Collect and reply to reviews with AI
Sync Google, Facebook, and Trustpilot reviews into one inbox, send one-click review requests by SMS or email, and let AI draft or auto-publish replies.
The Reviews page is your reputation management hub: it pulls reviews from Google, Facebook, and Trustpilot into a single inbox, lets you send templated review requests to contacts with one click, and can draft (or fully auto-publish) AI replies to incoming reviews.
Opening Reviews
Click Reviews in the sidebar. The header shows four stat cards — Overall rating (weighted across platforms), Total reviews, Awaiting reply, and Requests sent — plus a Sync Now button once a platform is connected.
There are four tabs: Reviews, Send Requests, AI Auto-Reply, and Integrations.
Standard operating procedure: set up review management
1. Connect your review platforms (Integrations tab)
| Platform | How to connect |
|---|---|
| Google Business Profile sync. Currently unavailable — the API integration is pending approval from Google. The Connect button is disabled until approval lands. | |
| Click Use connected Facebook Page. This reuses the Facebook Page already linked under Settings → Integrations — connect it there first. | |
| Trustpilot | Click Connect Trustpilot, then enter your website domain and your Trustpilot API key (from Trustpilot Business → Integrations → API). |
Each connected card shows average rating, last synced time, and Sync now / Disconnect actions.
2. Set up review requests (Send Requests tab)
- Expand Request templates and customize the SMS template, Email subject, and Email body. Use merge fields like
{{review_link}},{{company_name}}, and{{first_name}}. - Set where the review link points: either a Custom review link (e.g. your Google review URL
https://g.page/r/…) or the review page of a connected platform (Preferred platform for the link). - Click Save templates.
To send a request: search for the contact, then click SMS or Email next to their name — one click sends the templated request. Buttons are disabled when the contact has no phone/email, has unsubscribed, or when no review link is configured yet. The Recent requests table below shows each send with its status.
3. Configure AI replies (AI Auto-Reply tab)
- Auto-draft replies on sync — every new review that syncs in gets an AI-drafted reply waiting for your approval in the Reviews tab (marked with an AI draft ready badge).
- Auto-publish without approval — automatically posts AI replies for reviews rated at or above your chosen threshold (default 4+ stars). Lower-rated reviews always wait for a human.
- Pick a Reply tone (friendly, professional, apologetic, enthusiastic) and add optional Business instructions (e.g. “Always mention our 24/7 support line. Never offer refunds in public replies.”).
- Use the Try it out card to generate a sample reply — nothing is posted.
Click Save AI settings. AI replies use your connected LLM model; you can pick one under Settings → Integrations.
4. Work the inbox (Reviews tab)
Filter by platform, status (Needs reply / Replied / Ignored), and star rating. On each review you can write a reply manually, click Generate AI Reply (or Regenerate with AI), and Send Reply. Replies show whether they were Published on the platform or Saved locally.
Prerequisites and limits
- Reviews must be enabled for the sub-account (the sidebar item shows a padlock / upgrade prompt otherwise).
- Google sync is blocked until Google approves the platform’s API access — use a custom review link for Google review requests in the meantime.
- Facebook requires the Page connected in Settings → Integrations; Trustpilot requires a Trustpilot Business API key.
- Review requests need a review link plus a reachable, subscribed contact (phone for SMS, email for email).
- AI replies require an LLM model configured (sub-account, agency, or platform default).