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Reviews

How to reply to Google reviews

With your Google Business Profile connected, new reviews appear in Reputation › Reviews and in Conversations. Open the review, click Reply, write your answer (or use the AI suggestion) and post it.

Updated on

Before you start

  • Your Google Business Profile must be connected in Settings › Integrations, using a Google account that is an owner or manager of the listing.
  • You need permission to see Reputation or Conversations.
Where to find it

Reputation › Reviews

Step by step

Reply from Reputation

  1. In the left menu, open Reputation and click Reviews.
  2. Use the filters (for example, by stars or platform) to find the review.
  3. Click the review, then Reply.
  4. Write your reply. If you like, use the AI suggested reply and adjust it to your tone.
  5. Click Post (or Send). The reply appears publicly on your Google listing.

Reply from Conversations

  1. Open Conversations. Each new Google review comes in as a conversation, showing the name of the page it belongs to.
  2. Open the review conversation, type your reply in the text box and send it.
  3. If you have several pages connected, check the page name in the conversation before replying.

Reply well to a negative review

  1. Read it calmly and check the customer's history (appointments, messages, payments) before replying.
  2. Thank them for the feedback and apologize for the bad experience if appropriate.
  3. Explain what you'll do to fix it.
  4. Invite the customer to contact you by phone or email so you can resolve it away from the public page.

Tips

  • Reply quickly: it shows readers that your business listens to customers.
  • Reply to positive reviews too, with a short, personal thank-you.
  • In Reputation, the overview shows your average rating, reviews received and sentiment (positive, neutral or negative).

Common problems

  • Google reviews don't appear → Your Google Business Profile isn't connected, or you connected the wrong listing. Check Settings › Integrations and make sure the status is Connected and the page is correct.
  • The connection looks active but I can't reply → Permissions are missing on the Google connection. In Settings › Integrations, open the missing-permissions warning and click Reconnect to grant them.
  • My reply doesn't show on Google → It can take a few minutes. If it still doesn't appear, check that the connected Google account is an owner or manager of the listing.

Frequently asked questions

Do reviews come in in real time?

New reviews appear in Conversations in near real time once the profile is connected.

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