Account Set Up
Guide to Getting Started With Reputation Builder (Download PDF)
We’re excited you’ve chosen the Reputation Builder as your platform to manage customer experience through customer feedback and online reviews. This quick guide will help you get your account set-up, so your business can start capturing customer feedback. While this is a very robust platform, thi...
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How Do I Sign Up For Reputation Builder?
So you want to gather feedback and connect with your customers? Great! Reputation Builder has got you covered.
In order to sign up for the Reputation Builder click here.
1. Select how many locations you would like to add.
2. Select the Pro Plan (pricing will update based on how many locations yo...
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Brand & Colors
Under the Brands & Colors section, you can upload your own logos, and set the accent color for your emails and landing pages.
1. Log in via https://rb.whitespark.ca/
2. Click Settings > Brands & Colors
3. You're able to upload a logo, which appears at the top of your email templates an...
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Account Manager
Great News! You now have the ability to add/update/delete users in your Reputation Builder Account!
Existing Accounts:
When you select "Manage" under your Reputation Builder Subscription you will be prompted to set up a manager account.
You can use the email that you currently use to log in to ...
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Supported Online Review Sites
Using Request Modes, Reputation Builder enables you to ask for reviews on online review sites (3rd-party reviews) from your customer. We recommend you choose 2-3 online review sites that matter most to your business to include in your request. The sites that are available for you to request revi...
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Online Review Links
You can connect 3rd party review sites you're using, such as Google or Facebook, to your Reputation Builder account, so you can ask customers to leave additional feedback on those sites, as well as monitor reviews being left on these sites from other customers. To add Online Review links:
1. Lo...
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Adding, Editing or Removing an Account User
Account Managers now have the ability to Add, Edit, and Remove Users through the Reputation Builder platform.
Adding a User:
1. Log in to Reputation Builder as the Account Manager.
2. Find and click on "Your Name" in the top right. Select "User Management"
3. On the User Management screen selec...
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User Roles
User Roles
User roles allow you to manage access to data and features for your team. Available user roles include:
Read Only: Can only read content and data, but not submit data
Contributor: Can access all content and data, add customers, reply and publish reviews
Team: Access and use of all cor...
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Google My Business Authorization Settings
Authorize your Google My Business (GMB) account from within Reputation Builder to be able to reply directly to your Google reviews from your Reviews Report and Success Report. Please note that you must be the Owner or Manager of the location you wish to authorize in Google My Business to complete...
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Facebook Authorization & Recommendations
As Facebook has moved away from star rating reviews, to Yes or No recommendations, we have added the ability to monitor your recommendations in Reputation Builder. To enable this in your account, follow these steps:
1. Log in via https://rb.whitespark.ca/
2. Select the business you want. Make...
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Instagram Authorization
Instagram is authorized through your Facebook account. In order to connect Instagram to Reputation Builder you must first connect your Instagram to your Facebook account.
If you are an agency trying to connect on behalf of your client you will need to be added as a Partner and assigned an Admin P...
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Adding Additional Businesses
If you want to collect reviews for multiple businesses or locations, follow these steps to add them to your account:
1. Log into your Whitespark account - https://accounts.whitespark.ca/sign-in
2. Under Reputation Builder, click Manage Businesses
3. Click Increase Limit
4. Click th...
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Changing the "From" Email Address
You are able to set an email address for direct replies. If the customer doesn't go through the feedback process, but replies directly to your email this is who will receive the email. By default, this will be the business owner's email address, but you are able to update this.
1. Log in via h...
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Updating Business Details
If you need to change your business information, like the business owner name or phone number, just follow these steps:
1. Log in via https://rb.whitespark.ca/
2. Select the business you'd like to edit, and click Settings > Business Details
3. Make the necessary changes, and click Update...
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Deleting a Business
To remove a business from your account, follow these steps:
1. Log into your Whitespark account - https://accounts.whitespark.ca/sign-in
2. Scroll down to the Reputation Builder and click Manage Businesses
3. Find the Business you would like to delete and click Remove
4. If you are...
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Languages Available in Reputation Builder
Reputation Builder is currently available in:
English
Spanish
French
Dutch
Norwegian
Swedish
Portuguese
German
Italian
Please email support@whitespark.ca if you wish to activate a language option other than English for your customer facing pages and email alerts. The system dashboard and su...
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Setting the Positive Feedback Threshold
The positive feedback threshold will determine what rating response to your NPS is considered positive or negative, and which feedback landing pages customers are shown.
1. Log in via https://rb.whitespark.ca/ and select the business you want.
2. Click on Settings > Feedback Settings and c...
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Updating a Customer's Information
1. Log into the Reputation Builder: https://rb.whitespark.ca/login
2. Select your business, and click the name of the customer you wish to update.
Tip! You could also select Manage then View Profile - or other assortments of options
3. Click Edit to change the customer's contact informa...
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SMS Verification Process
Updated December 2022
Recently, U.S. cell carriers began aggressively filtering text messages in an effort to reduce spam. Unfortunately, these filters block many messages that are not spam, such as texts from NEW Reputation Builder accounts or locations.
We work with all carriers to verify n...
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No Requests Sent Reminder
No Request Reminders were created so you can automatically be notified if one of your clients stops sending feedback requests.
To set up the No Request Reminders:
1. Log in to Reputation Builder
2. If you have multiple locations or clients, select the appropriate one.
3. In the Left Hand toolba...
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