Can I respond to reviews through a Reputation Manager?

Yes, you can respond to reviews in Reputation Manager (RM).

You can respond to Google and Facebook reviews directly within a Reputation Manager 'Monitor Reviews' report. For all other review sites, we provide a link to your listing where you can log in and reply.

Google and Facebook

To be able to respond to Google Business Profile and Facebook reviews, you need to connect your accounts to Reputation Manager.

We can only submit responses of up to 350 characters from the in-app response field, as this is the maximum length permitted by Google and Facebook APIs. If you need to write a lengthier response, you'll need to visit the review site.

1. Connect accounts

On your 'Manage Reviews' report, select the 'Connect' button.

You will then be taken to your 'Location Manager' page. From here, select the 'Connect' toggle inline with Google Business Profile.

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For full guidance on how to connect a GBP to a Location, see: How can I connect a Location to Google Business Profile?

2. Respond to reviews

Once connected, you'll be able to respond to reviews from within 'Manage Reviews' by clicking the 'Respond' button.

You can only respond directly to Google or Facebook reviews that are marked as 'Unread' or 'Attention Required' under 'Status'.

If you are unable to connect to your Google Business Profile and Facebook accounts you can still reply to reviews. Simply click the 'View' button and follow the link to your listing where you can log in and reply.

If you want help creating a response to a review, simply click the ‘Generate AI Response’ button, and a response that addresses what the customer review mentions will be created for you.

You can edit the generated response, or, if you don't like the first iteration, click again to generate a new one. You can generate up to three responses per review per 24 hours.

Other Review Sites

To reply to reviews on other review sites, click the 'View' button (shown below within the red box) and follow the link to your listing where you can log in and reply.

Review Reply Templates

'Review Reply Templates' is a cutting-edge feature in Reputation Manager (RM) that transforms how you manage business reviews.

It allows you to set up automatic replies to reviews while maintaining that personal touch. For example, if you want to send an automated reply thanking anyone who has left your or your client's business a 4-star review, you can create a template.

You can set up a single template to respond to all reviews that your business receives, or you can set up multiple templates to reply to different kinds of reviews that your business receives. For instance, if you work with multiple businesses or clients, you can set up templates for each individual business. They can also be personalized with the person's first name or your business name.

Learn more about creating 'Review Reply Templates' here: How to create, edit, duplicate, and delete a 'Review Reply Template' in Reputation Manager