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Reviews Overview

The Reviews feature in Reputation AI lets you monitor, manage, and respond to customer reviews pulled from connected review sources. Once accounts are connected, reviews are automatically retrieved and organized under one dashboard. This helps you maintain visibility of customer feedback across multiple platforms in one place.

Use the Reviews feature to track your business's reputation, respond to reviews where supported, and export feedback for internal use or reporting. This reduces time spent switching between review platforms.

Why use Reviews?​

Monitoring and responding to customer reviews is essential for building trust and maintaining a positive reputation. However, reviews are often scattered across many platforms, making it difficult to manage them efficiently. The Reviews feature solves this by:

  • Centralizing your reviews from all platforms
  • Enabling faster responses from a single location
  • Providing AI-powered response suggestions
  • Allowing you to export reviews for reporting

What's included​

Get started​

  1. Navigate to Reputation AI > Settings > Connect Accounts.
  2. Click the + icon to connect Google, Facebook, or other review sources.
  3. Go to Reputation AI > Reviews > Manage Reviews to view all reviews.
  4. Reviews will appear once a listing is matched or claimed in the Listings tab.
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Facebook and Google must be connected to enable responses. Some review platforms (e.g., Yelp) do not allow direct third-party responses.

How to View and Manage Reviews​

  1. Go to Reputation AI > Reviews > Manage Reviews.
  2. Scroll down to browse all reviews pulled in from connected sources.
  3. Reviews will begin appearing once a listing is either:
    • Found through Best Match, or
    • Manually marked as yours in the Listings tab.

Reviews are updated every 24 hours after the initial listing is confirmed.

Exporting Reviews​

Export from All Listings​

  1. Go to Reputation > Reviews.
  2. Click the More Options (three dots) icon.
  3. Select Export to CSV.

Export from an Individual Listing​

  1. Navigate to Reputation > Listings.
  2. Select the desired listing.
  3. Go to the Reviews tab.
  4. Click the More Options icon and choose Export to CSV.

The CSV file includes: Date, Source, Review content, and Star rating.

Responding to Reviews​

Where You Can Respond​

  • Google Business Profile (GBP): Must be connected and verified
  • Facebook: Must be connected
  • My Listing page

For all other sources, clicking Respond will redirect to the official review platform.

Using AI Responses​

If you're on a Pro or Premium plan and have language-specific templates:

  • AI detects the review language and suggests a response in that language.
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Yelp does not support direct third-party responses. Clicking Respond redirects to Yelp's platform. Manager access or Yelp login credentials are required to respond.

Review Widget Management​

How to Publish or Unpublish Reviews​

To publish a review on your My Listing page:

  1. Go to Reputation AI > Reviews > Manage Reviews.
  2. Click the Share icon next to a review.
  3. Select Publish on My Listing.

To unpublish Google or Facebook reviews from the Review Widget:

  1. Go to Reputation AI > Reviews > Manage Reviews.
  2. Click the Share icon next to the review.
  3. Select Unpublish from Review Widget.

Widget Types​

  • Free Version: Displays published reviews from My Listing, Google, and Facebook only.
  • Pro Version: Includes additional third-party sources. Yelp reviews are not supported.

Frequently Asked Questions (FAQs)​

Why am I not seeing any reviews?
  • The business has no reviews on connected sources.
  • No listing has been matched or claimed under the Listings tab.
  • There's a disruption with the review source.

Ensure your Business Profile is complete with accurate details, including phone number, to help listings and reviews be found.

Why was a review pulled in late?

Many platforms delay publishing reviews. The published date may match the submission date, but the system can only retrieve it once it's live. For example, TripAdvisor may delay publishing for several days.

Why aren't Facebook reviews showing up?

Facebook must be connected. Connect via:

  • Settings > Connect Accounts, or
  • Overview > Connect next to Facebook
Why can't I respond to a review?

You can only respond to:

  • Google reviews (GBP must be connected and verified)
  • Facebook reviews (account must be connected)
  • My Listing page reviews

All others will redirect to the original platform.

What does "No External ID" mean on a Google response?
  • The review was removed or edited.
  • The GBP listing is unverified or duplicated.

Fixes:

  • Reconnect GBP if the token has expired
  • Contact Google support to verify or resolve listing issues
Can I export reviews?

Yes. You can export all reviews or reviews from a specific listing as a CSV file.

Can AI respond to reviews in other languages?

Yes, if language-specific templates are set up and you're using Pro or Premium.

Can Reputation AI translate reviews?

No. Reviews are not translated, but AI responses will match the original review language (Pro and Premium only).

Can I respond to Yelp reviews?

Only with:

  • Manager access to the Yelp listing, or
  • Yelp login credentials

Yelp does not support third-party integration.