> ## Documentation Index
> Fetch the complete documentation index at: https://docs.remark.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Reviews

> Import product reviews, then edit and publish the review summaries shoppers and your agent see.

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](/dashboard/team-member-permissions.md).

## Import reviews

Connect [Okendo, TurnTo, or Yotpo](/integrations/product-reviews/overview.md) 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](/api-reference/introduction.md) 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:

| Field | Accepted headers | Notes |
| - | - | - |
| Review ID | `externalId`, `reviewId`, `id` | Required. Use a different ID for each review, even when two reviews have the same text. |
| Product | `productExternalId`, `productId`, `product` | Required. Rows with an unknown product are skipped. |
| Rating | `rating`, `score`, `stars` | Whole number from 1 to 5 |
| Title | `title`, `subject`, `headline` | |
| Review text | `body`, `review`, `content`, `text`, `comment` | |
| Author | `authorName`, `author`, `name`, `reviewer` | |
| Date | `reviewedAt`, `date`, `createdAt` | |
| Verified buyer | `verified`, `verifiedPurchase` | `true`, `false`, `yes`, `no`, `1`, or `0` |
| Language | `language`, `locale`, `lang` | |
| Images | `mediaUrls`, `media`, `images`, `photos`, `imageUrls` | URLs separated by spaces, commas, or semicolons |

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.

## 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](#summary-settings) 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.

## Review a summary

Open **Products**, select a product, and select the **Reviews** tab.

| Section | What it shows |
| - | - |
| Review summary | The summary paragraph, its status, the average rating, and the review count. Hover over a highlighted phrase to read the reviews it came from. |
| Customer answers | Answer counts for review questions your review platform collects, such as fit or sizing. The counts update as reviews arrive. |
| Themes | Topics reviewers mention, each with a sentiment, a short description, and supporting reviews |

A product without imported reviews shows **No review summary yet**.

| Status | Meaning |
| - | - |
| Generating | Remark is writing the draft. |
| Draft | The summary has never been published, or the draft was edited or regenerated after the last publication. |
| Published | Shoppers and your agent see this summary. |
| Generation failed | The last generation didn't finish. The summary keeps its earlier content. |

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**.

## 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.

## 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.

## 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`.

### 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.

## Summary settings

**Settings > Reviews** has two settings under **Review summaries**:

| Setting | What it does |
| - | - |
| **Instructions** | Optional guidance for how Remark summarizes your reviews, up to 10,000 characters. Instructions take precedence over your agent's voice. Review evidence, the summary format, and anonymous attribution still apply. Regenerate existing summaries to apply changes. |
| **Publish summaries automatically** | When you turn this on and save, Remark publishes existing drafts, including manual edits, and publishes future generated summaries without review. Later manual edits still need **Publish**. Turning it off leaves published summaries live. |

Select **Save changes** to apply. For example, instructions can ask Remark to use your product terminology:

```txt theme={null}
Call the waterproof membrane "StormSeal." When reviewers mention sizing, say whether they found the fit true to size.
```

## Troubleshooting

### 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](/integrations/product-reviews/overview.md#what-syncs).

### 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.

### 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.

> [!NOTE]
>
> Need help with review imports or summaries? Contact `support@remark.ai`.


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