Reviews
The Reviews page helps you monitor your online reputation, respond to customer reviews across platforms, and grow your online presence. You can track reviews from Google, Yelp, Facebook, and NextDoor, use AI to draft responses, and send review requests to customers.
Before you start
To import and respond to Google reviews, you need to connect your Google Business Profile. Without this connection, you can still view reviews from other platforms, but you won't be able to sync Google reviews or publish responses directly to Google.
Connect Google Business Profile
Go to Settings and select the Reviews tab.
Under Google Business Profile, you'll see setup instructions for creating Google API credentials.
Follow the steps to create a project in Google Cloud Console, enable the Google Business Profile API, configure the OAuth consent screen, and create an OAuth 2.0 Client ID.
Enter your Client ID and Client Secret in the settings form and click Save Credentials.
Click Authorize Google Access to complete the OAuth connection.
After authorization, select the Google Business location you want to sync reviews from.
Once connected, the settings page shows your selected location name, last sync timestamp, and sync count. You can click Sync Now to manually pull the latest reviews, or Disconnect to remove the integration.
If your Google authorization expires, you'll see a message prompting you to reconnect. Click Reconnect Google Business to restore the connection without re-entering your credentials.
Reviews dashboard overview
Navigate to Reviews in the main navigation to access the reviews dashboard. The page displays metrics, platform breakdowns, AI insights, and your review list.
Review metrics
At the top of the page, you'll see key metrics:
Total Reviews — The total number of reviews across all connected platforms.
Avg Rating — Your average star rating across all reviews.
Needs Response — The number of reviews awaiting a response.
Solicitation Rate — The percentage of customers who have been sent review requests.
Sentiment — Overall sentiment analysis of your reviews (positive, neutral, or negative).
Platform breakdown
The By Platform section shows review counts and average ratings for each platform: Google, Yelp, Facebook, and NextDoor. This helps you identify which platforms need more attention or have the most engagement.
AI Reputation Insights
When you run an analysis, the AI Reputation Insights section displays AI-generated observations about your reviews. Each insight includes:
A type badge indicating whether it's a risk, opportunity, or achievement
A title and description explaining the insight
An optional suggested action you can take
Managing reviews
Filter reviews
Use the filter buttons at the top of the review list to narrow your view:
All Reviews — Shows every review across all platforms.
Needs Response — Shows only reviews that haven't been responded to yet.
Urgent — Shows reviews flagged as urgent based on sentiment or content.
Review cards
Each review appears as a card showing:
Reviewer name and platform (Google, Yelp, Facebook, or NextDoor)
A URGENT badge if the review requires immediate attention
Customer name in parentheses if the reviewer matches a customer in your database
Review text preview
Relative time (e.g., "just now", "5m ago", "2h ago", "3d ago")
Sentiment label (positive, neutral, or negative)
A RESPONDED icon if you've already replied
Respond to reviews
Click a review card to expand it and see the full review text, themes detected by AI, and response options.
Generate an AI response
For reviews that need a response, click Draft AI Response. The system generates a suggested reply based on the review content and your business context. Review the AI-drafted response, then:
Publish Response — Posts the response to the review platform (requires Google connection for Google reviews).
Skip — Dismisses the draft without publishing.
Mark as no response needed
For reviews that don't require a reply (such as simple positive feedback), click No Response Needed. This removes the review from your "Needs Response" queue and marks it as handled.
Pending approvals
If your workflow requires approval before publishing responses, the Pending Approvals section shows draft responses awaiting review. For each pending approval:
Review the draft response text.
Click Approve to publish the response.
Click Dismiss to reject the draft and generate a new one.
Automated workflows
The reviews dashboard includes several AI-powered workflows to help manage your reputation efficiently.
Run Review Agent
Click Run Review Agent to execute a comprehensive workflow that:
Sends review requests to eligible customers
Processes new reviews
Drafts responses for reviews that need them
This automates much of your review management workflow in a single action.
Send Review Requests
Click Send Review Requests under Agent Workflows to solicit reviews from customers who have recently completed service visits. The system identifies eligible customers and sends them review request messages via your configured notification channels.
Analyze New Reviews
Click Analyze New Reviews to run AI analysis on recently received reviews. This identifies themes, sentiment patterns, and generates insights that appear in the AI Reputation Insights section.
AI Analysis
Click AI Analysis in the top-right to generate a comprehensive analysis of your review performance. This produces insights about risks, opportunities, and achievements based on review patterns over time.
Sync Google reviews
Click Sync Google to manually pull the latest reviews from your connected Google Business Profile. This imports any new reviews and updates existing ones with the latest data.
Google reviews sync automatically on a regular schedule. Use the manual sync button only when you need immediate updates, such as after posting a response on Google directly and wanting it reflected in your dashboard.
Troubleshooting
No reviews appear
If you don't see any reviews on the dashboard:
Verify that you've connected your Google Business Profile in Settings.
Check that you've selected a location after authorizing Google access.
Click Sync Google to import reviews manually.
For non-Google platforms, reviews appear automatically as they're detected.
Can't publish responses to Google
If you can't publish responses to Google reviews:
Ensure your Google Business Profile connection shows Connected status in Settings.
If the connection shows Expired, click Reconnect Google Business to restore access.
Verify that your Google API credentials have the correct permissions and redirect URI configured.
Google authorization expired
Google OAuth tokens expire periodically. When this happens, you'll see a message: "Your Google authorization has expired. Reconnect to continue syncing reviews." Click Reconnect Google Business to refresh the authorization without re-entering your credentials.
AI response drafts aren't generating
If Draft AI Response doesn't produce a suggestion:
Ensure the review has text content to analyze (some platforms may show ratings without text).
Check that your organization has AI features enabled.
Try refreshing the page and clicking the button again.
Empty state message
If you see "No reviews match the current filter," try switching to All Reviews to see if you have any reviews at all. If the list remains empty, check your platform connections.