> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://dots.crisp.help/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# 2.0 Manage customer reviews in the Monitoring Panel

Reviews help to see the general mood of customers, respond to incidents in time and improve the quality of service. This is a necessary part of developing and improving business performance. Use the **Reviews** tab to manage customer reviews and ratings.

![](https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/image_1oogj5z.png)

# Available elements

### At the top of the page, there are filters that include:

![](https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/image_1qghx3k.png)

*   Review status (all statuses, new, accepted, rejected).    
*   Courier (all couriers, courier fleet, specific courier).    
*   Location rating (location - all ratings, location - only 5 stars, location - only 4 stars, location - only 4-5 stars, location - only 1-3 stars).    
*   Problem reviews (with and without problems, with problems only, without problems only).    
*   Courier rating (courier - all ratings, courier - only 5 stars, courier - only 4 stars, courier - only 4-5 stars, courier - only 1-3 stars).    
*   Time interval (date, month, year).    
*   Review type (all reviews, online, offline).
    
The **Show statistics** checkbox enables summary data on reviews for the selected period of time.

![](https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/image_19cmywm.png)

* * *

All reviews left by customers appear in the **Reviews** tab. The number in the tab shows the number of unprocessed reviews. New reviews are followed by a beep that will play as long as there is at least one unprocessed review. To accept or reject a review, double-click on its status. Then click **Accepted** or **Rejected** to accept or reject it, respectively. After that, click on an empty section of the page to save.


![](https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/image_8qem7l.png)

Accepted reviews appear in the **Reviews** tab in the Dots Business app and require acceptance by company managers/cashiers.

### It is recommended to reject the following reviews:
*   Reviews of the wrong nature. For example, if a company review describes a problem with a courier or delivery.    
*   A review with a positive comment and a low rating, or vice versa.    
*   If the content of the review has no basis.    
*   The review contains obscene language or insults.    

If the case requires further processing and a response from the relevant person, you must click **to problems** under the review. After that, you need to specify the details of the problem in the window that appears and click **Save**. Then the new problem will appear in the corresponding tab, and the "in problems" mark will be shown under the review.

![](https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/image_16q30go.png)

### Each review contains the following elements:

![](https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/image_1vgmjl9.png)

*   **Publication date.** Date and time of the review.    
*   **City.** The city of the company.    
*   **Company.** The name of the company.    
*   **Order/Table number.** Order number or table number where the customer was served. When clicking on the number, an order card will open in a separate tab.    
*   **User.** Customer’s name and the number of their successfully completed orders. When you click on the name, the customer's order history will open in a separate tab.    
*   **Company rating.** Company evaluation and related comment. Comment is required only for ratings less than 5 stars.    
*   **Courier rating.** Courier evaluation and related comment. Comment is required only for ratings less than 5 stars.    
*   **Status.** Current review status. Double click for editing.    
**New (default).** The review is highlighted in pink and needs to be processed by an operator.
**Accepted.** The operator checked the review, and now it is available for processing in the Dots Business app. Highlighted in green.
**Rejected.** The review is highlighted in gray and rejected by an operator. Used in case of inadequate reviews (lack of explanation, obscene language, insults)           
*   **History.** Contains a **History** button, which opens the history of actions.
    
![](https://storage.crisp.chat/users/helpdesk/website/6325f71679373400/image_1m8zu4z.png)

**Note:** System automatically accepts 5-star reviews.

Link to this article: ** [here](https://dots.crisp.help/en/article/manage-customer-reviews-in-the-monitoring-panel-iq0f5j/) **