Reviews: reply to Google reviews, publish posts & embed the wall

Reviews is your Google Business Profile desk: once the Google Business Profile integration is connected (see the integrations hub), your reviews sync in automatically every 15 minutes — replies you post here appear on Google itself. Four tabs: Inbox (read, filter and reply), Posts (publish Google updates, offers and events), Insights (AI topics + profile performance), and Settings (location, notifications, widget, real-time). Manager permission required, like other manage pages.

The inbox. The header shows your live numbers — average rating, total reviews, response rate, median response time, and how many more 5-star reviews reach your next rating milestone — plus a rating-distribution chart and a monthly trend. Filter chips (Unreplied, Needs approval, Low ratings, Replied) and search narrow the list, and clicking a bar in the rating breakdown filters to that star count. Each review card carries the stars, the text, and badges for New / Unreplied / Replied; open the composer to write a reply, pick a tone, or hit the AI draft button. Replies post to Google first and only then save locally, so what you see here is always what customers see there.

AI replies and approvals. When a new review lands, the Review Responder waits a configurable delay (default 4 hours, so replies feel human), then either drafts a reply for your approval — you get a notification and the review shows a violet AI-draft badge with one-tap Approve — or, on bands you set to auto, posts it directly and marks the review as answered by AI. Tone, signature, banned phrases, reply-in-their-language and extra instructions all live on the agent's page. Each AI reply costs 1 credit; every run is logged on the agent's activity feed.

Posts. The Posts tab composes posts for your Google Business Profile — the updates, offers and events that show in Search and Maps — and, with the Social posting add-on ($29/mo), the same composer also publishes to your Facebook Page and Instagram: pick the platforms on the chips above the editor (Instagram needs a photo). Write the summary (or let the AI writer draft it for 1 credit), add a call-to-action button and image, then publish now or schedule. Statuses: Draft, Scheduled, Publishing, Live, Rejected (content policy — usually a phone number or URL pasted into the text), and Failed (the error is kept so you can retry).

Insights. The Insights tab runs AI over your review text to extract the topics customers praise or complain about (with counts and real quotes) plus an executive summary, refreshed weekly or on demand with Refresh insights (3 credits). Once Google approves the Performance API for the platform, a performance card adds search/maps impressions, calls, website clicks and direction requests for the last 90 days — until then that card simply stays hidden.

Reviews that sell. Every sync also matches reviewers to your customer records by unique full-name match (ambiguous names stay unlinked), so matched review cards show the customer's lifetime value and link to their record — you instantly know if you're answering a one-visit wash or a $5,000 PPF client. On any 4–5 star review with text, Use on quotes adds it to the testimonial catalog printed on your quote and invoice PDFs (manage that catalog under Settings → Quotes). The Insights tab charts your rating against booked revenue and lists high-value customers who never reviewed — the warmest people to ask. And once the website widget switch is on, your booking page shows a compact Google-rating badge under the shop name, linking to your review wall.

Settings, notifications and real-time. Reviews → Settings holds the connection card (location picker, last sync, Sync now), notification preferences (instant email for every review or low ratings only, instant push, the Monday weekly digest, and an override recipient), your review link with a QR code, and the website widget card. New reviews arrive in seconds via the social API's webhook — there's nothing to set up.