📝 Overview
Community Happiness is your reputation management tool. It features a 5-star reviewing system that helps you request, collect, and respond to customer reviews, all from one place.
Reputation management tools let businesses request customer reviews and track their brand reputation by monitoring reviews, comments, and mentions across social media, review sites, and other online sources. Community Happiness brings this into your account with a 5-star reviewing system.
With Community Happiness, you can:
Prompt customers to submit reviews with an email notification
Integrate external review accounts (Google and Facebook)
View and manage all reviews in a dedicated report
Respond directly to reviews from external sites within your account
Encourage loyal customers who submit good reviews to post them on your external review sites
Use AI to help your customers write thoughtful reviews based on keywords
🛠️ How to enable the Community Happiness feature
To get started, head to Pro Tools ➜ Community Happiness. By default, the feature is disabled.
To enable it, click the toggle under 'Status'.
⚠️ This is an add-on feature. You will be charged £20/$29/€24 per month alongside your monthly subscription. The amount is prorated based on your subscription billing day, and the charge appears as Reputation Management on your invoice. You can enable or disable the feature at any time.
💡 When you disable Community Happiness, the charge is prorated up to the end of your current billing period. If the Reputation Management charge still appears on your upcoming fees after that period, contact the Support Team so they can complete the removal.
🔧 How to configure the Community Happiness feature
Once the feature is enabled, you can configure how and when review requests are sent, link your external review accounts, and set up the review request notification. Expand the section below to learn more about the configuration options.
1️⃣ Configuring the settings
After enabling the feature, you can view and configure the options below.
Click the arrow to learn more about the configuration options
Click the arrow to learn more about the configuration options
Intervals
This is the minimum time between review requests for customers who have attended a session, based on the conditions set in the next step. When the conditions are met, the customer receives an email prompting them to leave a review. You can view and edit the email content in your Notifications here.
Conditions
Next, select the conditions that trigger the review email for customers. You can select one, several, or all of them, and get more granular by selecting specific event types, instructors, and venues.
Advanced
From this section, you can link external accounts so customers can post reviews directly, track submissions, and respond to reviews from your account. Facebook and Google are currently supported.
How to link an external review site. Click the "Link to..." button below Facebook or Google. You will then be taken through an OAuth flow to authorise the sync.
Once done, you are redirected automatically back to your account, where you can see the Google or Facebook account you have just connected. If you have a multi-location account on Google, you can specify which location to link.
💡 You can link additional Facebook and Google accounts by clicking the "Link another account" button, which is useful if you have multiple accounts for specific locations. Each time you add a Google account, you will go through the OAuth flow again for security and so that new pages or accounts sync correctly.
💡 Once an external account is synced, it syncs all reviews, including ones posted before the sync. You can see these in your Community Happiness report here.
The 'Details' button shows key information currently listed on that account, such as the address, business hours, and contact details, so you can quickly check your external accounts are up to date.
How to unlink an external review site. Click 'Remove' next to the desired account.
AI-powered reviews
Community Happiness supports AI-powered reviews. Instead of writing their own review, customers can select keywords and have the review auto-generated for them. Here, you can create up to five keywords.
Once you have finished setting everything up, click 'Save' at the bottom of the page.
2️⃣ Setting up your Community Happiness notification
The Community Happiness notification lives under Notifications ➜ Customer Lifecycle - Community Happiness: Reputation Management Reviews. To view or edit the email, click 'Detail' next to it.
Click the arrow to learn more about community happiness notifications
Click the arrow to learn more about community happiness notifications
By default, the email subject and body are populated with some text, which you can change to suit your needs by editing the text and adding variables.
⚠️ The {{ link_url }} variable is required, as it redirects your customer to the page where they submit their review. To preview what your customers see when they click this link, see the customer view here.
When does the notification get triggered?
The Community Happiness notification is triggered when both of the below happen:
The conditions set in the configuration settings have been met.
The customer's attendance has been checked off. A customer needs to be marked as attended to receive a review request email.
💡 If you add the customer and check off their attendance within 30 minutes of the end of the session, they will receive the email. Customers added or checked off more than 30 minutes after the session will not receive the email.
🧑💻 What do my customers see?
When the conditions you have configured are met, customers receive an email requesting a review. When they click the link in the email, they are directed to a unique webpage with your logo that shows information about the class they attended and the review prompts.
Your customer is prompted to rate the event that triggered the email and write a comment. They also have the option to use the AI tool to write their review.
Before submitting, they can review and edit the review created by AI.
Once they submit, if they left a four or five-star review, they are prompted to share it on external review sites.
For anything under four stars, the share option is not shown, as seen below.
📊 Where can I view and track my reviews?
You can view and track all of your reviews in two places: the Community Happiness report and the Activity Feed.
Click here to learn more about how you can view your Community Happiness report
Click here to learn more about how you can view your Community Happiness report
The Community Happiness report
In your Reports, under 'Customers - Referrals & Reviews', you will find the Community Happiness report, which displays all the reviews you have collected through your account and external sites. If it is your first time viewing the report, you will see a modal explaining how Facebook reviews are converted to the 5-star system. You can close it to see it again next time, or click 'Don't show again' to hide it.
If you have not yet collected reviews, the report will not contain any data.
Once your customers start completing reviews, the report populates with their review data. By default, it displays data from the last 60 days.
Widgets
At the top of the page, two widgets show the reviews submitted by customers in the last 60 days and your average review rating in the last 60 days.
Filters
Use the filters to narrow down the results. For example, to see the average rating for a specific instructor, search for and select that instructor.
You can also use the date picker to see results from a specific date range, and configure which columns to view.
Summary table
Each row shows the customer's name, the date and time of the review, the customer's star rating, their comment (longer comments are shortened to fit, and you can see the full comment by hovering over it), how the review was submitted (through your account or an external site), and an 'Actions' column to respond to a review on an external site or see your previous responses. For existing responses, you can see what you responded but cannot edit it.
💡 If a review was submitted directly through your account, the option to respond to the customer is not available. Responding is only available for submissions to external sites.
💡 If the customer's name cannot be fetched for any reason, or they submitted an anonymous review, the customer shows as 'Anonymous' on the report.
Downloading the report
To export the report to a .csv file, click the 'Download' button in the top right corner.
The Activity Feed
Your Activity Feed shows a log of review requests sent to customers. To narrow it down, select the Community Happiness item from the 'All Item Types' menu. To see the details of the notification a customer received, click the envelope icon next to their name.
You can open your Activity Feed here.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
If I add a customer to a session after it has finished, will they receive the review request email?
Click the arrow to see the answer
Click the arrow to see the answer
If you add the customer and check off their attendance within 30 minutes of the end of the session, they will receive the email. Customers added or checked off after the 30-minute mark will not receive the email.
Can a customer edit a review after they have submitted it?
Click the arrow to see the answer
Click the arrow to see the answer
After a customer has submitted their review, they cannot edit, delete, or remove it. Once submitted, the review will stand.