The Reviews section shows all your Google and Facebook reviews in one place. To access them, you'll need to connect your Google and Facebook accounts to the CRM. Once linked, all customer feedback is available in a centralised view, making it straightforward to monitor and manage your online reputation.

Access the Reviews tab within the Reputation section to begin.

Add Reviews

The Add Reviews button lets you upload a CSV file of customer testimonials collected offline or from platforms without a direct integration. You can also enter a review manually if it was recorded elsewhere.

AI Summary

Click AI Summary to refine the summary using filters for specific review pages and custom date ranges, so you can get more focused insights when needed.

No Reviews Yet

If you see the "No Reviews Yet" message, it means your business hasn't collected any reviews yet, or no review platform is connected.

The system provides a combined AI-generated summary of reviews from all connected pages, automatically highlighting recurring themes and popular topics with tags. This gives you an overview of customer feedback, prioritising what customers care about most.

Sending Review Requests

As well as automatic review requests through workflows and manual requests from the Contacts tab, you can send requests directly from the Reviews section. First, make sure SMS and email review requests are enabled and set up in your Reputation Management Settings. Then head back to the Reviews tab and click the "Send Review Request" button. Enter the contact's name and a valid email address or phone number.

Filtering Reviews

Use the filter options to view reviews by star rating or other categories, so you can prioritise feedback that needs attention.

Ratings

Filter by star rating to quickly focus on high or low-rated feedback. This helps you identify satisfied customers as well as those whose concerns need following up.

Sources

Filter by source to view feedback from Google or Facebook separately. This lets you analyse responses and tailor your approach to each platform's audience.

Date Range

Narrow your review list to a specific date range. This helps you track sentiment over time or focus on recent feedback to stay on top of the latest customer experiences.

Spam

Use the dropdown to filter between reviews marked as Spam or Not Spam. The system uses an algorithm that flags potentially fraudulent or irrelevant reviews so they don't affect your online presence.

The search bar lets you find specific feedback by entering a customer's name. This makes it easier to manage reviews and understand customer experiences, helping you make better decisions about your products or services.

Review Card

Customer feedback is displayed in an organised card format. Each card shows the reviewer's name, star rating, submission date, and any comments, making it easy to browse and read through feedback.

Delete/Mark Review as Spam

Hover on the three-dotted button to delete a review or mark it as spam.

Responding to Reviews

Responding to both positive and negative reviews is an important part of maintaining good customer relationships. To reply to a review, click the reply button on the review card, type your response in the text area, and click "Send". This shows customers that you're engaged and care about their experience.

By using these features, you can manage customer feedback effectively, build genuine connections, and strengthen your reputation across platforms.

FAQ

Q: What is Smart Spam detection, and how does it work?

  • A: Smart Spam detection uses an algorithm to identify and flag suspicious or irrelevant reviews, keeping your reputation protected from fraudulent or unhelpful feedback.

Q: What happens to flagged reviews?

  • A: Flagged reviews are held in the system for you to check. You can mark them as "Not Spam" if they're genuine, so you stay in control of what's visible.

Q: Will flagged reviews receive automated responses?

  • A: No, AI-generated replies are disabled for flagged reviews. This means only authentic feedback receives automated responses, avoiding unnecessary engagement with spam.

Q: Can I manually review and adjust flagged reviews?

  • A: Yes, you can manually review flagged items. Mark genuine feedback as "Not Spam" to unflag it and keep your review records accurate.