique needs
AI Auto-Responder
In addition to manual and auto-generated tasks, Workflow supports Automated Review Response rules. These rules allow you to configure conditions under which Chatmeter's Pulse Ai automatically generates and publishes review responses on your behalf, without requiring a user to manually review and post each response.
Automated review response rules are configured alongside standard task rules in Settings > Workflow Automation. When adding a new rule, select Automated Review Response from the Add Rule dropdown to create an automation rule instead of a standard task rule.
How Automated Review Responses Work
When a new review is received, the system evaluates it against your configured Automated Review Response rules. If the review matches the criteria defined in a rule, the AI automatically generates a response and publishes it to the review provider. Only reviews received within approximately 24 hours of the current date are eligible for automated responses, preventing the system from responding to older reviews.
When configuring an Automated Review Response rule, you can define the following criteria:
- Locations—Select which locations the rule applies to, either all locations or a specific account.
- Review Providers—Choose which review sources (e.g., Google) should trigger an automated response.
- Star Ratings—Specify which star ratings are eligible for automated responses (e.g., only 4- and 5-star reviews).
- Review Type—Filter by review type (e.g., reviews with text, ratings only).
- Risky Review Exclusions—Optionally exclude reviews that have been flagged as risky by Risk Monitoring, preventing the AI from automatically responding to sensitive reviews.
Multiple Rules and Conflicting Criteria
You can configure multiple Automated Review Response rules. When a review matches more than one rule, the rules are treated as additive, meaning the review is eligible for an automated response if it matches any of the configured rules. For example, if one rule covers Google 4- and 5-star reviews and another covers Google 3-star reviews, both sets of reviews receive automated responses.
Identifying Automatically Responded Reviews
Reviews that have been responded to by the Automated Review Response system are visually labeled in the Reputation → Reviews page. A UI indicator on the response identifies it as having been automatically generated by Pulse Ai.
You can also filter the Reviews page using the advanced filters "With Auto-Response" and "Without Auto-Response" to quickly find reviews that were or were not handled automatically.
Components of the Workflow tool in LocationHQ
The Workflow tool on LocationHQ consists of five primary components:
- Home > Tasks—The Tasks page is a list of all existing tasks, filterable by type, status, priority, assignees (user), location, or date. You can create a task manually from the Tasks page. See Using the Tasks Page to Monitor and Manage Tasks and Creating Workflow Tasks Manually for more information.
- Task Details—A dialog, accessed by selecting a task on the Tasks page, that displays all details of a task and has space for notations and, in some cases, a link to complete the task. See the help article Using the Tasks Page to Monitor and Manage Tasks for more information.
- Insights > Task Reports—Two reports accessed from the Task Reports page, with perspectives of:
- Tasks tab—Admin users can view metrics related to tasks, including tasks assigned, completed, average resolution time in hours, and overdue tasks, and more
- Users tab—Admin users can view in-depth information on output of each team member for all tasks and statuses by date
See Task Reports in the Insights Help articles section for more information.
- Settings > Tasks—Admin users can configure preferences for auto-generating tasks. See Configuring Auto-generated Workflow Tasks in the Settings section of the Chatmeter Support Center for more information.
The Home > Snapshot page has an Upcoming Workflow Tasks table with a summary of expected tasks. (See the help article Upcoming Workflow Tasks Snapshot .)
For details, see these help articles: