Feature
Review management
Every new review gets a reply written in your voice, and none of them is posted until someone has read it. For collecting reviews, you get a link and a QR code that send every customer to Google, however their visit went.
- Checked for
- Every 30 minutes
- Replies
- Drafted for every rating; approval on by default
- 1–3 star reviews
- Always read by a person before any reply
- Collecting
- A review link and a QR code
- Filtering
- None. Every rating is sent to Google
What it does
Every half hour the product checks your Google profile for new reviews. For each one it drafts a reply as the business: it thanks the reviewer by name, mentions the job only if they mentioned it, and keeps it to a few sentences.
The draft waits in the Reviews screen for approval. A reply to a one, two or three star review always waits for a person, whatever else is changed. Low-star reviews are also checked once against Google's content policy, and one that looks like spam or is off-topic is marked 'Flagged for policy'.
For collecting new reviews, each business gets a review link and a downloadable QR code. The customer taps how the visit went, Excellent, Good, Ok or Bad by default, and is taken to Google to write the review.
Why it matters
Reviews do two jobs. Google uses them to decide which businesses to show, and customers read them before they call. An unanswered review, and especially an unanswered bad one, tells the next customer that nobody is paying attention.
Replying only takes a few minutes, which is exactly why it gets put off. With a draft already written, each reply becomes a decision, approve it or change it, rather than a writing job at the end of a long day.
How it works
A review arrives
The half-hourly check finds it on your Google profile and records the rating and the text.
A reply is drafted
The draft uses your business name, your city and the tone settings from your training. If the reviewer named the job, the reply can refer to it. If they didn't, it doesn't invent one.
Low ratings are held
A one to three star review is marked as needing a person and checked against Google's policy. It is never answered automatically.
You approve
Open Reviews, read the draft and approve it. Approved replies are posted to Google a few a day.
New reviews come in
Hand the link to customers after a job, or print the QR code on an invoice or a counter card. Every choice leads to Google.
What you do
Approve the replies. By default nothing is posted until someone does, so a week away means a week of reviews waiting for an answer. There's no email reminder: waiting replies show in the Reviews screen.
If you come to trust the drafts, you can let replies to four and five star reviews go out on their own. Replies to one to three star reviews always wait for you.
Write the hard ones yourself if you'd rather. A furious one-star review often deserves a reply only the owner can give, and the draft is a starting point, not a script.
Ask for the reviews. The link and the QR code make leaving one easy, but someone still has to put them in front of the customer: the product doesn't text or email your customers.
Where it stops
- It doesn't send review requests. There is no texting or emailing of new or past customers; sharing the link is up to you.
- It doesn't remove or dispute reviews. 'Flagged for policy' marks a review that looks like it breaks Google's rules, and reporting it to Google is your call.
- There are no email or text alerts to the owner when a review comes in. New reviews appear in the Reviews screen.
- It won't keep an unhappy customer away from Google. You can add a private feedback form to a reaction, but the customer is still offered Google once they've sent it.
- It doesn't write reviews, suggest wording to customers, or put reviews on your website.
Questions about review management
Will it post a reply I haven't seen?
Not unless you tell it to. By default every drafted reply waits for approval. You can choose to let replies to four and five star reviews go out on their own, but a reply to a one to three star review always waits for a person.
Does the review link screen out unhappy customers?
No. Every reaction leads to Google by default. You can add a private feedback form for a bad visit, but the customer is still offered Google after sending it. Filtering unhappy customers away from Google breaks Google's rules, and the product won't do it.
What does 'Flagged for policy' mean?
The review was checked against Google's content policy and looks like it may break it: spam, a fake, or something unrelated to the business. A review is never flagged just for being negative. The product marks it; it doesn't report it for you.
Can I change how the replies sound?
Yes. Training has tone settings and standing instructions just for review replies, and every draft can be changed before it's approved.
Where should the QR code go?
Wherever the customer is when the job is done: an invoice, a leave-behind card, the front counter. It downloads as an image you can print, and the link behind it doesn't expire.
Keep reading
Where it matters most
Related features
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