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Manage reviews and reputation

Last updated July 23, 2026

Reviews and reputation tools help your team bring customer feedback into one workspace, respond consistently, and manage review-request activity after service.

Before you begin​

Connect the correct profile in Marketing Connections. Decide who is allowed to publish responses and establish a response style that is helpful, professional, and respectful of customer privacy.

Open Reviews​

Go to Marketing → Reviews.

The workspace can include Google Business Profile, Meta Business Suite, Reviews, Campaigns, Metrics, and Settings, depending on connected accounts.

  1. Open Reviews.
  2. Click the sync action to bring in recent feedback.
  3. Filter or scan by source, rating, response status, or date when those controls are available.
  4. Select a review to open its detail drawer.

Select a review to see its full text and response controls.

Respond to a review​

  1. Open the review.
  2. Read the complete customer feedback.
  3. Check the source, rating, and date.
  4. Enter a concise response.
  5. Remove private job, billing, health, or contact details.
  6. Use the writing-assistance action when available, then edit the result into your company's voice.
  7. Click the save or publish response action.
  8. Sync again later to confirm the response status.

For a serious complaint, follow your company's escalation process before posting. A public response should acknowledge the concern without debating private facts.

Configure review requests​

  1. Open Campaigns.
  2. Review the send cadence and time.
  3. Choose the days on which requests may send.
  4. Set the number of sends allowed by the campaign.
  5. Save the campaign choices.
  6. Open Settings and review whether review generation is enabled.
  7. Review the destination or intercept link used by the workflow.
  8. Save.

Review every suggested response before publishing it to a customer-facing profile.

Monitor reputation results​

  1. Open Metrics.
  2. Review review count and available response or rating measures.
  3. Change the period when the control is available.
  4. Compare results with completed work and review-request timing.
  5. Return to Reviews to address unanswered feedback.

What happens next​

Published responses remain with their original Google or Meta review. Saved campaign and settings choices guide future review-request activity for eligible customers.

Troubleshooting​

New reviews are missing​

Open Marketing Connections, confirm the profile is connected, and refresh it. Return to Reviews and use Sync again.

A response will not publish​

Confirm the connection is active and the review still exists. Shorten the response, remove unsupported characters, and try again.

The wrong profile's reviews appear​

Reconnect the correct business profile or Meta page in Marketing Connections, refresh the profile list, then sync reviews.