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Reviews ​

Reviews are the single most-watched piece of any Google Business Profile. The platform centralizes every review across every client, with AI-suggested responses and saved templates for speed.

Two ways to access ​

  • Per-profile: open a profile → Reviews tab. You see only that profile's reviews.
  • Global (/reviews): every review across every profile you have permission to see. The fastest way for an account manager handling many clients.

The global view is feature-flagged (globalReviewsView) — if you don't see it in the sidebar, your org has it disabled.

The review list ​

Each row shows:

  • Star rating (1–5)
  • Author name and avatar (when Google provides it)
  • Review date
  • Snippet of the review text
  • Reply status (replied, awaiting reply, no reply yet)
  • Sentiment classification (positive / neutral / negative — AI-detected)

Filter by:

  • Star rating
  • Profile / business
  • Sentiment
  • Reply status
  • Date range
  • Has-photos / no-photos

Replying to a review ​

Click a review to open the response panel.

Two ways to draft a reply ​

  1. AI-generated — click Generate Reply. The AI uses the brand profile, the review text, and any saved guidance to draft a response in the brand voice. Edit before sending.
  2. From scratch — type your own.

Tone matching ​

The AI calibrates to the review's sentiment:

  • 5-star: warm thank-you, mention something specific from the review.
  • 4-star: thanks + light acknowledgment of the lower star.
  • 3-star: empathy + offer to discuss.
  • 1–2-star: apology, no excuses, invitation to a direct channel (phone, email).

Sending ​

Click Reply on Google. The reply posts to Google within seconds. The review row updates to "Replied" and shows your response below the original.

Editing or deleting a reply ​

You can edit replies in Google's interface (the platform doesn't expose edit-reply — Google's API limits it). To delete via the platform: review → ⋯ → Delete Reply.

Bulk reply ​

For an inbox of 40+ unanswered reviews:

  1. Filter to the batch you want to tackle (e.g. all 5-star, unreplied, last 30 days).
  2. Click Select All at the top.
  3. Bulk Reply with AI generates a unique response for each (in parallel).
  4. Review each draft inline; tweak as needed.
  5. Click Send All.

The platform spaces sends slightly (rate-limit safety) — typically 50 replies in ~2 minutes.

Negative-review playbook ​

For 1–2-star reviews, the standard workflow:

  1. Reply publicly, briefly and apologetically. Don't litigate.
  2. Move offline. Provide a direct phone or email in the reply.
  3. Open a case in the platform to track resolution.
  4. If the review violates Google's policies (fake, harassment, off-topic), flag for removal via Review → Report to Google.

Spam & policy violations ​

Click Report to Google on a review the platform suspects is spam. You'll select a violation reason; Google reviews the report (1–7 days typically). The platform tracks the report status.

Notifications ​

Personal notification preferences (Settings → Personal Notifications) currently cover case-thread activity (new messages and @mentions). Review-specific per-event email toggles — "New review on any profile I manage," "New negative review," "Review reply approved," "Review removed by Google" — are on the Roadmap under Org Owners. In the meantime, new reviews surface in the dashboard activity feed and the per-profile Reviews tab.

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