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Yelp is available in the Messages workspace when it is enabled for your team and your role can view texts. Initial account provisioning and connection are coordinated with Avoca.

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Manage conversations

Open Channels → Messages, then go to the Yelp Conversations view. The conversation workspace is filtered to Yelp and supports the same handling workflow as the main Messages inbox. Before replying manually, review the recent message history, current handling status, assignee, and opt-out state. Confirm whether the AI or a teammate is expected to handle the next response so the customer does not receive conflicting replies.

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Configure the Yelp message agent

Open Settings → Agents → Messages and select the Yelp agent. Depending on the features enabled for your team, per-account controls can include:
  • Enabling or disabling AI responses
  • Per-account brand and assistant names
  • Follow-up nudges and their timing
  • Customer contact details the assistant can share
  • ServiceTitan campaign and tag attribution
Under Brand Name and Assistant Name, choose Configure for each connected account. Use an override when that Yelp account should speak for a different brand or assistant than the rest of the team.
  • A blank Brand name inherits the company name from the Knowledge Base.
  • A blank Assistant name inherits the Yelp agent’s assistant name, then the Knowledge Base assistant name if the agent has none.
  • Clearing a saved override restores that inheritance; it does not leave the account without an identity when a default exists.
The connected account’s Yelp business name identifies the provider account. It does not replace the customer-facing Brand name used in messages. Review the resolved identity for every account, especially when one team manages multiple brands. The saved account identity is also used for follow-up nudges so automated replies do not introduce different names. The message-agent editor also contains Yelp escalation reasons and the customer-facing escalation message. Review every account and the shared escalation settings before enabling AI broadly.

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Configure escalation alerts

The Yelp channel’s Notifications tab is a legacy, read-only summary. Configure current escalation recipients under Settings → Business Info → Team Alerts → Yelp. Team Alerts controls who is notified about an escalation. It does not change the message agent’s escalation reasons or response guidance; manage those under Settings → Agents → Messages.

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Respect opt-outs

The Yelp channel’s Opt-Outs tab opens the team’s text-message opt-out list. Search by phone number or export the list when you need to audit it. Removing an opt-out re-enables messaging for that customer. Do this only after the customer has validly asked to opt back in and your organization has documented that consent.

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Understand Lead Source

Lead Source is an informational integration list. Its generic status cards are not proof that a specific Yelp account is connected or ready for AI responses. Confirm account availability under Settings → Agents → Messages and coordinate provisioning or connection issues with Avoca.

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Go-live check

  1. Confirm that the correct Yelp account appears in the message-agent editor.
  2. Review its AI, brand and assistant names, nudge, contact, attribution, and escalation settings.
  3. Confirm Yelp escalation recipients under Team Alerts.
  4. Verify opt-out handling and team ownership for manual replies.
  5. Test an approved customer journey with Avoca before enabling AI responses broadly.