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Product Update: September 2024

Archive Reviews

Optimize for efficiency and accuracy by removing specific feedback items, reviews, or surveys from your inbox and all GuestXM and Guest Intelligence reports.

A review webpage is displayed. A negative review by a person named Matthew M. from August 4, 2024, criticizes the chicken at a restaurant. The restaurant's response explains they are vegetarian and exclude the review. The webpage mentions it's archived by GuestXM.
Sales Impact of Reviews
91%
higher weekly average sales for LSRs with ASR of 4.4 vs 3.0 to 3.4.
Source: Q3 Industry Recap

What it is

Suppress Spam Reviews

The Archive Reviews feature enables users to remove specific feedback items, reviews, or surveys from their inbox and all GuestXM reports. By archiving these items, they are effectively hidden from view on the backend, streamlining the review process and ensuring that only relevant feedback is considered in your analysis.

A social media notification showing a Facebook message to a user. The message, sent on June 30, 2024 at 20:34, warns the user about their account facing deactivation due to violations of Terms of Service. The post is addressed to "Dundee" and comes from "BlackBoxBBQ".

Why we built it

Improved Focus for Better Analysis and Clearer Response

The internet is rife with quirks: some individuals might leave reviews for a vegetarian restaurant, detailing their dissatisfaction with the chicken they were never served. Others may inundate your restaurant’s Facebook Messenger with irrelevant spam.

To help you cut through this noise, this feature filters out distractions by allowing you to focus on what truly matters. This ensures that you focus on genuine feedback, preventing irrelevant messages from skewing their scoring or sentiment within GuestXM.

How to start using this feature

Reach Out to Us. Then Follow These Directions

To begin using the Archive Reviews feature, first email support@blackboxintelligence.com to express your interest.

Since this feature has the potential for misuse, it’s not available to all platform users by default.

Once permission is granted for your account, archive by navigating to any review or survey in your inbox, clicking the ellipsis icon and selecting “Archive Review” – this moves it to the Archive Review folder and removes it from all reporting.

A review by John C. on Sep 10, 2024, for a place at 4041 Greenlake. The review states, "The atmosphere here is really cool. I had the BBQ Chicken but it was dry and overcooked but the service was outstanding." The post has no comments yet. There are options to reply or archive.
A dashboard interface with categories like Inbox, Today, Urgent, Influencers, and Sent. Messages have checkboxes, one message is selected and highlighted. There are options for Insights, Publisher, Team Tasks, and Surveys. "Bulk Archive" is also highlighted.

If you notice recurring phrases or keywords in the messages you want to archive, you can set up a flow rule to automatically handle these items. This is particularly useful for managing spam, such as unwanted Facebook Messenger messages.

Screenshot of a rule setup interface for auto-archiving messages in a management tool. The rule is named "Facebook Spam - Autoarchive" and targets negative reviews. Conditions include messages from Facebook private messages containing urgent, authentication, auth, password, or account.
A screenshot of an autoarchive setup, indicating the reason for archiving a review as spam. A warning note mentions that archiving may affect Reputation and Sentiment scores and changes will reflect in up to 60 minutes. There's an option to add an outcome.

From then on, any reviews that meet the stated parameters will be auto-archived.

Guided Product Tour

See GuestXM + Guest Intelligence in Action

Take Product Tour
Animated gif of a product tour of the Black Box Intelligence platform. Starts with the inbox view that displays for users when using the product and finishes with the data analytics capabilities.