Auto-Assign Reviews to Your Team
When a review comes in and it's not clear whose job it is to respond, the most common outcome is that nobody responds — auto-assign exists to prevent that exact scenario. Typani routes each incoming review to the right team member based on location, rating, or content so responsibility is always clear and nothing sits unassigned.
How Auto-Assign Eliminates the Ownership Gap
The ownership gap — reviews that fall between team members without a clear owner — is the primary reason reviews go unanswered. Auto-assign closes it:
- ✓Assigns by location — reviews for location A go to location A's manager automatically
- ✓Assigns by rating — 1- and 2-star reviews route to senior staff, others to the standard queue
- ✓Assigns by topic — HR-related reviews go to HR, operational complaints go to ops
- ✓Round-robin distribution for teams where no single person owns responses
- ✓Reassignment options — any team member can transfer an assigned review with a note
- ✓Visibility for managers — see the full assignment queue and who owns what
Real Examples — See What Typani Generates
Paste any review, get a reply that sounds like a real business owner — not a corporate template.
“The staff member I dealt with was rude and dismissive. I've never been made to feel so unwelcome as a customer.”
“Being made to feel unwelcome is exactly the opposite of what we work toward, and we're sorry this was your experience. Our management team has been made aware of your feedback. Please reach out at [email] so we can understand the specific situation and ensure it's addressed properly.”
“The team at the Riverside location is exceptional. Every time I come in, I'm greeted by name. That kind of consistency is rare.”
“Greeted by name every visit — the Riverside team takes real pride in building those kinds of relationships. Thank you for noticing and for taking the time to say so. We'll make sure they hear this.”
Why Assignment Clarity Changes Response Rates
In businesses with more than one person involved in operations, review response ownership is ambiguous by default. Everyone assumes someone else is handling it. Auto-assign makes the assignment explicit and immediate — the right person gets notified, sees the review, and knows it's theirs to respond to. That single change consistently improves response rates to above 90%.
Typani's auto-assign is fully configurable per business structure. A single-location restaurant might assign all reviews to the GM. A multi-location franchise might assign by location then escalate anything under 2 stars to regional. A larger team might use round-robin distribution with a manager oversight layer. The logic is yours to set; the execution is automatic.
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Frequently Asked Questions
Everything owners ask before they start using Typani.
Can I set different assignment rules for different locations?
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Yes. Each location has its own assignment configuration — which team member owns incoming reviews, what happens to escalations, and how round-robin is distributed if multiple people share the queue.
What happens if the assigned team member is unavailable?
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You can configure a backup assignee for each primary owner — when the primary is on leave or doesn't respond within a set time, the review automatically reassigns to the backup. No reviews sit in limbo.
Can team members see each other's assigned reviews?
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Yes, if you configure team visibility. Managers can see the full assignment queue for their location or region. Individual team members see only their own queue unless given broader access.
Does auto-assign work with auto-respond?
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Yes — they can work in tandem. Auto-respond handles standard reviews automatically while auto-assign routes flagged or complex reviews to a human. You configure which review types get auto-responded and which get assigned to a person.
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