Creating Ticket

1. Marketing > Review Manager > Review Manager Sign Up > Subject: 'RM Enrollment'

Review Manager Shop Set-Up 

1. Open BirdsEye, shop eSAT, Review Manager excel sheet 

2. In the Teleflora acct in Birdeye, click ‘Business’ in the left-hand menu 

3. On the left click the blue ‘Add business’ button 

4. Update business information to match GBP 

1. For Review Manager, check ‘Reviews’ as a base product 

2. For Review and Message Manager, check both ‘Reviews’ and ‘Messaging’ 

5. Click ‘Save’ 

6. Go back to the ‘Businesses’ tab and click on the ‘Demo’ filter on the left 

7. Search shop name and copy the ‘Business ID’ 

8. Switch into eSAT 

9. Click the ‘More’ navigation tab 

10. Select the ‘General Settings’ > ‘Site Settings’ 

11. Paste the Business ID into the ‘Review Management Business ID’ box at the bottom 

12. Then copy email address from excel sheet and paste it into the ‘Review Management User ID’ box 

13.  Switch back to Birdeye, from where you left off 

14. Click the three dots next to the shop name and select ‘Change site to active’ from the drop down menu 

15. Switch to the ‘Active’ tab and search the shop 

16. Log into their account by clicking on the shop name 

17. Scroll down and change the nickname to include the shops TF id to the beginning of the name 

1. (ex 00001290 – Purple Flowershop) 

18. Click the settings gear icon in the upper right corner 

19. From Business Info, scroll down and click ‘Users’ 

20. Click the blue ‘Add users’ > ‘add single user’ if applicable 

21. Update information  

1. Exclude the phone number and make sure email is the same as the one in eSAT 

2. Set the role to ‘Administrator’ 

3. Change ‘all review sites’ to ‘Direct Feedback’ only 

4. Change message notifications in the client wanted them instantly , daily, or weekly 

5. Click ‘Add’ 

22. Enable SMS Checkbox in eSAT

    1. 1. 1. From the Top navigation in eSAT, Select "More"

          2. Under Settings (far left column) click "Checkout Configuration"

          3. Scroll down to the bottom section called "Payment Page Settings"

          4. Find the toggle for "SMS Signup Checkbox" and switch it to "On"

          5. Scroll to the top and click "Save Changes"

Activate Billing in Lawson 

Open CO61.01 and find the customer. 

1. Select ‘A’ on an open item

2. Paste in service code EF-YXTULT 

3. Put authorized by as the name of the TSM or shop owner, whoever told you to add it.

4. Update notes to billing starts in [] and click Add

5. Check for the "Change added" confirmation message at the bottom of the screen.

6. Exit and look again to make sure it was added

7. If you do not normally add/remove billing items, simply send an email to Marion Thompson letting her know which service needs to be activated and when billing should start  

Close The Ticket and Update Sheet > Review Manager Google Sheet

NOTES 

• Our default is to respond to all reviews unless the client requests that we do not. 

• Go to shop settings  > Business info > add nickname to ‘NO REPLY’) 

• (we never respond to direct feedback) we don’t know what happened 

Open A Ticket

1. Marketing > Review Manager > Onboarding Outreach

Onboarding Phone Call

1. First page, overview

2. Show them all the reviews and how to reply.

   1. It's good to tell them that the ai responses are not posted, just suggestions. Click the three dots to the left to edit and hit ‘post now’ to publish

3. Ask “Do you want us to respond to all reviews, just the bad, or just the good?

   1. If they choose for us now to respond to something, add to the shop nickname

      1. Ex “NO BAD REPLY - 60066700 - Floral Wishes and Gifts

4. Explain Direct Feedback, and how we dont respond to the reviews left directly for the business.

   1. Direct Feedback is the optional button on the "please leave us a review " email that we send.  This option wont leave a review on platforms such as google, but will send their feedback straight to the florists shop. This is a great way for florist to right customer concerns, rather than leaving a negative review online. 

5. Show the campaign, and explain that this program's main feature is to send out messages to everyone who makes an order on their website, to leave a google review. Here is where you can track those stats

6. This services comes with the option to display your reviews on your website! Would you like for us to add a reviews box to your website? If so-

   1. On homepage

   2. Footer

   3. A nav tab by itself

7. OPTIONAL, in settings, there's a QR creator

8. Ask if they want the review widget and where

Connecting GBP: 

1. From BirdEye click the settings gear icon 

2. Under ‘Business info’ > Integrations > Click ‘Google’ 

3. Click ‘Connect’ on Google 

4. Update information. If we DO have access to their GBP, you must first remove it from the TF profile, otherwise you'll receive an error.

1. Switch to the TF profile 

2. Click the settings gear icon 

3. Under integrations click ‘Google’ 

4. Search shop name 

5. Click the three dots then ‘Remove’ 

6. Switch back to shops profile and try connecting Google again 

6. If we DON’T have their GBP connected to our GBP Manager, we can connect them in one of two ways: 

1. Walk the client through steps 1-5 via phone, teams, etc. 

2. Via email link 

1. Go to the “Integrations” section in the top right corner 

2. Click “Get link to connect”  

3. Click “Google”  

4. Copy the URL and email it to the shop. They need to click that link and then login using the Google account that currently is tied to their shop’s GBP. Once they’ve done that, their GBP will be connected to Review Manager  

5. Assign the group to ‘Teleflora – eFlorist’ and grand review manager access 

Important to Note: If you are unable to connect with the florist for onboarding, send a "final email" to the shop, and CC TSM. 

Setting Up The Widget On Homepage

1. From shops Birdseye profile, click the settings gear icon in the right corner 

2. Scroll down and click ‘Promote on Website’ 

3. In the drop-down for widget type, select “Grid”  (unless you, or the client, think a different widget would look better).

4. Select “3x1”  

5. Copy the code and save the widget 

6. Switch back to eSAT 

7. Click the tab ‘Merchandising’ > ‘Homepage Customization’ 

8. Scroll down to 1 Full Screen Custom Html Block 

9. Click the expand ‘<>’ and paste in the code *code will mess up if you don’t click <>* 

10. Click Save Changes at the top 

11. Click ‘See it Live’ at the top to make sure it’s on the home page 

Setting Up The Widget In It's Own Tab

1. Log into eSAT > Content Management > Custom HTML Pages

2. Add a new page

3. Name the page 'Reviews'

4. Type in 'Reviews' into the Page URL box

5. Paste the RM widget code into the Page Main Content box at the bottom

6. Click 'Save'

7. Go back to the nav tab and click 'More' > 'Site Navagation'

8. If the site already has an About us tab that drops down, we can edit it there. If not, click 'Add Menu'

   1. Name it 'About Us' and link the about us page URL into the URL box.

   2. Click 'New Menu'

   3. Nav Item Type > Custom List 

   4. Click the green 'Add Link'

   5. Lable it 'Reviews' and put the URL as 'Reviews' and uncheck open in new page

   6. Click save and save the main page again

   7. Close The Ticket and Update Sheet > Review Manager Google Sheet

 Insert code below if the widget is generating white space on each side.

<!-- TO ADJUST REVIEW WIDGET MARGINS -->
<style>.m-homepage .side-borders-theme {max-width:1200px; margin:0 auto;}</style>

How to create a floating widget:

<style>

        /* Style to position the widget at the bottom left */

        #floating-widget-wrapper {

            position: fixed;

            bottom: 20px; /* Distance from the bottom */

            left: 20px; /* Distance from the left */

            z-index: 9999; /* Ensure it's on top of other elements */

            width: auto;

            height: auto;

        }

        /* Mobile-specific styles */

        @media (max-width: 767px) {

            #floating-widget-wrapper {

                transform: scale(0.7); /* Reduce the size */

                transform-origin: bottom left; /* Keep the scaling from the bottom left */

            }

        }

    </style>

    <!-- Floating Widget Wrapper -->

    <div id="floating-widget-wrapper">

        <!-- Insert Your Widget Script -->

        <script type="text/javascript" src="https://reviews.eflorist.com/embed/v7/174242296574187/6/9876543214615183" async></script>

        <div id="bf-revz-widget-9876543214615183"></div>

    </div>

1. Log into Review Manager from the shops profile

2. Click the 'Settings' gear in the upper-right hand corner

3. Click 'Site Generation'

4. Click ' Add Review Site' in the upper right

5. Add the location and URL. Press the blue 'Add' button when finished

1. When at least one of the locations is already in the Review Manager platform 

   1. 1. Create all the other businesses that will be associated with the enterprise business according to the standard procedure outlined above 

      2. Choose the business that will be the “parent” or enterprise business and copy that location’s 15-digit Review Manager Business ID. 

      3. Create a ticket in Review Manager requesting that Birdeye change the entity type from a single location to a multi-location enterprise. 

         1. 1. 1. From the main Teleflora account go to Settings > Support (at the bottom of the page) 

               2. Click the blue “Create ticket” button 

               3. Enter the Review Manager Business ID in the top field labeled “Location alias” 

               4. “Issue type” > Support 

               5. “Related module” > Account 

               6. “Priority” > Low 

               7. “Ticket subject” > something like “Change location from single location to enterprise account” 

               8. “Description” > Something like, “This account needs to be changed from a single location business to a multi-location enterprise. Please make that change and then I will assign the associated businesses.  

               9. Click “Create” in the top right corner to submit the ticket.  

               10. The Birdeye team will make the change and then notify you when it is complete.  

2. When all locations in the enterprise group of shops are new to Review Manager/Message Manager 

   1. 1. Before creating any businesses in the platform, identify the location that will serve as the parent location 

         1. 1. 1. If possible, follow the same structure that is used in eSAT 

      2. Create the 1st business by clicking on the “Businesses” tab from the main Teleflora account, then clicking the “Add business” button on the left 

         1. 1. 1. For “Business type” select Enterprise 

               2. Enter the name of the business in the Name field 

               3. Select that this Enterprise has multiple Locations 

               4. In the Business Alias field enter: [TFID] – [ShopName] 

               5. Select the products that will be enabled for this location 

               6. Click save (top right corner) 

3. Once the enterprise account is setup, the following steps apply to all scenarios, whether they are a new business or were already in the platform 

   1. 1. Go to the Businesses tab of the main TF account and create any additional businesses that will be associated with the Enterprise. As you create them, copy business IDs as you will need them later  

      2. Access the account for the business that you setup as the Enterprise account 

      3. Click Settings > Business 

      4. At the top on the right, click the “Manage locations” drop down menu and select “Add a location” 

      5. Select “Existing location” and enter the business ID of the first location you want to add to the Enterprise, then click “Done” 

         1. 1. 1. Repeat this as many times as needed to add all of the associated businesses to the Enterprise 

      6. **Please note: Moving a business into an Enterprise organization can only be done between the hours of 8pm – 8am in whatever time zone the shop is in. 

         1. 1. 1. If this timing can not be accommodated, create a ticket in the RM platform (Settings > Support) and ask the Birdeye team to assign the businesses to the Enterprise. Be sure to include the Business ID of the Enterprise as well as each of the associated businesses.  

1. Send the client the Review Management Cancellation email quick link.

2. Update the ' Review Manager Cancellation Sheet '

Offboarding Shop - RM

1. Once you get the response from the cancellation email, make yourself an offboarding ticket. 

2. Navigate to Birdeye, on Telefloras account click on the business tab > search your shop

3. Click 'actions' and mark the account as inactive

4. Navigate to eSAT > Remove both the Business ID and email under More > General Settings > Shop Information

5. Remove the review widget code from eSat

6. In Lawson, cancel Review Manager ($75).