How to Set Up the Winback Automation for GMB, OpenTable, and Yelp

The Winback Automation feature is designed to help recover negative reviews on GMB, OpenTable, and Yelp. The automation automatically links the Winback form to the auto-response, eliminating the need for manual setup.

To learn about the full manual winback flow, you may read here: Handling Negative Feedback

Follow these steps to configure it (Please note, you would need to have a winback form created to apply this feature):

1. Enable Recovery Response Settings

When creating a rule for any of these platforms, you’ll see a new section labeled "Recovery Response Settings."

• Enable this option.
• Select the appropriate Winback form to be sent as part of the automation.
  
  

2. Add Responses to the Rule

Once the rule is created, you must configure the responses:

• Use the new tag called "Recovery URL" in your responses.
  • This tag generates a link to the Winback form, ensuring customers can access it.
  • Important: If the "Recovery URL" tag is not included, the response will not contain the link to the form.
    
    

At the bottom of the response settings, there’s a checkbox option:

• "Use response only for recovery-eligible tickets."
• Enable this if you want the response to be sent exclusively to reviews that meet the "Negative review" criteria.
  
  

By following these steps, your Winback Automation will be correctly set up to handle and recover negative feedback efficiently.