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Remark imports your product reviews and drafts a summary for each reviewed product. A summary includes a short paragraph about what customers say, themes with the reviews behind them, the average rating, and the review count. Your team reviews each draft, edits it if needed, and publishes it. Shoppers and your agent see only published summaries. Managing reviews requires the Integrations & products permission, which covers Settings > Reviews and the Reviews tab in a product’s details. For role and permission details, read Team member permissions.

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Import reviews

Connect Okendo, TurnTo, or Yotpo in Settings > Integrations to import published reviews automatically. Remark imports reviews after you turn on Sync reviews, then once a day. You can also send reviews through the GraphQL API with a personal API key. The importProductReviews mutation accepts a list of reviews, and importProductReviewsCsv accepts an uploaded CSV file. Each review needs its own review ID and the product’s external ID from your commerce platform. Sending a review again with the same ID updates it. CSV headers are case-insensitive: The result reports how many reviews were imported, updated, and skipped, along with errors for invalid rows. Rows imported before an error stay imported, so you can fix the file and upload it again.

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How summaries are generated

Remark drafts a summary for each published, unarchived product with at least one review. The paragraph and themes need five reviews with text or answered review questions. A product with fewer reviews gets a draft with only its rating, review count, and customer answers, and the Reviews tab shows Not enough reviews to generate a summary yet. When an import brings in new or changed reviews, Remark updates the rating and review count on the draft and the published summary. It also regenerates any draft nobody has edited. If a published summary has no manual edits, Remark drafts a replacement and keeps the published version live until someone publishes the new draft. Manual edits stay in place until someone regenerates the summary. Remark writes each summary from the review evidence:
  • Up to six themes, each marked Positive, Mixed, or Negative
  • A paragraph about supported positive or neutral observations, with caveats placed in the themes
  • Anonymous attribution, such as “One reviewer said”
  • No themes about price or value for money
Summaries also follow the voice configured for your Remark agent, including its tone, communication style, emoji usage, common phrases, and active special instructions. Summary instructions take precedence over that voice. Changing the voice or the instructions leaves existing summaries as they are, so regenerate a summary to apply the new settings.

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Review a summary

Open Products, select a product, and select the Reviews tab. A product without imported reviews shows No review summary yet. The Products list shows the same status in its Review summary column. Filter by Review summary to list Published or Draft products. Draft includes products with a live published summary and a newer draft. Once your workspace has reviews, use Sort by reviews to order products by Most reviews or Fewest reviews.

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Edit a summary

  1. On the Reviews tab, select Override generated content.
  2. Edit the summary paragraph. For each theme, edit the Theme title and Description.
  3. To stop citing a review, select Remove next to it. Remark removes it from every theme and highlighted phrase that cites it. Select Restore to bring removed reviews back.
  4. Select Save.
An override icon marks edited text. Saving creates a draft, so publish it to update what shoppers see. Removing a review from the summary leaves the review itself and the review count unchanged.

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Regenerate a summary

Select Regenerate and confirm. Remark replaces the current draft, including manual overrides. The published summary stays live until you publish the new draft. Regenerate after summary instructions or your agent’s voice change, after a failed generation, or when you prefer a fresh draft over your edits.

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Publish a summary

When the status shows Draft, select Publish. The new version replaces the published summary. A summary that is generating or failed can’t be published, so regenerate a failed summary first. A draft without a paragraph can be published too, which publishes its rating, review count, and customer answers. Remark adds the paragraph in a later draft once the product has enough reviews. To take down a published summary, contact support@remark.ai.

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Where published summaries appear

  • Once your workspace has a published summary, your agent can look up review highlights to answer shopper questions about what customers say. Conversation details show this step as Looked up review highlights.
  • Summaries appear on your product pages after Remark turns on the review summary display for your store. Contact your Remark representative to set it up.

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Summary settings

Settings > Reviews has two settings under Review summaries: Select Save changes to apply. For example, instructions can ask Remark to use your product terminology:

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Troubleshooting

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A product has no summary

Confirm that the product is published, isn’t archived, and has imported reviews. A product scheduled to publish later gets a summary at the first import after its publication date. If reviews come from a review integration, confirm that product IDs match between your review platform and Remark, as described in Product reviews.

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New reviews didn’t change the summary text

Edited summaries keep their text when new reviews arrive. Select Regenerate to draft a new version. Unedited published summaries get a new draft, which needs Publish unless Publish summaries automatically is on.

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A save fails with an error on the summary

Each highlighted phrase must appear exactly once in the paragraph, and highlights can’t overlap. Adjust the text and save again.
Need help with review imports or summaries? Contact support@remark.ai.