Reputation Management — Reviews & Smart Replies
Track customer reviews across Google, Yelp, Facebook, Trustpilot, G2, and Capterra in one dashboard. Send review-request campaigns to happy customers and use AI Smart Reply for negative reviews.
Steps
- Go to Reputation (sidebar > Reputation, requires Growth suite).
- Connect each review platform (Google Business Profile, Yelp, etc.) — once connected, reviews + ratings sync automatically.
- Browse reviews by platform, rating, or status (replied / unreplied).
- For a 1- or 2-star review: click "✨ AI Smart Reply" — the AI drafts a calm, brand-appropriate response you can edit and post.
- Run a Review Request campaign: pick a contact segment (e.g. "Customers — last 30 days") and send a templated request with a direct review link per platform.
Good to know
- Overview tab shows average rating, response rate, and trend by platform.
Example: A restaurant gets a 1-star Google review at 11 PM ("food was cold, server ignored us"). The system auto-creates a high-priority task for the GM and queues an AI Smart Reply that's empathetic and offers a callback to make it right. The GM approves it next morning, the disappointed guest accepts the callback, and the review gets updated to 4 stars after the recovery dinner.