Why are my clients unable to reply to reviews on Facebook or Google?

There could be various reasons to explain why your clients are unable to reply to Facebook or Google reviews — these include:

1. Facebook and/or Google profiles are not connected to the report

For example, to resolve this for Google, simply click the green 'Connect' button (indicated below). 

On the next page, click the '+Connect' button on Google Business Profile card.

2. Client Access to Reputation Manager is not enabled

You will need to ensure that the 'Enable client access for Reputation Manager' option is switched on (see the red box below).

3. Access tokens have expired

This means that Facebook and / or Google profiles need to be reconnected by clicking on the blue 'Please click here to give us access' link that you can see below.