Reviews and listings
Read and reply in the Reviews Inbox
Find reviews with search, filters and tags, reply on Google Business Profile and Facebook, write replies with AI or templates and share a review as a post.
The Reviews Inbox (Reputation > Reviews Inbox) shows the reviews of the location chosen at the top, newest first, from the last 12 months. Reviews come from the Google Business Profile and Facebook Pages connected to the location.
Find reviews
- Search by a word in the review or the reviewer's name.
- Date range: Last 12 months, the last 7, 30 or 90 days, or a Custom Date.
- Filter: Sources, Ratings (1 to 5 stars), Recommendations (Recommends, Does Not Recommend), Reply Status (Replied, Not replied, Pending), Review Content (With text, Rating only) and Tags. Choose Apply, or Reset to clear them.
- Refresh checks the location's platforms for new reviews at once.
Reply
- Write in the reply box under the review.
- Choose Send. The reply is published on Google Business Profile or on Facebook, where a reply to a recommendation is a comment on it.
You can edit your reply later. Delete Reply removes it from the platform too. A reply that someone wrote on Facebook itself can only be deleted on Facebook. Images and GIFs in Facebook replies are not available yet.
Write a reply with AI
Generate with AI writes a reply for you to check before sending. Pick a Tone (Warm and friendly, Empathetic, Concise, or Crisp and professional) and a Language: the review's own, or one of 49 languages. Text already in the box is improved instead of replaced. The AI knows the business name, the brand and the brand's Brand Context.
Each reply uses one AI credit of your workspace, the same credits as AI Pilot (not the Reviews e-mail credits). AI replies need the operator's AI key: without it, Generate with AI is off and the inbox says AI replies are not configured. See How AI credits work.
Reply templates
Reply Templates on a review inserts a saved reply with its fields filled in for that review: Reviewer's name, Location name, Brand Name, Review Rating, Location Phone and Contact Information (from Brand Context). Manage them in Library > Review Reply Templates: two default templates are there to start with, and each template is for one brand or every brand. Add fields with Insert Field: a field typed by hand that is not one of these six is refused when you save the template.
Tags
Add Tag puts a tag from Setup > Tags on a review, to group and filter reviews. Archived tags stay on reviews but cannot be added again.
Replies waiting for you
When an Automate Replies rule is set to wait for confirmation, its reply appears on the review as a suggestion. Edit it if needed, then Confirm to publish it or Discard it.
Share a review as a post
Share as post opens Create Post in SocialApp with the review's text and the reviewer's name, ready to schedule to your social accounts.
Who can reply
The account owner, Reviews Admins, Managers and clients whose Reviews switch is on. A client whose Reviews switch is off does not see the Reviews Inbox, the reply templates or Automate Replies.