KNOWLEDGE BASE ============== ############################################################ SECTION: Platform Overview ############################################################ -------------------------------------------------------------------------------- ARTICLE: Platform Overview -------------------------------------------------------------------------------- Welcome to the documentation. This article explains how these guides are organized and gives you a map of the platform so you know where everything is before you start. --- What You'll Find Here --- **What This Knowledge Base Covers** This knowledge base will teach you how to use the platform to manage your online reviews, grow your visibility on Google, track your visibility on AI platforms, and manage your engagement on social media. **An Article for Every Feature** You'll find an article covering every feature of the platform, each one explained in simple language so that anyone, regardless of technical background, can understand it and start using the platform with confidence. --- Ask AI --- **Getting Instant Answers** If you have any question about how the platform works, you don't need to search through every article yourself. Just click the **Ask AI** button in the bottom-right corner of the page to open a chat with an AI assistant trained on this knowledge base. **Answers Straight From the Guides** The assistant reads through these guides to answer your question, so you get a clear, accurate answer drawn directly from the documentation, without needing to track down the right article yourself. --- How the Platform Works --- **Your Reputation, All in One Place** The platform helps you get more reviews, respond to them, and turn them into visibility and new customers, all from one place. **Collecting and Responding to Reviews** You collect reviews through your personal review link, shared with customers in person, by QR code, or through automated review requests. Once reviews come in, you can reply to them yourself, or let the SEO Agent reply for you automatically. **Tracking Your Visibility** You can track your visibility on Google, and your ranking on AI assistants like OpenAI's ChatGPT, Gemini, Perplexity, and Grok, so you always know where you stand against your competitors. **Turning Reviews Into Content** Your best reviews can be turned into content automatically — the GEO Agent writes articles for your website, and the Social Agent shares your reviews to your social media pages. **Your AI Chat Assistant** The platform also has a built-in AI Chat assistant. Just ask, and it answers your questions or takes care of tasks for you. --- A Map of the Platform --- **Reputation** Everything about reviews: a **Dashboard** with your rating and progress, the **Reviews** feed where you read and reply, **AI Sentiment** for what customers are really talking about, and **Employees** and **Leaderboard** if you track reviews by team member. This is also where you find your review **Link**, the pages for sending review requests and their **Templates** and **Contacts**, automatic sending, and the **SEO Agent**. **Visibility** How findable you are: a **Dashboard**, **Maps Ranking** for your position on Google Maps, **AI Ranking** for how you appear on AI assistants, **Performance** for the numbers behind it, your Google business **Profile**, your **Website**, the review **Widgets** you embed on your site, and the **GEO Agent**. **Engagement** Your content: the social **Feed** of what's been published, the **Template** that controls how your shared reviews look, and the **Social Agent**. **Chat** The AI assistant, where you can ask questions about your own data and have it carry out tasks for you. **Settings** Your configuration: **Limits** for what your plan provides and what you've used, **Integrations** for connecting review sites and messaging channels, **Locations** if you manage more than one, **Team** for the people who work with you, **Automate** for API and automation tools if your plan includes them, **Notifications**, **History**, **QR Code**, **Billing** and your own **Account**. --- Platform Setup --- **Where to Start** If you're just getting started, the natural first step is connecting your review platforms, so the platform can begin pulling in and managing your reviews. Head over to the [Integrations](/integrations) article to get started. ############################################################ SECTION: REPUTATION ############################################################ -------------------------------------------------------------------------------- ARTICLE: Your Review Link -------------------------------------------------------------------------------- Your review link is the page you send customers to so they can leave a public review or contact you privately. It's the starting point for almost every review you collect, so it's worth setting up carefully. You'll find it under **Reputation**, in the **Requests** group, on the **Link** page — settings on the left, a live preview of the page on the right. --- What Your Customers See --- **The Filter Page** By default the link opens on the filter page, which asks **"How would you rate your overall experience with us?"** and shows two choices: **Leave a review** (Share your experience) and **Message us** (Contact the team). The first takes the customer to your review sites; the second opens a private contact form. **The Review Page** The review page lists every review site you have switched on, in the order you set. The customer taps one and lands on that site's review form. Anything else you have enabled — the video testimonial option, the private feedback option, the AI review suggestion card — appears in the same list. **The Contact Page** The private contact form collects **Name**, **Email**, **Phone Number** and **Your feedback**, plus a consent checkbox. What the customer writes there is never published: it arrives in your **Reviews** section as private feedback so you can follow it up yourself. **Thank You Pages** There are three separate thank-you pages — one after a private message, one after a public review, one after a video testimonial — and you can edit each one independently. --- Setting Up the Link --- **Filter Page Tab** The **Filter Page** tab holds the settings behind the first thing customers see: your **Custom URL**, your **Media**, and — depending on your plan — the **Disable Experience Filter** switch. **Choosing Your Custom URL** The **Custom URL** is the last part of your review link address. It must be between 3 and 63 characters and can't already be taken. If someone else is using it, you'll see "This custom URL is already in use. Please choose a different one". A **Preview URL** below the field shows the full address before you save. **Important:** changing your custom URL later breaks the old address. As the tooltip warns, your previous URL and any QR code linked to it will no longer lead to your review link. Decide on your custom URL **before** you print anything with the QR code on it. **Adding Your Media** **Media** is the image or video shown at the top of the page. Supported formats are images (JPG, PNG) up to 10MB and videos (MP4, MOV, WEBM) up to 100MB. Using your own logo tells customers they are in the right place. **Skipping the Filter Page** If your plan includes it, **Disable Experience Filter** hides the filter page completely and customers go straight to the list of review sites. The **Private Feedback** option only appears on the review page when the experience filter is disabled. Otherwise, private messages come in through the **Message us** button. --- Review Sites --- **Turning Sites On and Off** The **Review Sites** tab lists every site available to you with a switch beside each one. Turn off anything you do not want to send customers to. At least one must stay on — if you try to save with everything off, you'll see "At least one review site must be enabled". **Changing the Order** Each row has a drag handle. The order you set here is exactly the order customers see on the review page, so put the platform that matters most to you at the top. **Video Testimonials and Private Feedback** Two entries in this list are not external sites: **Video Testimonial** (available depending on your plan) and **Private Feedback**. They behave like the others — switch them on to add them to the review page and drag them where you want them. **Adding Your Own Links** **Add Custom Integration** covers any review site that isn't already in the list. Enter a **Name** and the **URL** of your business's review page, and a new button with that label appears on your review page. You can add as many as you like. Custom entries are the only ones you can delete. **Deleting one is permanent**, so you'll be asked to tick a confirmation box first. --- AI Review Suggestion --- **What Customers Get** With **AI Review Suggestion** switched on, a **"Not sure what to write?"** card appears at the bottom of your review page. It opens a short form headed **Rate your experience**, where the customer rates each of your criteria from 1 to 5, can add **Additional comments (optional)**, and presses **Generate review**. **What Happens Next** The customer lands on a **"Review ready to copy"** page with a draft built from their own ratings and comments. They edit it if they want, press **Copy Text**, and are taken to the review site to paste and publish it. With only one site enabled they are redirected automatically after a short countdown; with more than one they pick the site from a list. **Evaluation Criteria** **Add Evaluation Criteria** defines what customers rate. Each criterion takes a **Name** and a **Description** — for example "Customer Service" with "Rate your experience with our customer service team." You can have up to five, at which point the panel says "You've reached the 5-criteria limit. Remove one to add another." Criteria can be dragged into order, edited or deleted. **Icons and Keywords** **Evaluation Criteria Icon** sets how the 1-to-5 scale is drawn: **Stars**, **Hearts**, **Dots** or **Faces**. **Keywords** lets you add words you would like the generated drafts to work with, such as your services or your area. --- Texts and Other Options --- **Editing the Wording** The **Texts** tab has a collapsible block for every page — **Filter Page**, **Review Page**, **Contact Page**, **Review Suggestion**, **Video Testimonials Page**, the three **Thank You** pages and **Kiosk Mode** — and inside each you can rewrite titles, subtitles, button labels, field labels and placeholders. You don't have to fill anything in: any field you leave blank shows the default text. **Languages Are Handled for You** The page detects the language of your customer's browser and displays itself in that language, falling back to English. The texts you write yourself are translated for the visitor too, so you only write them once. **Other Tab** **Other** holds **Disable Personal Data Consent**, which removes the consent request on the private feedback form, and — if your plan allows it — **Disable Branding**, which removes the platform's branding from the page. **Saving Your Changes** Nothing goes live until you press **Save**; **Clear** discards unsaved edits. The preview updates as you type, and the menu above it jumps the preview to any page of the flow so you can check your wording in place. --- Sharing the Link --- **Opening and Previewing** The buttons at the top of the page open your review link in a new tab and open the kiosk mode page. Walk through it yourself once before you start sharing it. **Kiosk Mode** The kiosk page is a full-screen display headed **"We invite you to review our business!"** with your QR code on it. Open it on a tablet at your counter, or use **Download Kiosk Mode page** from the download menu to print it and stand it on a desk or table. **The QR Code** **Download QR Code** saves the code as a high-resolution image for flyers, business cards, receipts or signage. It points to your review link, so it will stop working if you change your custom URL afterwards (see **Choosing Your Custom URL** above). **Quick Access Anywhere** The quick actions around the platform — **Copy Link**, **Share Link** and **Open QR Code** — give you the same link without going back into the settings, which helps when a customer is standing in front of you. -------------------------------------------------------------------------------- ARTICLE: Getting Reviews (Requests) -------------------------------------------------------------------------------- Sharing your link by hand works, but the platform can also send review requests for you by email, SMS and WhatsApp, so you collect more reviews without chasing every customer. Everything lives under **Reputation** in the **Requests** group: **Link**, **Send**, **Templates**, **Contacts**, **Auto-Send** and **Opt-In**. --- Ways to Ask for Reviews --- **Sharing the Link Yourself** The simplest method needs nothing set up: copy your review link and send it to a customer however you normally talk to them. **Copy Link** and **Share Link** are available as quick actions around the platform. **In Person with the QR Code** Print the kiosk page or the QR code and put it where customers naturally pause — the counter, the reception desk, a table tent, the receipt. They scan it and land on the same review link page. **Requests Sent for You** For everything else you need at least one **Template** — what the message says. Until you have one, the **Send** page shows **No Templates Yet** and a **Create Template** button, and nothing can go out. **Contacts** (who to write to) are what a **Mass Campaign** and **Auto-Send** work from, but a **Quick Request** does not need them: you type the recipients into the dialog yourself. So an empty contact list no longer closes the **Send** page — you can send your first quick request before you have added anybody. --- Adding Contacts --- **Adding Them by Hand** On the **Contacts** page, **Add Contacts** opens a form with one row per person: **First Name**, **Last Name**, **Phone Number**, **Email**, **Service Date** and **Service Time**. No single field is required, but each row needs at least an email or a phone number — otherwise you'll see "All contacts must have at least one valid phone number or email". Use **Add contact** to add more rows, up to 1000 in a single submission. **Importing a CSV** **Upload from CSV** lets you import a whole customer list at once. A CSV file is a simple spreadsheet file that Excel, Google Sheets and most customer systems can save. Yours needs the columns **First Name**, **Last Name**, **Phone** (including the country prefix, e.g. +1), **Email** and **Service Date**. Download the example file first and fill it in — it's by far the fastest way to load an existing customer list. Rows with neither a phone nor an email are skipped, and an import of more than 1000 contacts in one go isn't accepted at all. **Duplicates Are Merged** If a contact you add already exists with the same phone number or email, the platform updates that contact instead of creating a second one, so re-importing an overlapping list will not double up your sends. **Editing and Deleting** The pencil icon edits **First Name**, **Last Name**, **Email** and **Phone Number** — the service date can't be changed afterwards. The trash icon deletes the contact after you tick "I confirm that I want to delete this contact." Each card also shows when the contact was added, their service date if any, and whether they have been contacted. **Sending to One Contact** Contacts you have not yet written to show a paper-plane icon. It opens **Send quick request**, where you pick a template and send immediately. If you don't have a template for any of the contact's channels, you'll see a clear message instead — for example "This contact has only an email and no email template exists" — telling you which template to create. --- Creating Templates --- **Templates Come First** You can't send anything until you have at least one template. **Templates**, then **New Template**, walks you through five steps: **Name**, **Channel**, **Template**, **Reminder** and a final preview, with **Next**, **Back** and **Save** at the bottom. **Choosing a Channel** **Email** is always available. **SMS** and **WhatsApp** depend on your plan, and WhatsApp also needs a connected WhatsApp number — until you connect one, the tile is disabled and points you to **Settings** > **Integrations**. Choose carefully: the channel can't be changed after the template is created. **Writing the Message** Email templates also ask for a **Sender** and a **Subject** (both required, default subject "Leave us a review"), and email and WhatsApp templates take a **Button Text** (default "Leave a Review", up to 25 characters). The body is pre-filled with a working message, and you can insert variables — placeholders the platform fills in for each customer: **Name**, **Location Name**, **Review Link** and **Opt-Out Link**. Email templates must contain the review link exactly once and the opt-out link exactly once. SMS templates must contain the review link exactly once, but the opt-out link is no longer required: you can remove **Opt-Out Link** from an SMS template and still save it. This matters if your SMS go out through your own Twilio account, because that placeholder is then dropped when the message is sent and you write your own opt-out sentence instead (see **Opting Out** below). Neither SMS nor email templates can contain typed-out web addresses, email addresses or HTML code — otherwise you won't be able to save the template. WhatsApp templates carry the review link on the button instead, so those two variables aren't available there. **Short Links** **Short links** is on by default and shortens the review link inside the message. Enabling a reminder forces it on, as the note explains: "Enabling reminder will automatically shorten the review link, disregarding the previous short links configuration." **The SMS Character Counter** While writing an SMS template you get a **Characters count** panel: "Your template contains approximately X characters and will use Y SMS credits when sent (1 SMS part = 160 characters)." That 160-character part applies to plain text. Accented characters, special symbols and emoji switch the message to a different format where a single part holds far fewer characters, so a short-looking message can suddenly cost several credits. Keep SMS wording simple. **WhatsApp Templates Need Approval** A new WhatsApp template is saved as **Pending** and then moves to **In Review** while WhatsApp checks it. **Refresh Status** checks again for you. If it stays in review for more than 24 hours, check your WhatsApp connection under **Settings** > **Integrations** > **Text Channels** (see the [Integrations](/integrations) article). A rejected template shows as **Rejected**. Only SMS and email templates can be edited later — WhatsApp templates can't. A template must be **Active** before you can send with it. **Managing Templates** Each template card shows its channel and status. **Preview** shows exactly how the message will look, including a **Reminder configuration** section or "No reminders configured for this template". **Delete** asks you to confirm. There are no ready-made templates: the list starts empty with "No Templates Yet". --- Setting Up Reminders --- **What a Reminder Is** A reminder is a single follow-up message sent a few days after the original request, to customers who have not reacted to it. It is configured inside the template, not per campaign, and it is available depending on your plan — if your plan does not include it the reminder step is skipped entirely. **Turning It On** In the reminder step you get **Enable reminder (optional)**, off by default. Turn it on and set **Delay days**, from 1 to 7. You then write the reminder message itself — it has its own body, and for email its own sender, subject and button text. There is only one reminder per template; you cannot chain several. **Who Gets It** For SMS and WhatsApp, just before the reminder is due, the platform checks whether the customer clicked a link in the original message. If they did, the reminder is skipped. This counts any link in the message, not only the review link. Email reminders work the other way around: a click on the original email cancels the reminder as soon as the click is registered, instead of being checked at send time. --- Quick Requests --- **When to Use One** A quick request goes out immediately to people you name there and then — ideal right after a good interaction. Open the **Send** page and click **Send Now**, then choose **Quick Request**. **Filling It In** The dialog **Send a review request** has three steps. First **Select channel**. Then add your recipients: **Name** and **Email** for email, **Name** and **Phone Number** for SMS and WhatsApp, using **Add client** for more rows. You must tick the consent box — "Client has consented to the use and storage of their name and phone number." — before you can continue. **Choosing the Template** The last step lists the templates that match the channel you picked; anything not yet approved is shown with its status and cannot be selected. Choosing one sends the request straight away and you get "Request sent successfully". Delivery can take a couple of minutes. **Afterwards** Recipients who were not already in your contacts are added for you, and anyone you contacted is marked as contacted so your "Not Contacted" list stays accurate. Sent quick requests are listed on the **Quick Requests** tab of the Send page. --- Mass Campaigns --- **Reaching Your Whole List** **Send Now**, then **Mass Campaign**, opens **New Campaign**: a six-step flow with **Next**, **Back** and **Send**. **The Steps** Give the campaign a **Name** (up to 50 characters). **Select the channel**. **Select the list** — the options are **Not Contacted** and **All Contacts**, each shown with its contact count and grayed out when empty. **Select the template**. Then decide the timing, and finally check the summary, which shows the campaign name, channel, the rendered message, the list and, if you set them, **Scheduled for** and **Drip mode**. **Not Contacted Is the One to Use** Add contacts as they come in and send weekly to **Not Contacted**. Everyone gets asked once, while their visit is still fresh, and nobody is pestered twice. Sending to **All Contacts** will write to people who have already been asked — nothing stops you, so use it deliberately. **Sending Now or Later** **Schedule the campaign (optional)** is a switch. Leave it off to send immediately. Turn it on and pick a **Date** and **Time** — at least fifteen minutes from now and no more than thirty days ahead. **Spreading the Campaign Out** The timing step has a second switch, **Enable drip mode (optional)**. With it on, the campaign goes out one message at a time instead of all at once. Set **Send every** to a number and **Interval** to **Minutes**, **Hours** or **Days**; it starts at 15 minutes. Spacing messages out keeps a burst of identical requests off your review page on the same afternoon, and lets you handle the replies as they arrive. **How the Drip Schedule Works** The first message goes out straight away — at the scheduled time, if you scheduled the campaign as well, since the two switches can be used together. Every message after it is spaced by the interval you set, so the whole campaign is spread over a stretch of days rather than sent in one go. Contacts who can't be reached on that channel are skipped without leaving a gap in the sequence. Under the fields the platform tells you how long it will take: "This campaign will be distributed over 3 days", or "This campaign will be distributed over 1 day". **The Two Drip Limits** The interval can't be shorter than 15 minutes — you'll see "The minimum interval is 15 minutes." — and the campaign can't stretch beyond 30 days, which the platform flags with "the maximum is 30 days. Reduce the interval or the number to continue." Until both are satisfied you can't move to the next step. How far the campaign spreads depends on how many contacts are on the list, so a long list needs a short interval. **Drip Mode in the Summary** With drip mode on, the summary adds a **Drip mode** line reading, for example, "One message every 15 minutes" followed by "Distributed over 2 days". Drip mode works on the standard SMS channel and also when your SMS go out through your own Twilio account (see the [Integrations](/integrations) article). **Tracking and Canceling a Campaign** The **Campaigns** tab lists each campaign with its name, channel, date, number of contacts and status. A campaign can't be edited after it's created. The delete icon only appears while a campaign is still scheduled — deleting it is how you cancel it, and you'll be asked to confirm. Once a campaign has run, its contacts are marked as contacted. **When Nothing Goes Out** Contacts without the field the channel needs are skipped rather than switched to another channel: SMS and WhatsApp need a phone number, email needs an email address. If nobody on the list can be reached on that channel, the campaign simply ends, and you can't start a campaign on an empty list. Sending also counts toward your plan's monthly limit for that channel (see the [Limits & Billing](/limits-billing) article). --- Auto-Send --- **What It Does** **Auto-Send** writes to each new contact individually, a set time after they arrive, instead of waiting for you to run a campaign. Each customer is asked at the same point in their own experience, which is why it usually beats a fixed weekly send. **Configuring It** Turn on **Enable** — "Turn on Auto-Send to enable the automation" — and four fields appear: - **Delay amount** and **Delay unit** — the wait before the request goes out. The unit is **Minutes**, **Hours** or **Days**, and the amount is limited per unit: 15 to 59 minutes, 1 to 23 hours, or 1 to 30 days. The default is 15 minutes. - **Trigger date** — what the delay counts from: **Added date** or **Service date**. - **Select template** — which template to send. Press **Save** and you get "Auto Campaigns updated successfully". **Things to Watch** If you choose **Service date** as the trigger, contacts with no service date are skipped entirely — so either fill that column in or trigger from the added date. Auto-Send only ever writes to contacts who have not been contacted yet, so turning it on will not suddenly message your existing list, and changing the settings does not re-send to anyone. **A Typical Setup** 15 minutes after the **Added date**, using your email template. A contact added at ten in the morning gets their request at ten past, while the visit is still fresh in their mind. --- The Opt-In Page --- **Collecting Contacts Yourself** The **Opt-In** page is a public page you can share or print as a QR code. As the description puts it, customers who submit their details through the opt-in page are automatically added to the Contacts section — and from there Auto-Send can pick them up. **Customizing It** The **Main** tab covers your **Logo** and the wording of the page and its thank-you page: **Title**, **Subtitle**, **Consent**, the **Subscribe Button** and the label and placeholder of each field. Blank fields fall back to the defaults. The **Other** tab holds **Require Email** and **Require Phone Number** — at least one of the two must be required — **Redirect To Review Link**, and, if your plan allows, **Disable Branding**. **Straight from Opt-In to the Review** **Redirect To Review Link** changes what happens the moment a customer submits the form: "Send customers straight to your review link after the opt-in, instead of the thank you page". They are already there and have just done something for you, so it is the best moment to ask. Their details are saved to **Contacts** first, so you keep the contact whether or not they go on to write the review. If the platform can't work out the address of your review link, nothing is lost — the customer stays on the thank-you page as before. **Sharing It** Use **Open Opt-In Link** to see the live page and **Download QR Code** to get a printable code for your counter, your menu or a shop window. --- Opting Out --- **Every Message Carries a Way Out** Email templates must include the opt-out link, so you can't save them without it. In emails it appears as an **Unsubscribe** link. SMS templates no longer require it: on the standard SMS channel, leaving the **Opt-Out Link** variable in the body is still the way to give people a way out, and it is filled in with a working opt-out link when the message is sent. WhatsApp templates have no opt-out variable. **If You Send SMS with Your Own Twilio Account** Twilio does not add an opt-out link of its own, so the **Opt-Out Link** variable is dropped when the message goes out and you write the opt-out sentence yourself at the end of the template — for example "Reply STOP to unsubscribe". The word STOP has to be in there, because that is the word Twilio watches for to unsubscribe the recipient. The same reminder is shown to you in the Twilio dialog under **Settings** > **Integrations**. **What It Does Not Do** Opting out doesn't delete the contact or change anything visible on their card in **Contacts**, so don't expect the list to shrink. If a customer asks you directly to stop contacting them, delete them from **Contacts** so they aren't included in future campaigns. -------------------------------------------------------------------------------- ARTICLE: Replying to Reviews -------------------------------------------------------------------------------- Replying to reviews shows customers — and everyone who reads your reviews — that you listen. Everything customers write about you lands in one place: **Reputation**, then **Reviews**. Public reviews, private messages and video testimonials sit in the same list, newest first, and you answer each of them from there. --- Your Reviews Feed --- **One List, Three Kinds of Feedback** The feed merges public reviews from your connected sites with private feedback and video testimonials sent through your review link. Private feedback cards show the email and phone the customer left; video testimonials show a player and, once processed, a transcript. **Always Newest First** There is no sort control — the feed is always ordered by date, most recent at the top. It loads more as you scroll. **The Four Icons on a Review** A review from one of your connected sites carries a row of four matching icons: share it, **Assign to employees**, **Hide from website widgets** and **Delete Review**. On a phone they live on the review's own detail page instead of the card. Share and hide only appear on reviews that have text — there is nothing to share, and nothing in a widget, when the customer left stars and no comment. The last two also depend on your plan including widgets and employees. **Hiding a Review From Your Website** The eye icon takes a review out of the review widgets on your website. **Hide from website widgets** asks you to confirm first: "This review will no longer appear in the review widgets on your website. It stays here, and it still counts towards your rating and your totals." After that the icon reads **Show in website widgets** and one click puts the review back, with no second question — so you can always see at a glance which reviews are hidden. Hiding and showing reach your website straight away. **Assigning a Review to an Employee** The people icon opens **Assign to employees**, a list of your active employees with a checkbox each, already ticked for whoever the review is credited to: "Choose who this review is about. We already assign reviews automatically when we recognise a name, so you only need to come here to correct it." Tick and untick as needed and press **Save** once for the whole list. With no profiles yet it reads "No employees yet. Add them from the Employees section first." See the [Employee Tracking](/employee-tracking) article. **Filtering** **Filters** opens **Filter Reviews** with everything you need to find something: - **Reviewer Name** — free text. - **Answered** — **All**, **Answered** or **Not Replied**. - **Review Type** — **All**, **Public**, **Private** or **Video Testimonials**. - **Min. Rating** and **Max. Rating** — from **No minimum** / **No maximum** up to **5 stars**. - **Review Source** — click the platform icons to include only those. **Reset** clears them. Your choices stick while you work, and on a phone you also get quick **All** and **Not Replied** chips above the list. There is no keyword search inside review text and no date-range picker. **When the Feed Is Empty** With nothing connected, you see "Connect Your Review Sites" and a shortcut to **Settings** > **Integrations**. With sites connected but no reviews yet, "No Reviews Yet". If your filters exclude everything, "No Reviews Available" and a nudge to loosen them. --- Replying on Google --- **Replies That Publish Directly** Google is the one review platform where a reply you write in the platform is published on the review itself. It requires Google to be connected with **Google Login** (see the [Integrations](/integrations) article). The reply box sits right on the card: type your answer, send, and it appears on Google. **Generating a Reply** The AI button beside the box opens a small panel with **Select reply tone**, **Select reply length** and **Select reply language**, then **Generate**. There are twelve tones — Formal, Informal, Professional, Friendly, Empathetic, Enthusiastic, Neutral, Proactive, Grateful, Promotional, Reassuring and Informative — and three lengths: **Short**, **Normal** and **Long**. Language can be left on auto-detect so the reply matches the review. The generated text drops straight into the reply box, where you can rewrite as much of it as you like before sending. Press generate again for a different version. The draft uses your business name, your Google category and your profile description as context, so it comes back specific rather than generic. **One-Click Generation** If your SEO Agent is switched on with **Override manual settings**, the panel disappears and the button generates in one click using the agent's saved tone, length and language. **Editing and Deleting a Published Reply** **Edit reply** reopens the box with your existing text so you can correct it; **Delete reply** removes it from Google. Both are available only on Google reviews with your Google account connected. Replies written by the AI are labeled under the review as generated by your agent. --- Replying on Other Platforms --- **Generate, Copy, Paste** Other review sites don't let outside tools post replies for you, so the **Reply** button opens a different dialog, titled **Generate a Reply with** followed by your agent's name. It starts generating as soon as it opens, using your agent's saved settings. **How to Use It** The suggested reply appears in a read-only box — you cannot edit it here. You can regenerate it with a different tone, length or language until you are happy, then press **Copy Reply**. **Reply** opens the review on the original platform in a new tab, where you sign in with your own business account and paste the text into the reply box. **Why It Still Saves Time** The wording is already done and consistent with how you answer everywhere else. If you want to adjust the text, paste it into the review site's reply box and edit it there. --- Answering Private Feedback --- **These Replies Go by Email** Private feedback and video testimonials are not public, so there is nothing to reply to on a platform. The **Reply** button sends a direct email instead: "Your message will be delivered to the reviewer's email address." The button only appears if the customer left an email address. **What You Fill In** The form takes a **Sender**, a **Subject** (pre-filled with "Reply to your feedback") and your **Reply**, and you can drop the customer's **Name** into the text once. You get "Reply sent successfully" when it goes out. **Deleting Feedback** **Delete Feedback** removes a private message permanently after you tick the confirmation box. Public reviews have the same option, **Delete Review**, which removes the review from the platform's records here — it does not remove it from the review site. --- Automating Replies --- **The SEO Agent** Automatic replies are set up in the **SEO Agent**, not in your settings. Once you switch on **Enable SEO Agent** in its **Setup** tab, it answers each new Google review a few hours after it arrives, using the tone, length and language you choose. It needs Google connected with **Google Login**. **Controlling What It Answers** A **rating threshold** decides which reviews get an automatic reply — by default only reviews of 4 stars and above. You can also add **Additional instructions** and **Keywords**, and **Override manual settings** applies the same settings to the replies you generate by hand. See the [SEO Agent](/seo-agent) article for every option. **Catching Up on Old Reviews** On the SEO Agent page, the **Bulk Reply** tab holds **Reply to past reviews**, which answers older Google reviews that never got a reply and meet your rating threshold. Press **Start** and it runs on its own, at most 5 reviews per day to stay within Google's safe limits — so a large backlog takes weeks. Only one run can be in progress at a time. The [SEO Agent](/seo-agent) article explains how to follow, stop and restart it. --- Staying on Top of New Reviews --- **Email Notifications** Reviews aren't marked as read or unread, so notifications are how you keep up. Under **Settings** > **Notifications** you can switch on **New Review Notification** to hear about each new Google review as it arrives, **Daily Reviews Notification** for a daily summary, **New Private Feedback Notification**, **Video Testimonials Notification**, and **Automated Review Reply** to be told whenever the agent has replied on your behalf. **Pick Where They Arrive** Notifications go to up to five email addresses per location, and to any computer or phone where you have switched on browser notifications. You need one of the two before the switches can be used. See the [Notifications](/notifications) article for details. -------------------------------------------------------------------------------- ARTICLE: Dashboard & Rating Goals -------------------------------------------------------------------------------- The **Dashboard** under **Reputation** is where your review numbers come together, so you can see at a glance how your reputation is doing and what to aim for next: an overall goal at the top, three headline figures, a breakdown by platform, and a goal for each platform separately. --- Your Next Goal --- **The Banner at the Top** The first thing on the dashboard is your next goal: **NEXT GOAL** above a line such as **"Achieve 4.3 rating"**, with **"You need 12 more 5-star reviews"** underneath. It turns your average rating into a concrete number of reviews to collect. **How the Target Is Set** The target is the next step up from where you are, in tenths of a point. The platform takes your current average, rounds it up to the next tenth and adds one more tenth. Then it works out how many top-rated reviews it would take to reach that figure, based on how many reviews you already have. The more reviews you have, the more it takes to move the average — which is why the number grows over time. **At the Top of the Scale** Once your average is essentially at the maximum the banner changes to **GOAL REACHED** and **"Highest rating achieved"**. Just below that it reads **"Almost at the highest rating"**. A perfect average is mathematically only possible if every single review is top marks, so treat the goal as a direction of travel rather than a promise. **Shortcuts Beside It** On a wider screen the banner carries three shortcuts straight to the things that move the number: **Send Quick Requests**, **Send Campaigns** and **Open Kiosk Mode**. --- The Three Headline Figures --- **Aggregated Reviews** The total number of reviews across every review site you have connected, added together. Underneath, a green line shows how many you have gained in the current month. **Average Rating** Your combined rating, to one decimal place. Ratings from platforms that use a ten-point scale or a recommendation percentage are converted to a five-point scale first, and the figure shown is the average of your platform ratings — each connected platform counts once, regardless of how many reviews it holds. A platform with no rating yet is left out of the average, although its review count still counts toward your total. **Private Feedback** How many private messages customers have sent through the contact option on your review link. These are separate feedback, not reviews: they never appear on a review site and they are not part of your average rating. --- Platform Statistics --- **The Share by Platform** **Platform Statistics** shows a doughnut chart of how your reviews are split across platforms, with the percentage on each slice, the total in the middle and a legend listing the exact count per platform. Hover a slice for details. It is hidden until you have platform data. **One Card per Platform** Below the chart, each connected platform gets its own card: its **Reviews** count with the gain in the current month, and its rating. The rating label follows the platform's own language — **Rating** normally, **Recommended** as a percentage for Facebook, **TrustScore** for Trustpilot. **A Goal per Platform** The footer of each card carries that platform's own next step, for example **"425 5-stars reviews to 4.6!"**. On ten-point platforms it is phrased in ten-star reviews, and on Facebook in positive reviews toward a percentage. This is genuinely useful when one platform matters more to your customers than the others: you can see exactly where to concentrate. **Before Anything Is Connected** With no review sites connected the section shows "Connect Your Review Sites" and a **Go to Integrations** button. Connect your platforms and your reviews import from there. --- Reading the Numbers --- **There Is No Date Filter** The dashboard always shows where you stand right now. The only time dimension is the monthly gain line on each figure, which compares today's value against the most recent monthly snapshot. **Refresh** reloads the data. **Times Are Written With AM and PM** Everywhere the platform shows you a time of day — the date and time on a message, the hour pickers in your profile's opening hours, a scheduled post — it is written on a 12-hour clock, as **2:30 PM** rather than 14:30. Nothing about the underlying values changed; only the way they are displayed. **Your Home Page Is Different** The **Home** page is not the same dashboard. It shows your logo, address and platform rating chips, a **Results since joining** section with monthly trend charts for total reviews and average rating alongside your visibility metrics — with an **Export CSV** action to download those figures as a spreadsheet file — and an **Agent Activity** feed. The goal banner, the three figures and the platform cards live on the Reputation dashboard. **Your First Month on Home** Those trend charts are built from monthly figures, and the current month is not published until it is finished. In your first weeks the section therefore reads **Your first metrics arrive next month**, with the explanation "We collect this month's data and publish it on the first day of the following month." That is the expected state for a new location, not a sign that something is broken — and it is shown instead of charts drawn at zero. **On a Phone** On a small screen the Reputation area is grouped into tabs — **Dashboard**, **Reviews** and, if your plan includes it, **AI Sentiment** — showing the same content in a narrower layout. -------------------------------------------------------------------------------- ARTICLE: Video Testimonials -------------------------------------------------------------------------------- A video testimonial is a short clip a customer records on their own phone and sends you through your review link. It is the most convincing kind of social proof you can collect, and it takes one switch to turn on. --- Turning It On --- **Where the Switch Is** Go to **Reputation**, then **Link**, and open the **Review Sites** tab. Among the sites you will find an entry called **Video Testimonial** — switch it on and press **Save**. The option is available depending on your plan; if you cannot see it in the list, ask your support team whether it is included. **Where It Appears for Customers** Once enabled, **Video Testimonial** becomes one of the options on your review page, alongside your review sites. Customers reach that page by choosing **Leave a review** on your review link — or immediately, if you have disabled the experience filter. Because it sits in the same drag-and-drop list, you decide whether it appears above or below the review sites. --- How Customers Record One --- **The Video Page** Tapping the option opens a page headed **"We value your feedback!"** explaining that you would love a video testimonial and asking for an email so you can get back to them. The whole thing is designed for a phone held upright. **Recording or Uploading** They can record on the spot — the page asks for camera permission, shows **Ready to record** and **"Click the red button to start"**, then **Recording** while it runs — or upload a clip they already have, by dragging the file in or browsing for it. **Record again** starts over if they are not happy. **The Limits** The page states them plainly: **"Maximum file size: 100 MB · Maximum duration: 2 minutes · Supported formats: MP4, WebM, MOV"**. Recording stops by itself at two minutes with "You have reached the maximum allowed recording time.", and a file that doesn't meet these limits is turned away with the message "Your video does not meet the required criteria. Try again." **What They Have to Provide** Below the video they fill in **Name** and **Email** and tick the consent box — "I consent to the processing of my personal data to manage my feedback." — before **Send** becomes available. If you have switched on **Disable Personal Data Consent** the checkbox is not shown. After sending, they land on your video thank-you page. --- Finding and Using Them --- **They Arrive in Reviews** Submitted videos appear in **Reputation**, then **Reviews**, in the same list as everything else. To see only these, open **Filters** and set **Review Type** to **Video Testimonials**. **Give It a Few Minutes** The video is processed after it's submitted: it's optimized for playback, a still image is taken for the preview, and the speech is written out as a transcript. This happens in the background and usually takes no more than a few minutes, so a testimonial won't be watchable the instant it's sent. If a card says "Video transcription is currently unavailable for this feedback.", the transcript hasn't been produced yet. **Watching and Reading** The card plays the video in place and shows the transcript beneath it, which makes it easy to skim a batch of testimonials without watching every one, and to find the sentence you want to quote. **Thanking the Customer** **Reply** sends a direct email to the address they left — it only appears if they left one. A short thank-you costs you nothing and makes people far more comfortable about you using their clip. **Delete Feedback** removes a testimonial permanently after you confirm. **Sharing and Displaying Them** A video testimonial card has a **Share** button that prepares a post from the clip, with the transcript as the caption, for your connected Facebook, Instagram and TikTok accounts (video can't be published to Google); once used, it reads **Already shared** (see the [Sharing Reviews on Social Media](/sharing-reviews-on-social-media) article). You can also show video testimonials on your website: in **Widgets**, set the widget's **Review Type** filter to **Video Testimonials**. There is no download button. **Getting Told About New Ones** Under **Settings** > **Notifications**, switch on **Video Testimonials Notification** so a new testimonial reaches you rather than waiting to be discovered: "Stay updated whenever a customer records a video testimonial, so you can share it while it is fresh." Like every notification it starts switched off, and it has its own switch — it does not follow the private feedback setting. It goes to your notification email addresses and to any device where you have turned on browser notifications. See the [Notifications](/notifications) article. --- Customizing the Page --- **Where to Edit the Wording** On the **Link** page, open the **Texts** tab and expand **Video Testimonials Page**. You can rewrite the **Body**, the **Consent** text, the **Name** and **Email** field labels and placeholders, and the **Send** and **Back** buttons. **The Button and the Thank You** The label customers tap is edited separately: **Video Testimonial Button**, inside the **Review Page** block. The page they see afterwards is **Thank You Page (Video Testimonial)**, with its own title and subtitle. **What to Write** Keep the instructions short and tell people what you actually want — "Tell us in a few words what you liked" gets better clips than an open invitation. Anything you leave blank falls back to the default text, and whatever you do write is shown to customers in their own language. -------------------------------------------------------------------------------- ARTICLE: Employee Tracking -------------------------------------------------------------------------------- Employee Tracking shows you which parts of your team customers are talking about, and how many reviews each person or role actually brings in. It lives under **Reputation** in the **Employees** group, with an **Employees** page and a **Leaderboard**, and is available depending on your plan. --- Adding an Employee --- **The Form** On the **Employees** page, **Add Employee** opens a panel that asks for a **Profile Picture**, a **Name**, **Aliases** and a **Status**. The picture is optional — use a PNG or JPG image. **Status** is **Active** or **Inactive**, and only **Active** profiles are matched against new reviews. Each employee can have up to 10 aliases. **What Aliases Are For** Aliases are the words the platform looks for in review text. When one of them appears in a review, that review is attributed to this profile. They are internal tracking labels — they are not shown to customers and they are not a way of asking customers to name anybody. **Never Use a Person's Name** This rule is built in, not just a recommendation: the panel says "Make sure aliases do not include the employee's name", and you can't save an alias that matches or contains the name on the profile. This keeps you on the right side of Google's review policies, which don't allow asking for reviews that mention a specific individual. **Safe Labels to Use** Pick aliases that describe **what** was done rather than **who** did it: - **Role** — *Waiter*, *Manager*, *Delivery Driver*, *Pizza Chef*, *Cashier* - **Service or treatment** — *Hair Coloring*, *Dental Cleaning*, *Room Service* - **Department** — *Customer Support*, *Reception* - **Team** — *Sales Team*, *Installation Team*, *Kitchen Staff* - **Branch** — *Milan Branch*, *Downtown Location* - **Product** — the specific product the customer bought A pizzeria might use *Pizza Chef*, *Delivery Driver*, *Waiter* and *Front Desk*; a salon *Hair Coloring*, *Haircut* and *Reception*; a clinic *Dental Cleaning*, *Orthodontics* or *Milan Branch*. **How Matching Works** The platform looks for your alias as a whole word or a whole phrase in the text of **public reviews**. It ignores capital letters and punctuation, so "hair coloring" matches "Hair Coloring!", but it does not match part of a word, and accented letters must be written the way customers write them. A review that matches aliases on two different profiles is attributed to both — and if two employees share an alias, the same review counts for both. Private messages and video testimonials are not attributed. **Only Reviews That Arrive Later** Matching runs on new reviews as they are imported. Adding an employee or a new alias does not go back through reviews you already had, so set your profiles up before you start counting. **Correcting an Assignment by Hand** You don't have to live with what the aliases caught. On a review in **Reputation** > **Reviews**, the people icon opens **Assign to employees** — a checkbox for each of your **Active** profiles, already ticked for whoever the review is credited to. Add the person the text didn't name, untick the one it caught by mistake, and press **Save**; the whole list is saved in one go, and the counts on the employee pages and the leaderboard follow. Automatic matching only runs once, when the review arrives, so a correction you make here is not overwritten later. The [Replying to Reviews](/replying-to-reviews) article describes the icon row on a review card. --- The Employee's Own Link --- **One Link and QR Code per Employee** Every profile gets its own review link and QR code, and its page states what they do: "Every unique visit made through this link will be assigned to this employee. Reviews mentioning the employee's alias will also be assigned to this employee." **Sharing It** From the card, **QR Code** opens a dialog with **Download QR** for printing, and **Copy Review Link** puts the personal link on your clipboard for a message or an email signature. Give each person their own code on a card, a receipt or a badge and you can see who is actually bringing customers back to review you. **How Visits Are Counted** A visit is counted when someone opens that link and stays on the page a few seconds, which keeps accidental taps out of the numbers. The same device is not counted again for a week, so one customer checking the page twice does not inflate anybody's score. --- Managing Employees --- **Editing** Each card shows the name and aliases with **View Performance**, plus icons for **Edit**, **QR Code** and copying the review link; the three-dot menu at the top holds **Reset statistics** and **Delete**. **Edit** reopens the panel so you can change the name, the picture, the aliases and the status. The same alias rule applies on every save. **Resetting the Statistics** **Reset statistics** clears the numbers but keeps the profile: "This will reset all employee statistics. This action cannot be undone." It is the practical answer when someone leaves and you have printed QR codes for them — reset the statistics, change the name, picture and aliases, and the same printed code works for whoever takes over. **Deleting** **Delete** removes the profile for good: "This will permanently delete this employee. This action cannot be undone." Use reset instead if you want to keep the printed material. **Looking at One Person** **View Performance** opens that employee's page: their visits, attributed reviews and conversion rate for the period you choose, their link and QR code, and an **Attributed Reviews** list of the actual reviews credited to them. If nothing has been credited yet it says "No reviews attributed to this employee yet". --- The Leaderboard --- **Ranking Your Team** The **Leaderboard** page ranks everyone on three numbers: - **Visits** — unique visits through that person's review link. - **Reviews** — public reviews attributed to them by alias. - **Conversion Rate** — reviews divided by visits, which shows who turns attention into actual reviews rather than who simply gets the most traffic. **Choosing the View** **Leaderboard Filters** sets **Sort by** — **Visits**, **Reviews** or **Conversion Rate** — and the period: **Current Week**, **Last Week**, **Current Month**, **Last Month**, **All Time** or **Custom** with your own dates. Until you have added anybody the page shows "No employees added yet. Add your first employee to get started". **The Public Leaderboard** There is a separate shareable version. **Public leaderboard settings** chooses how it ranks (**Sort by**) and which period it covers (**Select period**: **Current Week**, **Current Month** or **All Time**), independently of your internal view. **Open public leaderboard link** gives you the address to send to your team, where they see names, photos and the ranking with visits, reviews and conversion — no customer data. Anyone with the link can open it, and it cannot be switched off from your settings, so share it only with your team. **Using It Well** A visible ranking works because people can see how they are doing. Pick the metric you actually want to encourage — conversion rate rewards asking properly, visits only reward handing out the code — and talk through the numbers with the team rather than leaving them to interpret the board on their own. -------------------------------------------------------------------------------- ARTICLE: Sentiment Analysis -------------------------------------------------------------------------------- Sentiment Analysis reads the text of your reviews and turns it into a short report: what customers are saying, what you are doing well, what needs attention and what to do about it. You find it under **Reputation** as **AI Sentiment**, if your plan includes it. --- What the Report Contains --- **Feedback Summary** The first card is a written overview of what your customers have been saying lately. It is a summary in plain language, not a score, and it is the quickest way to read the mood of your recent feedback. **What's Going Well** A numbered list of the positive themes that keep coming up — the things customers praise repeatedly. Each item has a short title and an explanation. These are the strengths worth leaning on in how you present your business. **Areas to Improve** The same treatment for the problems. This list can legitimately be empty if nothing negative recurs; in that case you will see "No negative patterns were identified — keep maintaining this strong level of service." **Action Plan** A list of concrete steps ordered by urgency. Each one carries a priority badge — **High priority**, **Medium priority** or **Low priority** — and a timeframe: **Short term**, **Medium term** or **Long term**. This is the part to work through if you only have time for one thing. **When It Was Built** At the bottom a line reads **"Last updated on:"** followed by the date of the last analysis, so you always know how current the report is. --- What It Is Based On --- **Public Reviews Only** The analysis reads your public reviews — the ratings and the written text from the review sites you have connected. Private messages sent through the contact option on your review link are **not** part of it, so a problem someone only ever raised privately will not show up here. **The Most Recent Reviews** It works from your 200 most recent reviews rather than your entire history. That keeps the report about your business as it is now, instead of averaging in feedback from years ago. **The Language of the Report** The report is written in the language set for your location's notifications, so you read it in your own language whatever language your customers wrote in. --- How Often It Updates --- **Monthly Refresh** The report is rebuilt once a month. Between refreshes the page keeps showing the last version, which is why the "Last updated on" date matters. **After You Connect a Platform** Connecting or disconnecting a review site also triggers a fresh analysis a few minutes later, so newly imported reviews are taken into account without waiting for the next monthly run. **No Manual Regeneration** There is no button to force a new analysis. If the report looks out of date, check the "Last updated on" date and contact your support team if it has not moved for more than a month. --- Before Your First Report --- **You Need Reviews First** The analysis needs at least one review to work with, and it only becomes genuinely useful once you have a reasonable number. Until then the page shows placeholders such as "No customer feedback has been collected yet." and "No specific highlights identified yet." **If Your Review Sites Are Not Connected** With no review site connected there is nothing to read, so the page stays empty. Connect your platforms first, let your reviews import, and the report will be generated for you. --- Getting It by Email --- **Monthly Sentiment Analysis** Under **Settings** > **Notifications** there is a **Monthly Sentiment Analysis** option — "Receive a monthly analysis of your reviews: overall sentiment, what your customers appreciate, what needs attention, and what to do next." Turn it on and the monthly analysis reaches you instead of waiting for you to open the page. ############################################################ SECTION: VISIBILITY ############################################################ -------------------------------------------------------------------------------- ARTICLE: Google Business Profile Management -------------------------------------------------------------------------------- The **Profile** page lets you manage your Google Business Profile — the listing people see on Google Search and Maps — without logging in to Google separately. Everything you change here is sent to Google for you, and keeping it accurate helps customers find and choose you. --- Before You Start --- **Connect Google With Google Login** The Profile page only works if your Google Business Profile is connected with **Google Login**. If it isn't connected, you'll see **Enable Google for Profile** with a **Connect Google** button. If your location is connected with **Google Public Access** instead, the page shows **Log in to Google to activate Profile** and explains that the feature isn't available through Public Access. In that case, connect with Google Login from **Settings** > **Integrations** (see the [Integrations](/integrations) article). **Your Profile Must Be Verified** Google only accepts changes for a verified business. If your profile has not completed Google's verification, the platform cannot manage it, and you will be asked to finish verification in Google before continuing. **If Your Google Access Expires** Google logins expire from time to time. When that happens, every page except **Settings** is replaced by a **Google Access Needed** screen explaining that your Google access has expired, with a **Go to Settings** button. Open **Settings** > **Integrations** and refresh the Google integration, selecting the same location you connected before. Until you do, none of the Google data on the Profile page will load. --- What the Profile Page Contains --- **Three Cards** The page is built from three cards. **Information and Photos** opens with **Manage Business** and holds everything about how your business appears. **Updates** shows your four most recent posts and opens with **Manage Updates**. **Hours** shows your opening times and opens with **Manage Hours**. **Five Tabs Inside Manage Business** **Manage Business** opens a dialog with five tabs: **Info**, **Photos**, **Booking**, **Attributes** and **Services**. Each tab saves independently, so you can work on one area at a time. **When Changes Appear on Google** After you save, the platform confirms the change and lets you know it will be updated in about 10 minutes. So if you check Google right away and don't see the change, it usually just hasn't gone through yet. --- Business Information --- **What You Can Edit** The **Info** tab covers **Profile photo**, **Cover photo**, **Business Name**, **Website**, **Description**, **Category** and **Phone number**. The social and website links that Google stores as attributes are edited here too. **The Address Is Read-Only** Your address is shown but cannot be changed here. The field carries the note that you can't edit the address here and must update it directly on your Google Business Profile. This is a Google restriction, not a platform limitation. **Image Requirements** The **Profile photo** must be JPEG, JPG or PNG, between 10KB and 5MB, at least 250x250 and at most 5000x5000 pixels. The **Cover photo** has the same file rules but is judged on shape instead: its aspect ratio must be between 3:2 and 16:9. If a file is rejected, the message tells you exactly why, for example that the media resolution or aspect ratio is not supported. **Saving** Use **Save** to send your changes and **Reset** to discard them. If you edit one of the website or social links, the platform saves it automatically and tells you so — double-check that the address you typed is correct. --- Photos --- **Adding Photos** In the **Photos** tab, use **Add photos** to upload images that are published to your Google Business Profile. You can drag several files in at once. The requirements are JPEG, JPG or PNG, between 10KB and 5MB, and at least 250x250 pixels. **There Is No Photo Category to Choose** Photos added from this tab are published to Google as additional business photos. There is no category picker: the only two photos you place in a specific slot are the **Profile photo** and the **Cover photo**, both in the **Info** tab. **Deleting Photos** Each photo can be removed. **Deleting a photo from your Google Business Profile can't be undone**, so you'll be asked to confirm with a checkbox. **Why Photos Matter** A profile with plenty of current photos of your premises, your work and your products gives people a reason to choose you over a competitor with two blurry pictures. Adding new ones regularly also shows visitors that the business is active. --- Attributes --- **What Attributes Are** Attributes are the specific details Google shows about your business, such as accessibility, amenities, payment options or service options. In the **Attributes** tab they are grouped into sections so you can work through them quickly. **The List Depends on Your Category** Google decides which attributes exist for your business, based on your primary category and your country. If you change your **Category** in the **Info** tab, the set of available attributes changes with it. Some attributes are a simple **Yes** or **No**, others let you pick several options. **Saving Attributes** Each group has its own **Clear** and **Save** buttons. After saving, the platform warns you that attributes will be updated in about 10 minutes. --- Services --- **Adding a Service** The **Services** tab lists what your business offers. **New service** asks for a **Service Name** and an optional **Service Description**. The name can be up to 140 characters. **Pricing** **Pricing** has three options: **No Price**, **Free** and **Fixed**. Only **Fixed** shows the **Price** and **Currency** fields. If you would rather not publish prices, **No Price** still lets you list the service. **Editing and Removing** **Edit service** changes an existing entry. **Deleting a service can't be undone**, so you'll be asked to confirm with a checkbox. Services are saved as free-text entries under your primary business category. --- Booking Links --- **Adding a Booking Link** The **Booking** tab manages the links customers use to book you directly from Google. Each link needs a **Booking URL** and a **Booking Type**: **Appointment**, **Online Appointment**, **Dining Reservation**, **Food Ordering**, **Food Delivery**, **Food Takeout** or **Shop Online**. **The Preferred Link** You can mark one link as **Preferred link**. Only one link can be preferred, and it is shown at the top of your booking links as "Featured activity" so customers find it first. **Links Managed Elsewhere** If a booking link was set up by an outside booking provider (such as your online reservation service), it appears as **Booking url not editable**. You'll need to change it with that provider — the platform can't change it for you. --- Posting Updates --- **Where Updates Live** **Manage Updates** opens the **Updates** page, which lists everything you have posted and everything you have scheduled. **New Update** starts the guided flow. **Three Types of Content** You choose between **News**, for announcements about your business, **Event**, and **Offer**. Your choice changes the rest of the steps. **What an Update Can Contain** Every update takes a **Description** of up to 1500 characters and, optionally, one photo (JPEG, JPG or PNG, 10KB to 5MB, at least 250x250 pixels). News posts can also carry a button: **Book**, **Order**, **Shop**, **Learn more**, **Sign up** or **Call**, or no button at all. Every button except **Call** needs a URL; **Call** uses the phone number already on your profile and only appears if you have one. **Events and Offers** **Event** and **Offer** additionally require a **Title** and an **Event Schedule** with a start and an end date and time. **Offer** replaces the button step with **Offer details**, where you can add a **Coupon code**, a **Redeem online URL** and **Terms and conditions**. Terms must be plain text — they can't include links or web addresses. **Publishing Now or Later** The last step before the preview is **Schedule At**. Leave it off to publish immediately, or turn it on and pick a **Date** and **Time**. A scheduled post must be at least a few minutes in the future and no more than 30 days ahead. While an immediate post is being sent, a dialog asks you not to leave the page. **Reading the Status Badges** Each update carries a badge. **Scheduled** means it is queued in the platform and has not reached Google yet. **Processing** means Google is reviewing it. **Live** means it is published. **Rejected** means Google turned it down. Google doesn't give a reason, so check the content against Google's content rules and post a corrected version. **Deleting an Update** Only posts still marked **Scheduled** can be deleted from the platform, which cancels them before they are sent. Once an update has reached Google, remove it from your Google Business Profile. **Why Updates Are Worth the Effort** Posting regularly keeps you in front of people who are already looking at your profile and shows them the business is active and engaged. --- Regular Hours --- **Setting Your Week** The **Regular Hours** tab shows one row for each day, Monday to Sunday. Each day has an **Open** / **Closed** switch. Turn it off and the day is marked closed. **24 Hours and Split Hours** When a day is open, a **24 Hours** switch marks it as open around the clock and hides the time fields. Otherwise you set **Open Time** and **Close Time** from dropdowns in 30-minute steps. If you close for lunch, use **Add hour** to add a second range for that day and **Remove hour** to take one away. **Double-Check Before Saving** Check the whole week before you save. A wrong closing time is one of the fastest ways to lose a customer who drives over and finds the door shut. --- Special Hours --- **Holidays and One-Off Days** The **Special Hours** tab handles dates that differ from your normal week. **Add Special Hour** opens **New Special Hour**, where you pick a **Date** and either mark the day closed, mark it **24 Hours**, or set one **Open Time** and **Close Time** pair. **One Date, One Range** Each special hour covers a single date with a single time range, and you cannot pick a date in the past. For a holiday week, add one entry per day. **Removing a Special Hour** Deleting an entry asks you to confirm with a checkbox and names the date, so you can be sure you are removing the right one. **Keep Them Ahead of Time** Add your closures before the holiday, not during it. Google shows special hours to people searching on those exact dates, and an accurate closure prevents wasted trips and bad reviews. --- Good to Know --- **Posting as a Ranking Factor** Posting updates weekly is often described as improving your position in Google's local results. The platform does not measure or claim this, so treat it as good practice rather than a guaranteed ranking gain. -------------------------------------------------------------------------------- ARTICLE: Website Widgets -------------------------------------------------------------------------------- Widgets put your reviews on your own website, where visitors are already deciding whether to contact you. You pick a layout, set the filters once, and paste a short piece of code into your site — no technical skills needed. --- The Four Widget Types --- **Carousel** **Carousel** is a horizontal slider of review cards. It shows one card on a phone, two on a tablet and three on a wide screen, and it fits well in the middle of a homepage or a services page. **Grid** **Grid** arranges reviews in columns, from one column on a phone up to four on a wide screen. Unlike the other layouts it does not shorten long reviews, so it is the right choice for a dedicated reviews page. **Pop-up** **Pop-up** shows one review at a time in a small floating card in the bottom-left corner of the page. Each card stays visible for about ten seconds, then there is a short pause before the next one appears. It is fixed to that corner wherever you paste the code, and it does not carry the review button. **Badge** **Badge** is a small vertical tab pinned to the right edge of the page, showing a star, your average rating and your total number of reviews. It does not display any review text. It uses your Google totals, so it stays empty if your Google Business Profile is not connected. --- Widget Filters --- **Where to Find Them** The filter icon on the Widgets page opens **Widget Filters**. The same five settings apply to all four layouts, so you only configure them once. **Save** is only available once you have changed something, and **Clear** puts the form back. **Review Type** **Review Type** has three options: **All**, **Public** for written reviews only, and **Video Testimonials** for video reviews only. **Select rating threshold** **Select rating threshold** is a slider from 1 to 5 stars, set to 4 by default. Only reviews with a rating equal to or higher than the value you pick are displayed. On platforms that use a 10-point scale, the score is converted to a 5-star scale first. **Review Source** **Review Source** controls which platforms the widget pulls from. Google is always available, plus whichever other review platforms are active for your location. You must keep at least one platform selected. **Leave a Review Button** **Leave a Review Button** adds a button that sends visitors to your review link. It is off by default, and it appears on the **Carousel** and **Grid** layouts. **Disable Branding** **Disable Branding** removes the "Powered by" branding from your widgets. It is only available if your plan includes it; otherwise the small "Powered by" line stays at the bottom of the widget. **What You Cannot Change** There are no color, font, corner-radius, dark-mode or review-count settings, and no position setting for the pop-up. Widgets render in a light style and pick their language from the visitor's browser. --- Installing a Widget --- **Getting the Code** Select the tab for the layout you want, then click **Embed Widget**. The **Embed Widget Code** panel appears with the snippet and a **Copy Widget Code** button. **What the Code Is** The snippet is a single line of code (a `script` tag). It doesn't contain your filter settings: the widget reads those from your account each time the page loads. That means you can change any filter later without touching your website. **Where to Paste It** In your website builder, add an HTML block (sometimes called an "embed" or "custom code" block) and paste the code where the widget should appear. **Carousel** and **Grid** appear exactly where you put the snippet. **Pop-up** and **Badge** attach themselves to their fixed corner of the screen regardless of where the snippet sits, so for those two it only matters that the code is somewhere on the page. **One Snippet per Layout** Each tab produces a different snippet. If you want a carousel on the homepage and a grid on a reviews page, copy each one separately. Several widgets can run on the same page. **No Technical Skills Needed** The widget brings its own styling and doesn't inherit your site's fonts or colors, so it looks the same on any website builder. If you can paste a block of HTML, you can install it. --- Previewing and Keeping It Current --- **The Built-In Preview** The Widgets page shows a live preview inside a mock browser window. It reloads when you switch layout tabs and after every save, so you can check the result before touching your website. **New Reviews Appear on Their Own** The widget loads your reviews when a visitor opens the page, so new reviews show up without you editing anything. The widget works from a saved copy of your reviews that's refreshed regularly, so a new written review can take up to about two hours to appear and a new video testimonial up to a day. Filter changes take effect immediately. **How Many Reviews Are Shown** A widget displays up to 50 written reviews and up to 50 video testimonials, newest first, and only reviews that actually contain a comment. If nothing matches your filters, the widget shows that no reviews were found, which usually means the rating threshold is too high or too few platforms are selected. **Leaving One Review Out** Beyond the filters, you can take a single review out of your widgets without touching the review itself. In **Reputation** > **Reviews**, the eye icon on the review reads **Hide from website widgets**; confirm, and it stops appearing on your site while staying in your feed, your totals and your average rating. The same icon then reads **Show in website widgets** and puts it back. Unlike a new review, this is not held up by the saved copy: hiding or showing a review reaches your website immediately. The [Replying to Reviews](/replying-to-reviews) article covers the icon in detail. --- Star Ratings in Search Results --- **The Widget Adds Structured Data** Every widget also adds structured data to your page — hidden information, invisible to visitors, that describes your business and its overall rating. Search engines read it when they decide whether to show a star rating next to your site. **It Uses Your Google Totals** Those numbers are your overall Google rating and review count, not the filtered reviews the widget displays. Changing the rating threshold or the selected platforms does not change them, and they are missing entirely if your Google Business Profile is not connected. **Check for Conflicts** If your website already includes its own structured data about your business or rating, you'll now have two sets on the same page, which search engines may flag as duplicates. If you are unsure, ask your support team to review the page before you leave the widget in place. -------------------------------------------------------------------------------- ARTICLE: Website -------------------------------------------------------------------------------- The **Website** page gives you a complete one-page website built from your Google Business Profile, with no design work and no content to write — a quick way to have a professional presence online. You choose a theme, decide which sections are visible, and pick the address it lives at. --- Getting Started --- **A Google Login Is Required** The website is generated from your Google Business Profile, so the location must be connected with **Google Login**. Without it you'll see **Log in to Google to activate Website** and a **Connect Google** button; a **Google Public Access** connection isn't enough. **It Is Already Built** There is nothing to create. Open the **Website** page and the site already exists, using your business name, description, category, photos, services, attributes, hours, phone number and links from Google. **The Page Layout** On a laptop or larger screen the settings are on the left and a live preview of your site on the right. Three buttons sit in the page header: **Open preview** opens the real site in a new tab, **Check Speed** runs a report on how fast your site loads, and **Check Schema** checks the structured data — the hidden business information search engines read. --- Choosing a Theme --- **Nine Color Themes** **Theme** changes the whole look of the site in one step. The options are **Stone**, **Mint**, **Azure**, **Crimson**, **Verdant**, **Amethyst**, **Lagoon**, **Citrus** and **Growth**, each with a short description of the kind of business it suits. **Stone** is the neutral default. **No Other Styling Controls** There's no font, color or logo setting. Your logo and cover image come from your Google Business Profile, so changing them there changes them on the site. --- Showing and Hiding Sections --- **The Toggles** Each section of the site has its own switch, listed in the order they appear in the settings panel: - **Navigation Bar** — the top menu - **Header** — the hero area with your business name, category, address and description - **Action Buttons** — call, directions, website, WhatsApp and booking buttons - **Photos** — your Google Business photos - **Services** — the services on your Google profile, with prices where you set them - **Attributes** — your business attributes, shown as amenities and features - **Carousel Widget** — the reviews section - **Blog Widget** — the blog section - **Regular Hours** — your standard opening hours - **Special Hours** — holiday and one-off hours - **Customer Photos** — photos customers uploaded to your Google profile - **Map** — an embedded map and your address - **Social Links** — links to your social profiles **Two Toggles Depend on Your Plan** **Carousel Widget** only appears if your plan includes the Widgets feature, and **Blog Widget** only appears if the GEO Agent is enabled for your location. Without the GEO Agent there are no articles to show, so the blog section stays empty. **Custom HTML** **Custom HTML** lets you add your own code to the page, for example a visitor-tracking script or a booking box from another provider. There is no built-in analytics or cookie-banner setting, so anything of that kind goes here. **You Must Save** The preview updates as you flip the switches, but nothing is published until you press **Save**. **Clear** discards your unsaved changes. **Custom HTML** and the search-engine switches don't show up in the preview. --- Editing the Content --- **Content Comes From Your Google Profile** You cannot type text or upload images on the **Website** page. Every piece of content, from the business name in the header to the list of services, is read from your Google Business Profile. To change it, edit it in the **Profile** page (or directly on Google) and it updates in both places. **The Reviews Section** The reviews section is filled by the same review widget you configure on the **Widgets** page (see the [Website Widgets](/website-widgets) article). It follows the filters you set there: the rating threshold, the selected review platforms and the review type. If it looks empty, check those filters. **How Quickly Changes Show Up** The site reads your profile data live instead of being rebuilt on a schedule, but it keeps a temporary saved copy. In practice a change made in your profile appears on the site within roughly half an hour to a couple of hours. Website settings you save yourself, and a new address, take effect right away. **Languages** The site's labels and section titles adapt automatically to each visitor's language, and a language selector sits in the footer. Your own business content stays in whatever language your Google profile holds; it is not translated. **Opening Hours Follow the Visitor Too** Your hours are written the way the visitor's language writes them. An English visitor reads **9:00 AM - 6:30 PM**; everyone else reads **09:00 - 18:30**. A day you have marked as open around the clock reads **Open 24 hours**, translated like the rest of the labels. The hours themselves are the ones on your Google profile — only the way they are written changes. --- Your Web Address --- **The Configuration Dialog** The **Configuration** button opens a dialog with two tabs. **General** is the web address provided for you, ready to use with no setup. **Custom Domain** is for using a domain you own. **Editing the General Address** In **General** you can edit the **Website URL**. The dialog shows a preview of the full address as you type, with a button to open it. Use lowercase letters, numbers and hyphens, between 3 and 63 characters, and pick something nobody else is already using. Keep it short and memorable, and avoid changing it once you have given it to customers. **Getting Listed on Search Engines** **Get your website listed on search engines** controls whether search engines like Google may include your site in their results (this is called indexing). It's off by default: anyone with the link can visit your site, but it won't show up in search results until you turn it on. There's a separate switch for the general address and for your custom domain, so turn on the one you actually use — and only once the site is ready to be found. --- Connecting Your Own Domain --- **What You Need** In the **Custom Domain** tab, enter a **Subdomain** (prefilled with `www`) and your **Domain**, then save. A subdomain is required: you cannot point a bare root domain such as `yourbusiness.com` at the site, only something like `www.yourbusiness.com`. Stay on the page for a few seconds while the setup completes. **Adding the DNS Records** The panel then shows **Your website will be live at:** with your new address, and one or more records to create under **Configure DNS**. DNS records are settings at your domain provider (the company where you bought your domain) that tell the internet where your address should lead. Each record gives you the **Type**, the **Host (subdomain)** and the **Value** to copy. Add them exactly as shown in your domain provider's DNS settings. A CNAME record points your subdomain to the site. You may also be given one or more TXT records, which prove you own the domain and allow the security certificate for a secure (HTTPS) address to be issued. **Verifying** Use **Verify Configuration** to re-check. Each record has a status, and you are done when every one of them reads **Active**. DNS changes take time to spread, so a **Pending Validation** or **Pending Issuance** status right after you add the records is normal; wait and check again. A status such as **Validation Timed Out** or **Blocked** means something is wrong with the record values, so compare them character by character before contacting your support team. **Once It Is Live** When every record is active, **Open preview** switches to your own domain. **Leave the DNS records in place** — removing them takes the site offline. **Disconnecting** To stop using your domain, first remove the CNAME record at your domain provider, then use **Disconnect** and confirm with the checkbox. The order matters: you can't disconnect while the CNAME record still points to the site. Your website stays available at its general address. **If Your Plan Changes** **Important:** if the Website feature is no longer part of your plan, a connected custom domain is removed. Keep that in mind before printing the address on anything. --- Good to Know --- **DNS Propagation Time** DNS changes are commonly said to take up to 48 hours to spread worldwide. The platform only tells you that DNS changes can take a little time before verification succeeds, so treat any specific figure as a rule of thumb. -------------------------------------------------------------------------------- ARTICLE: Ranking & Performance Analytics -------------------------------------------------------------------------------- Three pages tell you how visible you are: **Maps Ranking** for your position on Google Maps against local competitors, **AI Ranking** for how AI assistants rank you, and **Performance** for what people actually do on your Google Business Profile. Together they show whether customers can find you, and what they do once they have. --- Before You Start --- **Google Must Be Connected** All three pages read your Google Business Profile. Until it is connected you will see **Connect Your Google Business Profile** and a **Go to Integrations** button. **Maps Ranking** and **AI Ranking** work with either type of Google connection (**Google Login** or **Google Public Access**); **Performance** needs **Google Login**. **Reports Are Monthly** **Maps Ranking** and **AI Ranking** are not live. Each is generated once a month and then stays as it is until the next one. **Last updated on** at the bottom of the report tells you when the version you are looking at was produced. The first report is generated shortly after you connect your Google Business Profile, so if you have just connected, expect to wait a little and then see **Generating your maps ranking report**. **Not Every Page Is on Every Plan** Depending on your plan, **AI Ranking** and **Performance** may not appear in the menu at all. --- Keyword & Search Area --- **The Two Settings** **Keyword & Search Area** shows the two inputs every ranking report is built on: **Search Keyword**, the term you want to be found for, and **Map Radius**, the area the report covers. The gear button, **Configure report settings**, opens the drawer where you change them. **Radius and Keyword Values** **Map Radius** is a single dropdown that carries the distance and the unit together: **5 km**, **10 km**, **15 km** and **20 km**, or **5 miles**, **10 miles**, **15 miles** and **20 miles**. Pick whichever your customers think in — the nine search points are simply spaced further apart for miles — and the **Keyword & Search Area** card then shows the radius in that unit. If you have never changed it, the report stays in kilometers. **Search Keyword** is free text of up to 30 characters; leave it empty and the report uses your primary Google business category instead. Pick the phrase a customer would actually type, not your business name. **Changes Apply to the Next Report** **Maps Ranking** and **AI Ranking** have their own separate settings, opened from their own page. After saving, the platform tells you the change will be reflected in the next monthly report. The report you are currently looking at does not change, and there is no way to regenerate it on demand. --- Maps Ranking --- **Local Rank Tracker** The map runs your keyword from nine points: your own address in the center and eight points around it, spaced by the radius you chose. Each pin shows the position your business held in Google Maps results for a search made from that spot. This is why you can be first at your own door and invisible a few kilometers away. **Reading the Pins** The legend groups the pins into **Top Positions (1-3)**, **Strong Positions (4-10)**, **Mid Positions (11-20)** and **Lower Positions (21+)**, with a note on what share of clicks each band typically gets. A pin labeled **21+** means your business was not found in the results for that point. Click a pin to see the list of businesses that did appear there. **Competitor Analysis** This chart plots every business found near you by number of reviews and average rating, with your business highlighted. The four quadrants are labeled **Market Leader**, **Hidden Champions**, **Low Visibility** and **Reputation Risk**, so you can see at a glance whether your gap is in quality or in volume. Click a dot to see that business, including its address, website and review count. **Review Score Ranking** This list ranks you and your competitors by **Review Score**, a value from 0 to 10 that combines your average rating with your number of reviews. The review count is measured against the strongest competitor in your area, so the score is relative: if a competitor doubles their reviews, your score drops even though nothing about your business changed. **Where Competitors Come From** The competitors in the chart and the list are the other businesses Google returned for your keyword at your own address. Change the keyword and you will be compared against a different set of businesses. --- AI Ranking --- **The Platforms That Are Checked** **AI Providers Ranking** shows how four AI platforms rank local businesses like yours: OpenAI, Gemini, Perplexity and Grok. Each one searches and judges in its own way, so their lists rarely match. **How the Ranking Is Produced** Once a month each platform is asked to find and rank the best currently operating local businesses for your **Search Keyword**, around your address, within your **Map Radius** — in kilometers or miles, whichever you chose on this page. The top five results are recorded, and the reasons are written in the notification language set for your location. **Your Position** Each platform gets a row with your position as **#1** to **#5**. Opening the row shows the full list of five businesses that platform named, in its order, with the reasons it gave for each one. **Why am I ranked here?** explains your own position; **Why ranked here?** explains a competitor's. **Off List** If a platform did not include you in its top five, your row is marked **Off List** instead of a position. In that case the platform is asked a second question about why your business was not included, and the answer appears as **Why am I not ranked?** at the top of the drawer. That explanation is usually the most useful part of the whole report. **Refresh Timing** The report is regenerated on the first of each month. Locations are processed in batches, so it can take a few hours on that day before your new report is ready. --- Performance --- **Last Month Analytics** **Performance** shows five numbers from your Google Business Profile: **Maps impressions**, **Search impressions**, **Direction requests**, **Call clicks** and **Website clicks**. The card is titled **Last Month Analytics** and covers the last 30 days; the small figure next to each number is the change against the previous 30 days. **What the Numbers Mean** **Maps impressions** and **Search impressions** count how many times your profile was viewed on Google Maps and in Google Search, across all devices. **Direction requests**, **Call clicks** and **Website clicks** count what people did next. Impressions tell you whether you are being found; the other three tell you whether what they found convinced them. **Last Month Keywords** **Last Month Keywords** lists the search terms people used to reach your profile, with a **Searches** count for each and the change against the month before. This card covers the previous full calendar month, not the last 30 days. **Low-Volume Keywords** Google does not publish exact figures for rare searches. Those rows show the less-than sign followed by a number (**<** plus Google's threshold) instead of an exact count, which means the term was searched fewer times than that number. **When Data Is Missing** If Google has no data to give, the cards say so: **No performance metrics are currently available from Google** or **No keyword data is currently available from Google**. A brand new profile, or one that has just been connected, will often show this for a while. --- Good to Know --- **Delay in Google's Figures** Google's own performance data usually runs a couple of days behind. The platform shows the latest figures Google provides without adjusting for this delay, so the last day or two of a period may look low. **How Many Results a Position Is Out Of** A position on the **Local Rank Tracker** is the place your business held in the Google Maps results list for that point. The number of results in that list is set by Google, not by the platform, which is why anything beyond it shows as **21+**. ############################################################ SECTION: ENGAGEMENT ############################################################ -------------------------------------------------------------------------------- ARTICLE: Sharing Reviews on Social Media -------------------------------------------------------------------------------- Turn a written review or a video testimonial into a ready-made social media post, published now or on a date you choose. It's an easy way to keep your pages active with real praise from your customers: the platform builds the image, and you choose the pages, the format and the text. --- Before You Start --- **What Needs to Be Connected** Sharing works through the pages you have connected in **Settings** > **Integrations**: your Facebook page, your Instagram account, your TikTok account and your Google Business Profile. Only the channels you have actually connected appear in the sharing panel, and each one is shown with its real name, so you always know which page you are posting to. If you have no page connected at all, the **Share** button on a review takes you to the **Feed** page, which points you to **Settings** > **Integrations**. **Google Needs a Full Connection** Google appears as a destination only if your Google Business Profile is connected with **Google Login**. If it's connected with **Google Public Access** instead, selecting Google opens a message asking you to reconnect it from **Settings** > **Integrations**, because Public Access can't publish for you. **Which Reviews Can Be Shared** A review can be shared only if it contains written text and if the rating is high: four stars or more out of five, or eight or more on review sites that use a ten-point scale. Reviews without a comment and lower-rated reviews have no **Share** button. Once a review has been shared, its card shows an **Already shared** badge instead of the button, so you do not post the same testimonial twice by accident. If social sharing is not part of your plan, the button is not shown at all. --- Sharing a Review --- **Opening the Sharing Panel** Go to **Reputation** > **Reviews** and click the **Share** icon on the review you want to highlight. A panel opens with the sharing options on one side and a live preview of the post on the other. **Choosing the Type of Content** Under **Select the type of content** you choose the format. For a written review you can create a **Post** (a square image in the feed) or a **Story** (a vertical image that disappears after 24 hours). Reels are not offered for written reviews, because a reel requires a video. For a video testimonial it is the opposite: you can publish it as a **Story** or as a **Reel**, not as a feed post. A format is grayed out when none of the pages that support it are connected. **Selecting the Pages** Under **Select the channels** you switch on every page you want to publish to, and you can combine several in one go. Two limits apply: - TikTok does not accept stories. If you select TikTok and then switch to **Story**, TikTok is switched off again and you'll see the message "TikTok stories not supported". - Google only accepts feed posts. On Google the review is published as an update on your Google Business Profile, not as a story or a reel. **TikTok Settings** When TikTok is selected, an extra block appears. You must pick who can see the post under **Who can view this post** (**Everyone**, **Mutual followers**, **Followers only** or **Only me**) — the post is not sent until you choose one. You can also allow or block **Comments**, **Duet** and **Stitch**, and use **Disclose content** to declare that the post promotes goods or services, choosing between **Your brand** and **Branded content**. These settings are sent to TikTok with the post and cannot be changed afterwards from the platform. **Writing the Description** The **Description** field is filled in for you with a short thank-you message that includes the reviewer's name and the text of the review. You can rewrite it freely. If your plan includes the Social Agent, the field also has a generation button: pick a tone and a length, press **Generate**, and the text is replaced by a generated caption. Each generation uses AI tokens (see the [AI Tokens](/ai-tokens) article). On Google the description becomes the text of the update; on TikTok it becomes the post description. --- The Image and the Preview --- **How the Image Is Built** For written reviews you do not upload anything: the platform builds the image from the review itself, using the reviewer's name and profile picture, the star rating, the review text and the logo of the review site it came from. The look of that image — layout, background, font, corners — comes from your template (see the [Social Media Template](/social-media-template) article). Feed posts are produced as a square image, stories and reels in the vertical 9:16 format. **Long Reviews Are Shortened** Only the first 250 characters of the review appear on the image, followed by an ellipsis. Very long testimonials are therefore cut, so check the preview before publishing and, if the cut falls badly, prefer a shorter review. **Checking and Downloading the Preview** The preview shows the post exactly as it will be generated, inside a mock social media card. It updates as you change the format. The download button in the preview saves the image to your device, which is handy if you also want to use it somewhere else. For a video testimonial the same button downloads the video file. **Video Testimonials Are Published as Video** A video testimonial is published as the video your customer recorded. No image is generated for it and the template does not apply. It cannot be sent to Google, which does not accept video in this flow. --- Publishing Now or Later --- **Publishing Immediately** Leave the **Schedule** switch off and press **Share**. The post goes to the queue straight away, and you are told it has been posted. Publishing takes a little while, because each page has to accept the image and, on TikTok, process it. **Scheduling for Later** Turn the **Schedule** switch on and set **Date** and **Time**. The panel starts at roughly 15 minutes from now. Two rules apply: - The time must be at least five minutes from now. If you pick an earlier time, it's quietly moved to five minutes from now. - It can't be more than 30 days ahead — otherwise you'll get an error and the post isn't scheduled. Once scheduled, you don't have to come back: the post is published on its own at the chosen time. **What Happens at Publishing Time** The post is sent to each page you selected, and the review is then marked as shared in your reviews feed. If the review was shared automatically by the Social Agent and **Automated Social Sharing** is switched on under **Settings** > **Notifications**, you also receive a notification telling you what was published and where. --- Following Your Posts in the Feed --- **The Feed Page** Everything you have shared is listed under **Engagement** > **Feed**. Each card shows the image, icons for the pages it was sent to, the content type, a status badge, the description and either the scheduled date or the date it went out. The newest posts come first and more are loaded as you scroll. Drafts are not listed. **Reading the Status Badge** - **Scheduled** — waiting for its date and time. - **Processing** — publishing is under way. - **Published** — it went out; the date is shown on the card. - **Error** — publishing failed. A post that stays in **Processing** for a long time did not complete; treat it like an error and share the review again. **Deleting a Scheduled Post** Scheduled cards have a trash icon. It cancels the schedule and removes the post, so it's never published. **This can't be undone**, so you'll be asked to confirm with a checkbox. Posts that are already published cannot be removed from here: to take them down, delete them on the social network itself. --- When Publishing Fails --- **Reading the Error** A failed post is kept in the feed with the **Error** badge and the reason recorded against it. There is no automatic retry: nothing else happens until you share the review again. Because a review is only marked as shared once publishing has actually run, you can share a failed one again from the **Reviews** feed. **Partial Failures** Pages are published independently. If you selected several pages and one of them rejects the post, the others still go out, so a post can be live on one page and missing on another. If that happens, check the affected connection before sharing again. **Expired or Revoked Connections** The most common cause of failure is a connection that is no longer valid, because the access you granted has expired or was withdrawn on the social network's side. Publishing then fails for that page only. Go to **Settings** > **Integrations**: a connection that needs attention is flagged with a warning icon and offers a **Refresh** action, or you can disconnect and connect it again. After that, share the review once more. For Google you are also notified when the connection expires. **Content Refused by a Platform** A platform can also refuse a post on its own terms — an unsupported format for the chosen content type, a caption that is too long for that network, or missing permissions on the connected account. The post is marked with an error; in that case try a different format or a shorter description, and contact your support team if it keeps failing. --- Good Practice --- **Share Regularly Rather Than All at Once** Sharing one strong testimonial on a regular basis keeps your pages active and gives each post room to be seen, which works better than posting a batch of reviews on the same day. Scheduling is what makes this easy: set the date and time when you have a good review in front of you, and let it go out later. **Let the Social Agent Do the Routine Work** If your plan includes the Social Agent, it selects and shares reviews for you on the frequency you set, using the same template and the same pages. You can keep sharing manually alongside it whenever a review deserves special attention. -------------------------------------------------------------------------------- ARTICLE: Social Media Template -------------------------------------------------------------------------------- The template decides what the images of your shared reviews look like: the arrangement of the card, the background, the font and the corners. You set it once and every review image the platform generates follows it, so your posts look consistent and on-brand without extra work. --- Where to Find It and What It Affects --- **The Template Page** Open **Engagement** > **Template**. The settings are on the left, and on a large enough screen a live preview on the right shows a sample review styled with your current choices. The preview reacts as you change the options, but nothing is stored until you press **Save**. **One Template for Every Shared Review** There is a single template per location, and it applies to every review image the platform generates: the ones you create yourself from the reviews feed and the ones the Social Agent publishes automatically. This is what keeps your posts recognizable without extra work on each one. **What It Does Not Cover** The template shapes the image only. It does not change the description that accompanies the post, and it does not apply to video testimonials, which are published as the video your customer recorded. Images are generated at the moment you share, so posts that are already published or already scheduled keep the look they had then; changes apply to what you share from now on. --- Choosing the Layout --- **Layout** Under **Layout** you choose how the review is arranged on the card. Three arrangements are available: - **Classic Review** — profile picture and name at the top, review text in the center, and review site logo at the bottom. - **Creator Focus** — centered profile picture, name and rating below, review text in the center, and review site logo at the bottom. - **Badge Footer** — review site logo at the top, review text in the center, and profile picture, name, and rating in the footer. **What Always Appears on the Card** Whichever layout you pick, the card shows the reviewer's name, their profile picture (or their initial when they have none), the star rating of the review, the review text, and the logo of the site the review came from. These come from the review itself and are not editable here. --- Setting the Background --- **Background Type** **Background Type** offers **Color** or **Image**. The **Image** option is only available when your Google Business Profile is connected by signing in with your Google account, because the photos come from that profile. **Select a Background Color** With a color background, you pick the color from a picker, or type its hex code (the six-character code for a color, such as #1A73E8) if you know your brand color. The review card then sits on that flat color as a solid white card. **Select a Background Image** With an image background you choose from a grid of the photos already published on your Google Business Profile, and the selected one is highlighted. Only one photo can be used at a time. If that profile has no photos, the field tells you to add some to your Google Business Profile first. The photo is imported when you save, so it keeps working in your posts afterwards. A subtle dark tint is added over the photo so the review text stays readable. --- Adjusting the Review Card --- **Background Transparency** **Background Transparency** controls how solid the white card over the photo is, from 50% to 100%, and it starts at 90%. Lower values let more of the photo show through behind the text. This slider only appears with an image background: with a color background the card is always solid white. **Select a Font** **Select a font** offers five typefaces — **Inter**, **Outfit**, **Source Sans 3**, **Roboto** and **DM Sans** — and each one is shown in its own typeface in the list so you can compare them. The font applies to the reviewer's name and to the review text. **Border Radius** **Border Radius** sets how rounded the corners of the card are, on a scale from 1 to 20, starting at 12. A value of 1 gives practically square corners; 20 gives clearly rounded ones. --- Removing the Platform Branding --- **Disable Branding** If your plan allows it, the **Disable Branding** switch appears at the bottom of the form. With it on, the small branding badge is removed from the card and the post carries only your content and the review's source logo. With it off, the badge sits in the corner of the card next to that logo. If the switch is not there, removing the branding is not included in your plan. --- Saving Your Template --- **Save** Press **Save** to store your choices; a confirmation message tells you the template has been updated. Only the settings you changed are updated, so you can adjust one without affecting the rest. **Check It on a Real Review** The preview uses a sample review, which is always a neat length. Before relying on the template, share one real review and look at the preview in the sharing panel: that is where you see how your layout, font and background hold up with an actual testimonial, which may be much longer or much shorter than the sample. ############################################################ SECTION: AI Agents ############################################################ -------------------------------------------------------------------------------- ARTICLE: SEO Agent -------------------------------------------------------------------------------- The SEO Agent writes and publishes replies to your Google reviews for you, following the tone, length and language you set. Every customer gets a timely answer without you writing each one yourself. You'll find it under the **AI Agent** group of the **Reputation** section. --- What the SEO Agent Does --- **Automatic Replies to Your Google Reviews** Once enabled, every new Google review that matches your settings gets a reply generated and published automatically. You don't need to open the platform or your Google profile to answer. **It Only Works on Google Reviews** The agent replies to Google reviews only. Reviews coming from other platforms are not answered automatically, even if they are visible in your Reviews section. **A Connected Google Account Is Required** The agent needs Google connected with **Google Login**. If you're using **Google Public Access**, the switch can't be turned on: a **Log in to Google** window appears and sends you to **Settings** > **Integrations**, where you first disconnect Public Access and then connect with Google Login. **When the Reply Appears** Replies are not instant. When Google reports a new review, the agent waits a random amount of time — between two and a little under five hours — before publishing the reply, so your answers look natural rather than automatic. Expect the reply within a few hours, not within seconds. --- Setting Up the Agent --- **Turn It On** Open the **Setup** tab and switch on **Enable SEO Agent**. All the other options appear only when the switch is on, and nothing is applied until you press **Save**. **Save** stays grayed out until you actually change something. **Reply Tone and Length** **Select reply tone** decides the voice of the answer: Formal, Informal, Professional, Friendly, Empathetic, Enthusiastic, Neutral, Proactive, Grateful, Promotional, Reassuring and Informative. **Select reply length** sets how long the answer is: Short, Normal or Long. **Reply Language** **Select reply language** sets the language of the answers. If you leave the automatic option, the agent detects the language of each review and replies in that same language, which is the safest choice when your customers write in different languages. **Rating Threshold** **Select rating threshold** decides which reviews get an automatic answer. Only reviews with that rating or higher are replied to, so if you pick 4 stars, only 4- and 5-star reviews receive a reply and you keep the lower ones to answer by hand. **Additional Instructions** In **Additional instructions** you can add your own guidance, which is added to the instructions the agent already follows: phrases you prefer, details to mention, things to avoid. Keep it within 500 characters, as the note on the field indicates. **Keywords** In the **Keywords** field you build a list of terms you want the agent to work into the replies when it fits naturally. Add them one at a time: you can add up to 30 keywords, each up to 60 characters long. **Override Manual Settings** **Override manual settings** applies the same configuration whenever you generate a manual AI reply from the Reviews section. Leave it off if you prefer to choose tone and length case by case when you reply by hand. --- Reply to Past Reviews --- **What This Process Does** The **Bulk Reply** tab contains **Reply to past reviews**, which works through the Google reviews you have never answered. It only starts if the SEO Agent is enabled and saved: otherwise a warning asks you to enable and save a configuration first. The reviews it picks up are those with no reply that also match your rating threshold, so reviews below your threshold stay untouched. **How Fast It Goes** The agent replies to a maximum of 5 reviews per day, spread at random times during the day, to stay inside Google's safe limits. The card shows the progress as replied out of planned, the start date and the estimated end date, which is calculated on those 5 replies per day. **Start, Stop and Restart** Press **Start** to launch it. While it runs you can press **Stop**, and when it is stopped, completed or failed you can press **Restart** to run it again. The status line tells you where the process stands: Processing request, In Progress, Completed, Completed with errors, Failed or Stopped. Turning the SEO Agent off also stops the process. --- Following What the Agent Does --- **The Feed Tab** The **Feed** tab lists every reply the agent has produced, with its date. Each card shows the review text and the reply that was published, and the eye icon opens the full review. **When a Reply Fails** If something goes wrong, the card shows a **Failed Reason** and a short explanation: the review no longer exists, it already had a reply, it doesn't match the rating you require, the reply could not be generated or could not be published, the connected account is no longer valid, or you have run out of AI tokens. **Email Notifications** If **Automated Review Reply** is switched on under **Settings** > **Notifications**, you also receive an email each time the agent answers a review, with the review and the reply it published. -------------------------------------------------------------------------------- ARTICLE: GEO Agent -------------------------------------------------------------------------------- The GEO Agent turns the reviews you receive into articles published on your own blog, so the feedback your customers leave also works as fresh content that helps people find your business. You'll find it under the **AI Agent** group of the **Visibility** section. --- What the GEO Agent Does --- **Articles Written From Your Reviews** The agent works from your positive reviews that contain text, from 4 stars up, and from the information on your Google Business Profile, such as your category, your services, your description and your address. Each article is built on a topic and quotes the reviews it was inspired by. **A Connected Google Account Is Required** The agent only runs if Google is connected with **Google Login**. Without it, no strategy, no topic and no article is generated. **How Often It Writes** Articles are produced on the schedule you choose. After you enable the agent, allow some time for the first strategy and the first articles to appear. --- Setting Up the Agent --- **Turn It On** Open the **Setup** tab and switch on **Enable GEO Agent**. The rest of the options appear below, and nothing is applied until you press **Save**. **Tone, Length, Frequency and Language** **Select article tone** sets the writing voice, **Select article length** (Short, Normal, Long) controls how long the article is and how many paragraphs it has, and **Select article language** sets the language it is written in. **Select generation frequency** decides how often a new article is created: every 3 days, once a week, every 2 weeks or once a month. A daily frequency is not available for this agent. **Font** **Select article font** sets the font used when your articles are published. The list shows each option in its own typeface so you can see it before choosing. **Cover Image** By default every article gets a generated cover image, and **Select image generation style** controls its look: **Photorealistic**, **Cartoon**, **3D**, **Pixel Art** or **From library**. The first four are generated for you; **From library** uses your own photos instead and generates nothing (see below). If you switch on **Do not generate a cover image**, the style option disappears and articles are published without a cover. **AI Covers Are Labeled as Such** When the cover is a generated photorealistic image, the article on your blog carries a small gray caption under it reading **AI-generated image**, the way a newspaper credits a photograph. The other styles are obviously drawings and are not captioned, and a cover that is a real photo — one of yours from the library, or one you uploaded onto the article — is never labeled. Articles published before this was introduced stay uncaptioned, because there is no record of how their cover was made. The same distinction travels with the post when the agent shares an article: a generated cover is declared as AI-generated media to the social platform, a real photo is not. **Auto-Approve** **Auto-approve generated articles** publishes new articles without any manual step. With it off, each new article is marked as planned first and you get the chance to stop it. **Additional Notes** In **Additional notes** you can add your own guidance for the agent; keep it within 500 characters, as the note on the field indicates. **Share on Social Media** **Share on social media** posts each published article to your social channels. Switch it on and pick the channels under **Select platforms**: Facebook, Instagram, Google and TikTok appear only if they are connected, and the Google option needs **Google Login**. The caption is written automatically and always includes the link to the article. Keep in mind that an article without a cover image is not shared, so this option and **Do not generate a cover image** work against each other. --- Your Photo Library --- **Your Own Photos as Covers** The **Library** tab, between **Setup** and **Publish**, holds photos of your own business for the agent to use as article covers. Drop files on **Drop your photos here or click to choose them**, or click to pick them, and they upload straight away. Then set **Select image generation style** to **From library** in **Setup** and save: from that point the agent takes a cover from your library instead of generating one, which also means it spends none of your AI tokens on covers. **What a Photo Has to Be** The requirements are written under the box: **JPG, PNG, HEIC or WEBP, from 10 KB to 20 MB, at least 512x512 px. Photos are cropped to a square.** Any shape works — a photo straight off a phone is usually 4:3 or 16:9 — because the square crop is done for you, and HEIC is accepted so photos from an iPhone need no converting first. On some browsers the thumbnail of a HEIC file looks broken for a moment while it uploads; the finished cover is fine. **The Order They Are Used In** Photos are used oldest first, and the one at the top of the list is the one the agent will use next. A photo already used carries a **Used** badge, and above the grid a line reads how many are still unused, for example "3 of 12 photos not used yet". When every photo has been used you see **All photos have been used: the agent starts over from the first one.** — nothing to reset, it simply begins again. **Removing a Photo** **Delete this photo?** warns you that "The photo is removed from the library. Articles already published keep the cover they have." **Load more** brings in older photos when the library is long. If your library is empty while **From library** is selected, the agent falls back to generating a photorealistic cover, so your first article still comes out with one — and switching the style back to one of the AI options makes it generate again. --- The Feed: What Happens to Each Article --- **The 24-Hour Window** Every article the agent creates appears in the **Feed** tab and is scheduled for publication 24 hours later. This is your window to read it, correct it or stop it. **Stopping an Article** When auto-approve is off, a planned article shows a **Don't publish this article** button. You confirm in a **Do not publish** window, which warns you that the article will not be published and cannot be recovered. If you do nothing, the article is published anyway at the end of the 24 hours: the window is a chance to intervene, not a block. **Editing an Article** The edit icon opens **Update Article**, where you can change the cover image, the **Title**, the **Description** and the **Article paragraphs**, adding or removing paragraphs as you need. Your changes replace the current version. For the cover, the field now tells you: "Use a JPG, PNG, HEIC or WEBP image up to 20 MB, at least 512x512 px. Any shape works: we crop it to a square." So a photo taken on a phone can go straight up without being cropped by hand first. **Be careful when changing the title.** Saving a new title changes the article's web address. The old address doesn't redirect to the new one, so links that were already shared, saved or picked up by search engines may stop working. **Hiding a Published Article** On a published article the eye icon hides it: it disappears from your live blog straight away but stays in your Feed, and the same icon puts it back online later. **When Generation Fails** If an article or its cover cannot be produced, the card shows a **Failed Reason** with a short explanation, for example that there is not enough data, that the article or its cover could not be created, or that you have run out of AI tokens. --- Topics: Choosing What Gets Written --- **Where Topics Come From** When you enable the agent it prepares a topic strategy for your business, and the topics appear in the **Topics** tab shortly after. A new set of topics is prepared automatically when the queue is nearly used up, so the agent never runs out of subjects. **Creating a Topic** Press **New Topic** and fill in **Title** and **Description**. The title is the subject of the article; the description gives the agent the context it needs, such as who it is for and what to highlight. A topic like "Benefits of professional teeth whitening" with a couple of lines of context is enough for a complete article. **Planned, Pending and Used** Topics are shown in the order they will be used. The first one carries the **Planned** badge and is the next to be turned into an article, the ones below carry **Pending**, and those already written carry **Used** together with the date they were used and a **View Article** button that opens the published article. **Editing, Reordering and Removing** While a topic is still waiting you can press **Edit** to change its title and description or use **Change topic position** to move it forward or back in the queue, and **Remove Topic** to delete it, confirming that the action cannot be undone. Topics already used cannot be edited or removed. --- Publish: Where Your Blog Lives --- **Hosted Domain** The **Publish** tab opens on the **Hosted Domain** card, a ready-to-use web address that needs no setup. The **Website URL** field lets you choose the last part of that address, the card shows a preview of the full link, and the icon next to it opens your blog in a new tab. **Custom Domain** In the **Custom Domain** card you publish the blog under your own name instead. Fill in **Subdomain** and **Domain** and save: a subdomain such as blog.yourdomain.com is the recommended setup, because it keeps the blog separate from your main website. **Configuring the DNS** After saving, the card shows the DNS records to create — settings at your domain provider that point your address to the blog — with **Type**, **Host (subdomain)**, **Value** and a **Status** for each one. Go to your domain provider (the company where you bought your domain), open the DNS settings and add every record exactly as shown — the CNAME record and any TXT records listed. DNS changes take time to take effect; use **Verify Configuration** to check the status until every record reads **Active**. The [Website](/website) article explains DNS records and their statuses in more detail. To undo the setup, remove the CNAME record at your provider first, then confirm the disconnection here. **Getting Listed on Search Engines** Both cards contain the switch **Get your website listed on search engines**, which lets search engines like Google include that address in their results. It is set separately for the hosted address and for your custom domain. **Embed Articles on Your Website** The **Embed articles on your website** card gives you a short piece of code. Press **Copy Code** and paste it into your website (most website builders have an HTML or embed block for this) exactly where you want the articles to appear, for example in a news area or on your homepage. From then on, every article published by the agent shows up in that spot on its own. -------------------------------------------------------------------------------- ARTICLE: Social Agent -------------------------------------------------------------------------------- The Social Agent publishes your best reviews on your social channels on a schedule, with an image and a caption created for you, so your pages stay active without you posting by hand. You'll find it under the **AI Agent** group of the **Engagement** section. --- What the Social Agent Does --- **One Review per Run** Every time the schedule comes around, the agent picks one review, builds the image, writes the caption and publishes the post on the channels you selected. It is one post per run, not a batch. **Which Review Gets Picked** The agent looks at reviews that contain text, that meet your rating threshold and that have never been shared before, inside a period as long as your chosen frequency, and takes the most recent one. If it finds nothing in that period, it looks back over twice as long. A review that has already been published is never reused, so your feed doesn't repeat itself. **Where the Image Comes From** The image is generated from the review itself, with the reviewer's name, the rating and the source, using the layout, background and font of the template you set up under **Engagement** > **Template** (see the [Social Media Template](/social-media-template) article). --- Setting Up the Agent --- **Turn It On** Open the **Setup** tab and switch on **Enable Social Agent**. At least one social channel has to be connected, otherwise a **Connect Your Social Pages** window appears with a **Go to Integrations** button. Nothing is applied until you press **Save**. **Post Type** **Select post type** decides the format: **Post** or **Story**. Stories cannot be published on Google or TikTok, so those two options are switched off when you choose Story, and if Google was selected you get a warning that Stories are not supported for Google. **Caption Tone, Length and Language** **Select caption tone** and **Select caption length** shape the text that accompanies the review, and **Select caption language** sets the language it is written in. **Share Frequency** **Select share frequency** decides how often a review is published: once a day, every 3 days, once a week, every 2 weeks or once a month. The same value also defines how far back the agent looks for a review to share. **Rating Threshold** **Select rating threshold** keeps low ratings out. Only reviews with that rating or higher are shared, so choosing 5 stars limits the posts to your best feedback. On platforms that use a 10-point scale, such as Booking, Agoda or Expedia, the rating is converted to the 5-star scale first, so an 8 out of 10 counts as 4 stars. **Additional Instructions** **Additional instructions** lets you add your own guidance for the caption; keep it within 500 characters, as the note on the field indicates. **Platforms** Under **Select platforms** you switch on the channels that will receive the post. Only connected channels appear, and the Google option needs **Google Login**. You have to select at least one — otherwise you won't be able to save, and a message asks you to select a platform. **Override Manual Settings** **Override manual settings** applies this same configuration whenever you generate an AI caption for a share you are doing by hand. --- Following What the Agent Does --- **The Feed Tab** The **Feed** tab lists every post the agent has published, with the caption, the date it was posted and the icons of the channels it went out on. **When a Post Fails** A failed card shows a **Failed Reason**. The most common ones are that no shareable review could be found, that the caption or the image was rejected by the channel, that a connected account could no longer be authenticated or is missing a permission, that no platform was selected, or that you have run out of AI tokens. **Nothing to Share** If every recent review has already been shared, has no text, or sits below your rating threshold, the run ends without a post and the Feed records it. Collecting new written reviews, or lowering the threshold, is what gets the agent going again. **Email Notifications** If **Automated Social Sharing** is switched on under **Settings** > **Notifications**, you receive an email each time the agent publishes a post, with the review, the caption and the channels used. -------------------------------------------------------------------------------- ARTICLE: AI Chat -------------------------------------------------------------------------------- The AI Chat is an assistant built into the platform: you ask in plain language and it either answers using your own data or performs the action for you. --- What the AI Chat Is --- **Your Assistant Inside the Platform** Instead of navigating menus to find a number or change a setting, you describe what you need. The assistant reads your account data to answer, and for many requests it can carry out the change itself. **Where to Find It** A vertical tab sits on the right edge of the screen, marked with the assistant's name, and it is available from any page. Clicking it opens the chat over the page you are on. There is also a **Chat** section in the menu, which opens the same assistant full screen with your conversations listed beside it. The side tab is hidden while you are in that section, because you are already in the chat. --- Using the Chat --- **Sending a Message** Type your request in the **Ask anything to...** field and press Enter to send, or Shift and Enter together to go to a new line. While the assistant is answering, the field is locked and the send button turns into a stop button, so you can interrupt a reply that is going the wrong way. The chat panel also stays open until the answer is finished. **Following What It Is Doing** A line above the composer tells you what stage the request is at: the assistant is getting ready, is thinking, is writing a response, is working on your request, or has completed, stopped or failed the request. **Your Conversations** **New Chat** starts a fresh conversation and **Recent** lists the previous ones, so you can reopen and continue any of them. The title is generated from your first message; you can rename it whenever you like, and deleting a conversation is permanent. --- What You Can Ask It To Do --- **Getting Answers From Your Own Data** You can ask about your reviews, your locations, your customers, your analytics or your settings, and the assistant reads the live data to answer instead of making you open reports yourself. For example, "Give me an analysis of the reviews I received in the last week" returns a summary of the recurring themes, the praise and the complaints, and "Give me a performance analysis of my Google Business Profile over the last year" pulls the relevant figures together. **Taking Action For You** The assistant can also change things on your behalf. Asking "Change my Google Business Profile hours for Saturday to 10am-4pm" makes it read your current profile and apply the update, without you opening the profile settings. It confirms a change only once the update has actually gone through, and when a change to your Google profile is submitted but still waiting on Google's own review, it tells you so rather than claiming it is already live. --- Good to Know --- **It Consumes AI Tokens** Every message you send and every reply the assistant writes draws from your AI tokens, and the automatic title of a new conversation counts too. Long conversations cost more than short ones. See the [AI Tokens](/ai-tokens) article for how your allowance works. **What It Will Not Do** The assistant doesn't reveal passwords, access keys or internal technical details, and it ignores instructions hidden inside content it reads. When it summarizes customer information it keeps to aggregated detail unless you specifically ask for individual records. **Availability** The chat is part of your plan. If it is not included, the side tab and the Chat section are simply not there; your support team can tell you what your plan covers. -------------------------------------------------------------------------------- ARTICLE: AI Tokens -------------------------------------------------------------------------------- AI tokens are the monthly allowance that every AI feature in the platform draws from — the agents, the chat assistant and the monthly analyses. Understanding how they're used helps you make your allowance last the whole month. --- What AI Tokens Are --- **One Allowance for Every AI Feature** Your plan includes a set number of AI tokens each month, and every AI action spends from that same pool. There is no separate quota per feature: the agents, the chat and the analyses all share it. **Measured on Real Usage, Not on Fixed Prices** Usage is measured on what each action actually processes — both the text the AI reads and the text it writes. The same action can therefore cost different amounts on different days: a reply to a long, detailed review consumes more than a reply to a two-word one. Any per-feature figure shown as a reference is an average, not a price. When usage cannot be measured at all, the action is recorded but not charged. --- Checking Your Balance --- **The AI Tokens Card** Under **Settings** > **Limits**, on the **Monthly Limits** page, the **AI Tokens** card shows **AI Tokens left**, how many you have **Used**, how many your plan has **Provided**, and your **Monthly Usage** as a percentage. The card also states that the value resets every month on the 1st. **Going Deeper** The **Track Your Usage** box on the same page has a **Go to History** button that takes you to **Settings** > **History**, where your usage is broken down action by action. --- What Consumes AI Tokens --- **Your AI Agents** Every action of your agents consumes tokens: the SEO Agent replying to reviews, the Social Agent writing captions for the reviews it shares, and the GEO Agent preparing the blog strategy, writing each article, generating its cover image and writing the caption when the article is shared on social media. **Blog Cover Images** A cover image is charged as its own action, separate from the text of the article, and it carries a fixed image cost on top of the measured usage. If you want to keep consumption down, the **Do not generate a cover image** option in the GEO Agent setup removes that cost. **The Chat Assistant** Every message in the AI Chat consumes tokens, together with the title automatically given to each new conversation. **Everything Else That Uses AI** The monthly AI Sentiment Analysis and the AI Ranking analysis draw from the same allowance, with AI Ranking recorded separately for each assistant it checks your visibility on. So do the AI replies and captions you generate by hand from the **Reviews** feed and the sharing panel, the suggested text offered to customers on your review link, the replies to private feedback, and the AI completions based on your business information. --- Running Out of AI Tokens --- **What Happens** As soon as there are no tokens left, new AI actions don't start at all, so nothing is left half-done. In the Feed of the agent concerned, the action is recorded as failed with **Insufficient AI tokens** as the reason, so you can see exactly what did not run and when. No email or notification is sent when this happens. If you start an AI action yourself, such as generating a reply by hand, it is refused with the message "You've reached your messaging limit for this month". **Why Used Can Exceed Provided** Because consumption is measured after the action has been completed, an action that starts while you still have a handful of tokens left is carried out in full and then charged. The Used value can therefore end up slightly above what your plan provides. **When Your Features Start Working Again** The allowance resets on the 1st of the month and everything resumes automatically. If you run out regularly, ask your support team about a plan with a larger AI token allowance. --- Tracking Your Consumption --- **The AI Tab in History** On the **History** page, the AI tab (named after your AI assistant) lists every AI action on your account, one row per action, with the name of the feature, a **What it does** description and the **AI tokens** it consumed. The tooltip on that value explains that the total represents the overall AI processing for that action. **Reading the Feature Names** The names in that list tell you which part of the platform spent the tokens: AI Review Reply, AI Feedback Reply, AI Review Suggestion, AI Social Caption, AI Blog Strategy, AI Blog Article, AI Blog Cover, AI Blog Caption, AI Chat Message, AI Chat Title, AI Sentiment Analysis, AI Ranking and AI Context Completion. The filters let you narrow the list to a single feature or to the period you want to check. ############################################################ SECTION: SETTINGS ############################################################ -------------------------------------------------------------------------------- ARTICLE: Integrations -------------------------------------------------------------------------------- Integrations connect the platform to your review sites, text channels and social accounts, and almost every feature depends on them. Everything you do here applies to the location you're currently viewing, so if you manage more than one location, repeat the process for each of them. --- Where to Find Integrations --- **Opening the Page** Go to **Settings**, then **Integrations** under **Location Settings**. The page has three tabs: **Review Sites**, **Social Media** and **Text Channels**. **Review Sites** opens first. **Connect This First** Almost everything else depends on these connections. Until a review site is connected, no reviews are imported for it, and until a text channel is available you cannot send review requests through it. **What You See Depends on Your Plan** Not every review site, channel or social network is shown to every account. The cards that appear are the ones included in your plan, so if something you expect is missing, ask your support team. --- Connecting Google --- **Two Ways to Connect** Click **Connect** on the Google card and you get a dialog with two tabs: **Google Login** and **Google Public Access**. They are not equivalent, and the choice matters a lot. **Google Login (Recommended)** Choose **Google Login** and click the sign-in button. A pop-up opens, so allow pop-ups if your browser asks. Sign in with the Google account that actually manages your Google Business Profile, approve the permissions Google asks for, then use **Select Account** and **Confirm Account**, followed by **Select Business Profile** and **Confirm Profile** to pick the exact profile for this location. **Google Public Access** On the **Google Public Access** tab you do not sign in at all. You type your business name into the search field, pick your business from the results and click **Connect Google Page**. **What Public Access Cannot Do** The dialog states the limits plainly: connecting through Google Public Access "does not allow replying to reviews or using the Profile Feature, and only the 10 most recent reviews are fetched each day." In practice, without the Google Login connection you cannot reply to Google reviews from the platform, you cannot manage your Google profile or publish updates, you cannot use the website and blog features, and the AI agents are restricted. Use Public Access only as a fallback. **If Your Business Is Not Verified** If your Google Business Profile has not been verified yet, the connection stops and you see "Your business hasn't been verified yet", with a button to open your Google Business Profile. Complete Google's verification first, then come back and finish the connection. **When Google Needs a Refresh** Google sign-ins expire. When that happens, the Google card shows a **Refresh** button, and every page of the platform except **Settings** is replaced by a "Google Access Needed" message with a **Go to Settings** button. Click **Refresh**, sign in again and select the same profile you connected before. During a refresh, the Public Access tab is intentionally unavailable. --- Connecting Other Review Sites --- **One Method for All of Them** Google is the only review site that uses a sign-in. Every other review site is connected by pasting the public URL of your page. There is no login, no password and no permission screen. **The Sites You Can Connect** Besides Google, the platform supports Yelp, Tripadvisor, Booking, Airbnb, Agoda, Expedia, Trustpilot, Facebook, Zillow, BBB, Consumer Affairs, Glassdoor, Indeed, Angi, Capterra, OpenTable, RateMDs, AppStore, Google Play and Cars.com. Facebook appears twice on the page for a reason: here, connected by URL, it imports your Facebook reviews; under **Social Media**, connected by sign-in, it lets you publish posts. **Pasting the URL** Click **Connect** on the card and a panel opens with a single **URL** field. Each site shows its own example of the expected format, for example `https://www.yelp.com/biz/your-business-name` for Yelp. The easiest way to get the right address is to open the site in your browser, search for your business and copy the URL from the address bar. The platform checks the link against that site's usual format, so a wrong or incomplete link won't be accepted. **What Happens After You Connect** The 10 most recent reviews are imported and future reviews are picked up automatically. Allow between 10 minutes and one hour for the first reviews to appear. **Connecting Also Updates Your Review Link** For most sites, connecting the integration also adds that site as a destination on your review link, so customers can choose it when leaving a review. Eight platforms are deliberately excluded from that: Booking, Agoda, Expedia, OpenTable, RateMDs, AppStore, Google Play and Capterra. Connecting those still imports their reviews, but it does not add a button to your review link. --- How Often Reviews Are Updated --- **Google Is Checked Once a Day** Once Google is connected, the platform pulls your most recent Google reviews once a day. **Other Sites Are Checked Every Three Days** All the other review sites are checked on a single shared schedule that runs every three days. The number of reviews collected per run depends on the site. **There Is No Manual Sync Button** You cannot force a refresh of reviews from the interface. The only immediate import is the one that runs by itself right after you connect a site. --- Setting Up Text Channels --- **Email Needs No Setup** Email is always available and works out of the box: you can send review requests by email as soon as your account exists, and the platform takes care of actually sending them. If your plan includes it, the email card also carries a **Connect SMTP** button, which lets you send those emails from your own email server instead (see **Sending Email from Your Own Server** below). **SMS Needs No Setup Either** If SMS is part of your plan, the SMS card appears and is already usable — there is nothing to connect. The card carries an important note: "The 1-way SMS channel sends messages through a shared number pool that isn't associated with your business." That means the number your customer sees is not yours. If your plan includes it, the card also carries a **Connect Twilio** button, which is how you send from your own number instead (see **Sending SMS from Your Own Twilio Account** below). **WhatsApp Has to Be Connected** WhatsApp is the only text channel that requires setup. Click **Connect WhatsApp** and, as the dialog says, "To connect WhatsApp, please log in via Facebook. Click the button below to open a pop-up window where you can sign in with your Facebook account. Once logged in, a guided onboarding process will help you link your WhatsApp Business number." WhatsApp Business accounts are managed through Facebook, which is why you need to sign in with Facebook. **Don't close the pop-up early.** As the platform warns: "Before leaving, please wait until the setup is complete. The pop-up will close automatically." **Checking the Health of Your WhatsApp Number** Once connected, the WhatsApp card offers a **View details** button that opens **Phone Number Health Details**. It runs five checks: **Phone Number Status**, **Code Verification**, **Display Name Status**, **New name status** and **Phone Quality Score**. If your display name is still pending, the platform warns that the number can send messages but "delivery may be inconsistent and certain messages may fail to reach recipients". Approval of your number and your display name happens on Facebook's side, not here, so fix anything flagged in your WhatsApp Manager. The panel links directly to the phone-number and message-template pages there. **A Note on Message Templates** If a WhatsApp template stays "In review" for more than 24 hours, go back to **Settings** > **Integrations** > **Text Channels** > **WhatsApp** > **View details** and make sure your number is fully approved; otherwise templates will never be approved. --- Sending Email from Your Own Server --- **What SMTP Is** SMTP is the standard way one mail server hands an email to another. Your email provider runs an SMTP server, and if you give the platform its address and a set of credentials, your review request emails leave from your own address instead of the platform's default one. Only review request emails are affected, as the dialog says: "Review request emails (quick requests and campaigns) will be sent from your own email address instead of the default one." **It Depends on Your Plan** The **Connect SMTP** button only appears if your plan includes it. Without it the email card behaves exactly as it always has, and there is nothing to do. **What You Need Before You Start** Get these five things from whoever provides your business email — your IT person, your hosting provider or your email provider's help pages: - **SMTP Host** — the address of the server, in the shape `smtp.yourdomain.com` - **TLS Port** — one of **587**, **465** or **2525**, picked from a dropdown; 587 is offered first and is the usual choice - **Username** and **Password** — the credentials for the mailbox that will do the sending - **From Address** — the email address your customers will see as the sender; it has to be a valid email address **Connecting It** Click **Connect SMTP** on the email card and the **Connect your SMTP** dialog opens, split into **Server**, **Auth** and **Sender**. Fill in the five fields and press **Save**. The platform tries the connection before saving anything: if it works you get "SMTP connected successfully", and from then on the card shows your sender address in place of the word Email, with a colored dot next to a button now labeled **SMTP**. **When It Won't Connect** Two messages come up often. "Connection failed. Please check your credentials and try again" means the host, port, username or password is wrong — re-read them from your provider, and watch for an extra space. "Email address already in use" means that **From Address** is already connected to another location, so each location needs its own sender address. **Checking and Editing It** Every time you open the **Text Channels** tab the platform re-tests the connection, and the dot tells you the result. Open the dialog — now headed **Your SMTP** — and the connected address is shown with "Connected", "Checking connection..." or "Not working: review request emails will fail until you fix the SMTP settings." You can change any field and press **Save**; the password is never shown back to you, so the field asks you to "Re-enter the password to save". **Watch for the Red Dot** There is no safety net while your own server is connected: if it stops working, review request emails are not sent at all and nothing is quietly rerouted. You'll see "Your SMTP is not working, so the email was not sent. Check your SMTP settings in Integrations." A red dot on the email card is therefore worth acting on the same day. **Disconnecting** **Disconnect** inside the dialog opens **Disconnect SMTP** and asks you to tick "I confirm that I want to disconnect my SMTP". Nothing is deleted — your templates, contacts and history all stay — and review request emails simply go back to being sent by the platform the way they were before you connected anything. --- Sending SMS from Your Own Twilio Account --- **Why You Might Want To** Twilio is a messaging provider you can buy a phone number from directly. Connect your Twilio account here and review request SMS leave from that number instead of the shared pool, so your customers see a number that is yours. Twilio charges you for those messages itself, which is why, as the dialog puts it, they "don't use your SMS credits". **It Depends on Your Plan** The **Connect Twilio** button only appears if your plan includes it, and only on the SMS card — so SMS has to be part of your plan too. Without it the SMS card behaves exactly as it always has. **What You Need from Twilio** Set up a phone number and a Messaging Service in your own Twilio account first, then collect four values from it: - **Account SID** — your account identifier; it begins with `AC` - **Auth Token** — the secret that goes with it, between 32 and 64 characters. An auth token is simply a long password that programs use instead of a typed one, so treat it like a password - **Phone number** — the Twilio number that will send, in international format with the country code, as in `+14155550123` - **Messaging Service SID** — the identifier of the Messaging Service that number belongs to; it begins with `MG` **Connecting It** Click **Connect Twilio** on the SMS card and the **Connect Twilio** dialog opens, split into **Account** and **Sender**. Fill in the four fields and press **Save**. The platform checks all four against Twilio before saving, so a typo is caught there and then, and you get "Twilio connected successfully". The card then shows your Twilio number in place of the word SMS, with a colored dot next to a button labeled **Twilio**. **When It Won't Connect** The error tells you exactly which of the four values is the problem: "Invalid Account SID or Auth Token, or the Twilio account is not active"; "This phone number does not belong to your Twilio account"; "Messaging Service not found in your Twilio account"; "This phone number is not a sender of the Messaging Service"; or "This phone number is already connected to another location", since a number can serve only one location. "Twilio is not reachable right now. Please try again" is temporary and worth a second attempt. **Write Your Own Opt-Out Sentence** Once connected, the dialog shows an **Opt-out** notice, and it is the one thing you must act on: "Twilio does not add an opt-out link. Write it yourself at the end of your SMS templates, for example 'Reply STOP to unsubscribe'. The word STOP must be there: Twilio uses it to unsubscribe the recipient." Go through your SMS templates under **Reputation** > **Requests** > **Templates** and do that before you send anything. The **Opt-Out Link** variable is no longer required in SMS templates, and it is dropped from the message when it goes out through Twilio, so your own sentence is what your customers will actually read. **Checking and Editing It** The connection is re-tested every time you open the **Text Channels** tab, and the dot shows the result. Open the dialog — now headed **Your Twilio** — and your number is shown with "Connected", "Checking connection..." or "Not working: review request SMS will fail until you fix the Twilio settings." Change any field and press **Save**; the auth token is never shown back to you, and the field reads "Leave empty to keep the current token" if you are not changing it. **Watch for the Red Dot** As with your own email server there is no fallback: if Twilio stops working, review request SMS are not sent and nothing is rerouted to the shared pool. You'll see "Your Twilio is not working, so the SMS was not sent. Check your Twilio settings in Integrations." If Twilio refuses one specific message you get "Twilio could not send the SMS. Check the contact's phone number and your Twilio account." instead, which usually means the number you wrote to is wrong. **What Still Works Normally** Quick requests, mass campaigns, drip mode, reminders and Auto-Send all keep working through your Twilio number, and the messages still appear in **History**. **Disconnecting** **Disconnect** inside the dialog opens **Disconnect Twilio** and asks you to tick "I confirm that I want to disconnect Twilio". Nothing is deleted, and as the dialog explains, review request SMS "will be sent again with the default SMS channel and will use your SMS credits." --- Connecting Social Media --- **What This Is For** Connecting social accounts lets you turn reviews into posts — either manually or automatically through the Social Agent. You can connect Facebook, Instagram and TikTok. **Facebook** Click **Connect**, sign in with the account that manages your page, and tick every permission box. If you manage several pages, connect them all and then pick the one you want from the dropdown that appears. If you sign in but never select a page, the card shows a **Resume** action so you can finish the page selection later; a **Restart** action lets you start the whole connection over. **Instagram** Click **Connect** and sign in with your Instagram Business account, granting every permission requested. Only Business accounts can be connected — personal accounts are not supported. **TikTok** TikTok works the same way: sign in with your TikTok Business account and grant all permissions. Personal accounts are not supported. What sets TikTok apart is that when you share a review manually, an extra set of TikTok-specific options appears, including the post's privacy level, which you have to choose before the post can go out. **If the Social Media Tab Is Empty** If the tab shows "No social media available", social connections are not included in your plan. Contact your support team if you need them. --- Disconnecting an Integration --- **Disconnecting Deletes the Reviews You Imported** **Read this before you click the trash icon.** Disconnecting a review site removes the integration, removes that site from your review link, and **permanently deletes every review** the platform imported from it, along with that site's statistics. Reconnecting later starts the import from scratch. **Disconnecting Google Removes More** Disconnecting Google also **permanently deletes** your Google review statistics, your profile statistics, your AI ranking data, and — when you were connected through Google Login — your blog strategy and blog articles, the GEO Agent connection, and your location logo and cover image. **You Have to Confirm** Every disconnection opens a confirmation dialog with a checkbox you must tick, for example "I confirm that I want to disconnect this integration." Social accounts and WhatsApp are simpler: disconnecting them only removes the connection and does not touch your reviews. The same goes for your own email server and your own Twilio account — disconnecting either one only stops the platform using it and sends your review requests the default way again. **Reconnecting** After disconnecting, you have to go through the whole connection process again to restore the functionality. A Google card connected through Google Login also offers **Reconnect**, which runs the Google sign-in again without disconnecting first — and therefore without deleting anything. -------------------------------------------------------------------------------- ARTICLE: History -------------------------------------------------------------------------------- The **History** page is the record of what the platform has actually done for the location you're viewing — handy for checking that a customer got your request, or seeing where your AI tokens went. It has two tabs: **Messages**, for every review request sent to a customer, and an AI tab for every AI action taken for you. --- The Messages Tab --- **What Gets Recorded** Every review invitation sent from this location appears here, whatever triggered it. Each entry is one message to one contact. **What Each Entry Shows** A card shows the date and time the message was sent, the contact's name (or "Unknown" if you never supplied one), the contact method used — the email address or phone number — the channel it went out on, and a category badge. **The Categories** There are four: **Quick Request**, **Campaign**, **Private Feedback** and **Reminder**. **Campaign** only appears if campaigns are part of your plan. **Opening the Details** Delivery status is not on the card. Click **View details** to open **Messages Status**, which shows the current **Status**, **Scheduled At** when the message was queued for later, the message **Details**, a **Reason**, and the **Message Content** that was actually sent. **The Delivery Statuses** A message can be **Accepted**, **Rejected**, **Processing**, **Scheduled**, **Sent**, **Sending Failed**, **Delivered**, **Delivery Failed**, **Deleted**, **Skipped** or **Unknown**. Green means it got through (accepted, sent, delivered), amber means it is still on its way (processing, scheduled), red means it did not make it (rejected, sending failed, delivery failed, deleted). **When a Message Fails** A failed message shows a **Failure** block with a failure code and description plus the details reported by the phone or email network that carried it. That is usually enough to tell a bad phone number or a bounced address apart from a temporary problem — a good reason to keep your contact list clean. When a value is not available you see "Information not available" instead. **When the Details Cannot Be Shown** If an SMS went out through your own Twilio account, its status is read back from Twilio when you open the details. Disconnect that Twilio account later and the details of those older messages are no longer reachable: pressing **View details** then tells you "Message details are not available because the Twilio account used to send it is no longer connected." instead of opening the panel. The entry itself stays in the list. --- Filtering the Messages Tab --- **The Filters Panel** The filters are not inline on the page. Click the **Filters** button in the top right to open a side panel titled **Filters** ("Refine your history using the filters below."). **What You Can Filter By** - **Search by contact name** - **Search by contact method** — an email address or a phone number - **Filter by category** — All, Quick Request, Reminder, Private Feedback, and Campaign when your plan includes it - **Filter by channel** — All, Email, and SMS or WhatsApp when those channels are available for this location - **Filter by date** — a **Start Date** and an **End Date**; the end date stays locked until you pick a start date, and future dates cannot be selected **Applying and Clearing** Click **Save** to apply the filters and close the panel, or **Clear** to drop them all and go back to the full list. Combining filters is the point: it is how you pull up, say, every SMS Quick Request sent to one customer last month. --- The AI Tab --- **What It Records** The second tab is named after your AI assistant and lists every action your AI agents took for this location — sentiment analysis, review and feedback replies, review suggestions, social captions, blog strategy, articles, covers, chat messages and more. **What Each Entry Shows** Each card shows the name of the action, a one-line description of what it does, the date and time, and a pill reading **AI tokens** with the number consumed. Hover the tooltip and it explains that "Total tokens represent the overall AI processing for this action." When a count is not available you see a dash. **The Categories You Can Filter By** **AI Sentiment Analysis**, **AI Ranking**, **AI Review Reply**, **AI Feedback Reply**, **AI Review Suggestion**, **AI Social Caption**, **AI Blog Strategy**, **AI Blog Article**, **AI Blog Caption**, **AI Blog Cover**, **AI Chat Message**, **AI Chat Title** and **AI Context Completion**. "AI Review Reply" appears twice in the list because it covers both replies you asked for and replies the SEO Agent produced on its own. AI Ranking entries also name the AI assistant that was analyzed. **Filtering AI Activity** The same **Filters** button opens the AI filters: a category dropdown with an **All** option, plus the same **Start Date** and **End Date** range. There is no filter on token usage. --- Working With the Page --- **Refreshing** The refresh icon next to the page title reloads whichever tab you are on. Both lists load more entries as you scroll, so there are no page numbers. **It Is Per Location** History is specific to the location you are viewing. Switch location and you see that location's history, not a combined view. **Tracking Your Usage From Here** The **Limits** page points you here for the detail behind your monthly usage, including AI tokens. If you want to know where a channel's allowance went, this is where you look. **How Far Back It Goes** There's no cut-off date and nothing is ever cleared out, so the history goes back as far as your account does. There is no export or download: you read it in the interface. -------------------------------------------------------------------------------- ARTICLE: Notifications -------------------------------------------------------------------------------- The **Notifications** page decides what the platform tells you about, and where, so you hear about new reviews and agent activity without having to log in and check. Like the other pages under **Location Settings**, it applies to the location you are currently viewing. --- Where Notifications Arrive --- **Up to Five Email Addresses** The first card, **Email Notifications**, asks you to "Choose the email addresses where you want to receive notifications, up to 5. Use + to add another one." Type an address on the first row, use **+** to add another row and **−** to take one away, then press **Save**; you get "Notification emails updated successfully". None of them has to be the address you log in with, and every notification you switch on goes to all of them — each person gets their own copy, so your colleagues don't see each other's addresses. **Browser Notifications on This Device** The second card, **Browser Notifications**, puts the same alerts on the computer or phone you are using: "Get a notification on this device the moment something happens. Notifications are per device: turn them on again on your phone if you want them there too." Switch on **Notifications on this device** and your browser asks for permission. Once it is on, **Send a test** sends you one straight away so you can check it actually appears. **It Is per Device, Not per Person** This is the part that surprises people. The subscription belongs to the browser you switched it on in, so turning notifications on at the desk does nothing for your phone — you have to open the page on the phone and turn them on there as well. If a device stops being subscribed, the platform tells you so ("This device is no longer subscribed. Turn notifications on again.") instead of quietly sending nothing. **The System Permission Is Where People Get Stuck** Flipping the switch is only half of it: your computer or phone has its own permission, and your browser only asks for it once. If you say no, or if notifications are blocked for the site, you see "Your browser blocked notifications. You can allow them again from the site settings." — and the browser will not ask again by itself, so you have to allow it from the site settings in the browser. If the test notification never shows up, check that your browser is allowed to show notifications in your computer or phone settings; that is almost always the cause. **When the Card Can't Offer the Switch** The card never disappears — it says why it can't be used. On a browser that cannot show notifications: "This browser cannot show notifications. Try opening this page in Chrome, Edge, Firefox or Safari, and make sure the address starts with https." On an iPhone or iPad in Safari: "On iPhone and iPad, notifications work only once this page is added to your Home Screen. Tap Share, then Add to Home Screen, open it from there and come back here." On an older iPhone or iPad: "On iPhone and iPad, notifications need iOS 16.4 or later. Update your device to turn them on." And if the account isn't set up for them yet, "Notifications are not available on this account yet." — in which case ask your support team. **One Channel Is Enough** Every notification switch stays grayed out until you have either saved at least one email address or turned on notifications on this device. One of the two is enough: if you only want them on your phone, you no longer have to leave an email address as well. Leave both empty and nothing can be switched on. **Changes Take Effect Immediately** Each notification switch saves as soon as you flip it — there is no separate save button for the switches themselves. The email addresses are the exception: they have their own **Save**. --- What You Can Be Notified About --- **The Order on the Page** The switches are listed from the most important to the most marginal: first what customers write, then the summaries, then what your AI agents do on your behalf, then the blog, then quiet spells and plan limits, and finally service warnings. Each one carries a line describing exactly what it does, so you can decide without guessing from the title. **Reviews and Feedback** - **New Review Notification** — "Get notified the moment a new Google review comes in, so you can stay on top of customer feedback in real time." - **Daily Reviews Notification** — a daily summary of your latest customer reviews - **New Private Feedback Notification** — sent when a customer writes to you privately instead of leaving a public review - **Monthly Sentiment Analysis** — "Receive a monthly analysis of your reviews: overall sentiment, what your customers appreciate, what needs attention, and what to do next." - **Video Testimonials Notification** — "Stay updated whenever a customer records a video testimonial, so you can share it while it is fresh." **Only Google Triggers the New Review Alert** **New Review Notification** fires on new **Google** reviews, and the description says so. Reviews that arrive from your other connected platforms during the regular sync do not set it off. If you collect on Facebook, Yelp or TripAdvisor as well, use **Daily Reviews Notification** — the daily summary counts every platform. **AI Agent Activity** - **Automated Review Reply** — sent when the agent replies to a customer review on your behalf - **Automated Social Sharing** — sent when the agent shares one of your best reviews on your connected social channels - **Article Publication Notification** — sent when a new article is published - **Article Generation Notification** — sent when a new article is planned **Quiet Spells and Plan Limits** - **No Reviews for 7 Days** — "Get notified when no new review or feedback has arrived for 7 days." - **No Reviews for 14 Days** — "Get notified when no new review or feedback has arrived for 14 days." - **Monthly Limit Almost Reached** — "Get notified when you have used 80% of one of your monthly limits." - **Monthly Limit Reached** — "Get notified when one of your monthly limits is used up." **Account Health** - **Google Connection Expired** — sent when your Google connection has expired or is no longer valid, so you can go and refresh it before Google features stop working **Why Some Switches Are Missing** The list adapts to your plan and to which agents you have. **Automated Review Reply** only appears if that agent is active, **Automated Social Sharing** needs both the agent and social sharing, the two article switches need the GEO Agent, and **Video Testimonials Notification** only appears if video testimonials are included. **They All Start Switched Off** Every notification is off until you turn it on, including the ones added recently. It is worth going through the list once after a release rather than assuming anything new is already on. --- What the Emails Actually Contain --- **The Daily Summary** It arrives once a day and lists your platforms by name with the number of new reviews that came in over the last 24 hours — one line each, for example "Google: 3" and "Yelp: 4" — with private feedback counted on its own line as "Private Feedback". Platform names and numbers read the same in every language. If nothing came in, no email is sent at all — you will not get an empty digest. **The Automated Reply Email** Headed "AI Auto Reply Sent", it shows the reviewer's name and the platform, the review text in full, and underneath it the reply that was posted for you. You see exactly what was said on your behalf. **The Automated Sharing Email** It tells you which channels the review was shared on, quotes the review, and then quotes the caption that went out with the post. **The Article Emails** These carry the article's title and description; the publication email also includes a link to read the published article. **The Monthly Sentiment Analysis** It's organized into a reputation overview, what customers appreciate, what needs attention, and suggested next steps. **The Quiet-Spell Emails** "No new reviews in the last 7 days" (or 14) tells you nothing has arrived and suggests sending a new review request to your customers. Private feedback counts as something arriving, so you won't be told you are silent on a week when customers were writing to you privately. What counts is when the review appeared here, not the date on the review site, so a review you only discovered today counts as today. A location younger than the threshold is skipped — there is nothing to report yet. The two switches are independent: with both on, a long silence brings you both emails on the days the two schedules coincide. **The Plan Limit Emails** "Monthly limit almost reached" and "Monthly limit reached" name the allowance and show the counter, written as **WhatsApp: 80 / 100**. They cover your monthly **SMS**, **Email**, **WhatsApp** and **AI Tokens** allowances, and the reached email reminds you that the limit resets at the beginning of next month. Each one is sent once, at the moment your usage crosses the threshold, not again with every message afterwards — and an allowance of zero, meaning that channel isn't part of your plan, never produces one. **Every Email Starts With Its Subject and Ends With a Login Button** The subject line is repeated in bold at the top of the message, so you can see what it is about after tapping it open on a phone. At the bottom, instead of a long web address, there is a **Login** button that takes you straight into the platform so you can act on what you just read. --- Mobile and Browser Push --- **Push as Well as Email** The same events also arrive as push notifications — for example "Your Daily Summary is Here!", "New Google Review Received!", "New Private Feedback Received!", "New Video Testimonial Received!", "Review Replied Automatically!", "No new reviews in the last 7 days" or "Google Connection Requires Attention" — on the mobile app and on any browser where you have switched on **Browser Notifications**. You do not choose email or push per notification: enabling a notification enables every channel you have available. **Who Gets Which** App push goes to every team member who has access to this location and is logged into the mobile app. Browser push goes to the specific devices that have been subscribed from this page. Email goes to the addresses saved on this page. **One Notification per Event** A new push for the same location and the same kind of event replaces the previous one rather than stacking up, so you don't find a pile of identical daily summaries waiting for you. --- Things Worth Knowing --- **The Settings Are Shared** These switches and these email addresses belong to the location, not to you personally. Anyone with access to the location sees and can change the same settings, and changing them changes what everyone gets. Browser notifications are the exception: those belong to the device they were switched on from. **Set Them Up per Location** Adding a new location does not copy your notification settings across. Switch to the new location and configure its notification emails and switches separately. -------------------------------------------------------------------------------- ARTICLE: Multi-Location Management -------------------------------------------------------------------------------- If your business has more than one location, all of them live under one account and one login. You switch between them from the app, and you manage each one's reviews, integrations and settings separately. --- Opening the Locations Page --- **Where It Is** Go to **Settings**, then **Locations** under **Business Settings**. Unlike the pages under **Location Settings**, this one is only visible to team members with the **Owner** role. **What You See** Each location gets a card showing its name, its address, its connected review sites with their average rating and total review count, and its connected channels and integrations. A location that has no Google connection yet shows **No address yet**, because the address comes from your Google Business Profile. --- Adding a Location --- **Starting the Process** The first item in the grid is a dashed **New Location** card. Click it and the **Add a New Location** dialog opens: "Enter the name of your new location and click "Confirm" to add it." **Only the Name Is Required** Type a name — for example "Second Location" — and click **Confirm**. There is no address field and nothing else to fill in. You get a "New location added successfully" confirmation and the new card appears in the list. **If You Have Run Out of Slots** The platform checks your plan's limit before opening the dialog. If you are already at the maximum, you get a **Maximum locations reached** dialog instead: "You've reached the maximum number of locations allowed by your subscription plan. To add a new location, open your billing portal and increase the quantity of locations in your subscription. Once updated, you'll be able to add more locations." A **Go to Billing** button takes you there. **On a Free Account** If your account has no paid subscription, the same dialog says "You've reached the maximum number of locations allowed by your plan. To add a new location, please contact us." and there is no button — contact your support team. --- Switching Between Locations --- **The Location Switcher** The switcher is in the app's navigation, not on the Locations page: it shows the current location's logo or name with a small left-right arrows badge. Click it and a panel opens with a **Search** field and the list of your locations, each with its name and address. Click a location and the whole app switches to it. **It Only Works With Two or More Locations** If your account has a single location, the switcher is not clickable — there is nothing to switch to. **One Location at a Time** You always view exactly one location. There is no way to select several locations at once or to see a combined view across all of them: dashboards, reviews, history, limits and notifications always show the location you are currently on. **Not the Same as Choosing a Business** If your login belongs to more than one separate business account, you will also see a **Select your Business** screen at login. That picks the account; the location switcher picks the location inside it. --- What Is Per Location and What Is Shared --- **Per Location** Everything under **Location Settings** belongs to the single location you are viewing: **Integrations**, **Limits**, **History** and **Notifications**. So do your review link, widgets, templates, contacts, campaigns, AI agent configuration, logo and cover image. **Shared Across the Account** Everything under **Business Settings** is account-wide: **Locations**, **Team**, **Automate**, **Billing** and **Account**. Your subscription, your payment method and your team are set once and apply everywhere. **Why This Matters** It means a change you make on the Notifications page or the Integrations page affects only the location you are on. If you want the same setup everywhere, you have to repeat it location by location. --- Setting Up a New Location --- **It Starts Completely Empty** A new location is created with no connections at all — no Google, no other review sites, no social accounts, no WhatsApp. Switch to it and work through **Settings** > **Integrations** again. **Review Sites** Connect the review sites that belong to this location specifically. A separate physical location has its own Google Business Profile and usually its own Yelp, Tripadvisor or Facebook page, so do not reuse the first location's links. **Text Channels** Email is available immediately and needs nothing. SMS, if it is part of your plan, is also ready to use. WhatsApp has to be connected for this location on its own. **Social Accounts** Connect the Facebook, Instagram or TikTok accounts for this location. Many multi-location businesses run a separate page per location to serve each local community. **Then Everything Works Independently** Once the integrations are in place, the location has its own reviews, its own analytics, its own automations and its own notification settings, all reachable from the same login. --- Removing a Location --- **Deleting Is Permanent** Each location card has a delete action. **Deleting a location is permanent and can't be undone.** The confirmation says it plainly: "By proceeding with this action, you will delete the location, permanently removing all associated data, including channel connections and integrations." Its reviews are deleted too. You have to tick "I confirm that I want to delete this location." to proceed. **It Does Not Reduce Your Bill** Deleting a location frees a slot in your account but does not change the quantity on your subscription. If you want to pay for fewer locations, lower the quantity in the billing portal as well (see the [Limits & Billing](/limits-billing) article). --- If You Have Too Many Locations --- **The Location Limit Reached Screen** If your account ends up with more locations than your plan allows — for example after the subscription quantity is reduced — you can't use the platform normally until you sort it out, and you'll see a **Location Limit Reached** screen: "Your current plan allows up to N locations, but you currently have M. Choose how you'd like to proceed:". **Your Two Options** **Reduce Locations** lets you delete locations one by one until you are back within the limit, with a confirm step on each. **Upgrade Plan** opens your billing portal so you can raise the number of locations instead. Once you're back within the limit, you can use the platform as usual again. -------------------------------------------------------------------------------- ARTICLE: Add Team Members -------------------------------------------------------------------------------- You can give colleagues their own login to the account, so everyone works under their own name instead of sharing a password. Each person gets a role that decides what they can see and, for Staff, which locations they can work on. --- Opening the Team Page --- **Where It Is** Go to **Settings**, then **Team** under **Business Settings**. Only team members with the **Owner** role can see and use this page. **What You See** Every existing member appears as a card with their name, their email, their role badge — **Owner** or **Staff** — and a **View Details** button that opens a **Details** panel listing the locations assigned to them. Your own card is marked with a **You** badge. A member added without a name shows **No name**. --- Adding a Member --- **Starting the Process** The first item in the grid is a dashed card with a plus sign. Click it and the **Add team member** panel opens: "Invite a new team member to collaborate on managing your business account." **Name and Email** Fill in **Full Name** and **Email**. Use an address the person actually reads: it is how they receive their invitation and how they sign in. **Get it right the first time:** the email address can't be changed afterwards — the edit form shows it grayed out with the note "Email address cannot be modified". **Role** Pick a **Role**. The info tooltip states it exactly: "Owner: Full access to all features, settings, and locations. Staff: Access limited to assigned locations; company settings excluded". The field defaults to **Owner**, so change it deliberately. **Language** Choose a **Language**. As the form explains, "The selected language will be used for notification emails sent to this user and for the application interface". The list is long — English, Spanish, French, Italian, German, Portuguese, Dutch, Polish, Arabic, Chinese, Japanese and many more. **Saving** Click **Save**. You get a "Team member added successfully" confirmation and the new card appears. --- Choosing the Right Role --- **What an Owner Can Do** An Owner sees everything: every location, plus the account-wide pages — **Locations**, **Team**, **Automate** and **Billing**. An Owner can add and remove team members and edit Staff members. New locations you create are automatically added to every Owner. **What Staff Can Do** Staff see only the locations you assign them. They keep full use of the day-to-day pages and of **Location Settings** — **Integrations**, **Limits**, **History**, **Notifications** — plus their own **Account** page, but the account-wide pages are hidden from them. They cannot see the team list or your billing. **Use Owner Sparingly** Give Owner only to people who genuinely need the whole account, and Staff to everyone else. Note that an existing Owner's details cannot be edited from this page at all, so it is not a role to hand out casually. --- Assigning Locations --- **Only Staff Get a Location List** The **Select locations** field appears only when the role is **Staff**. Owners always have every location, so there is nothing to choose. **Picking the Locations** Tick the locations this person should reach. There is a **Search locations by name** box if you have a lot of them. At least one location is required — if you try to save with none selected, you'll see "At least one location must be selected for Staff role". **Changing Access Later** You can reopen a Staff member's card and use **Edit team member** ("Update the details and permissions of your team member.") to change their name, role, language or assigned locations at any time. --- Sending the Invitation --- **The Welcome Email** The **Send welcome email** switch is on by default. As the form says, "An email will be sent to the new team member with instructions to set up their account". The email contains a link that signs them straight in. **That Link Is Short-Lived** The link in the welcome email expires 10 minutes after it is sent. If the person opens the email later, it won't work — see **Copying the Invite Link Yourself** below for the alternative. **Copying the Invite Link Yourself** You can turn the welcome email off and hand over the link privately instead, and it is also the fix for an expired welcome email. On the member's card, use **Copy Invite Link**; you get a "Login link copied to clipboard" confirmation and can send it by message however you like. This link stays valid for 30 days. **There Is No Resend Button** There's no way to resend the welcome email. If the invitation has expired, copy the invite link from the card and send that instead. **Setting a Password** New members start without a password: they sign in through the link, and the platform then asks them to set one. From that point they can log in normally, and they can use the usual password-reset flow if they forget it. --- Removing a Member --- **Deleting a Member** The delete action on a card opens **Delete Team Member**: "Are you sure you want to delete this team member? This action cannot be undone." Tick "I confirm that I want to delete this team member." and confirm. **What You Cannot Delete** You cannot delete yourself, and you cannot delete the only Owner on the account — there always has to be one. --- Things Worth Knowing --- **Members Do Not Count Against Your Plan** There is no limit on how many team members you add, and they do not consume any part of your plan's limit. Only locations are counted. **Notification Emails Do Not Follow the Team** Notifications are not sent to each member individually. Each location has a single notification address configured on its own **Notifications** page, and that's where its emails go (see the [Notifications](/notifications) article). Mobile push notifications, on the other hand, reach every member who has access to that location and is logged into the mobile app. -------------------------------------------------------------------------------- ARTICLE: Limits & Billing -------------------------------------------------------------------------------- Two separate pages cover this: **Limits**, which shows how much of your monthly allowance you've used, and **Billing**, where you compare plans and open the billing portal to manage your subscription. Checking both helps you avoid surprises, like running out of messages mid-month. --- Reading the Limits Page --- **Where It Is** Go to **Settings**, then **Limits** under **Location Settings**. The page is titled **Monthly Limits**, and it shows the allowance of the location you are currently viewing. **The Cards You See** **Email** is always there. **SMS** appears if SMS is part of your plan, **WhatsApp** if WhatsApp is, and **AI Tokens** if you have at least one AI agent. If a card is missing, that resource is not included in your plan. **What Each Card Shows** The big number at the top is what you have left — **SMS left**, **Email left**, **WhatsApp left** or **AI Tokens left**. Below it, a **Monthly Usage** row with a percentage and a progress bar, and then two boxes: **Sent** (or **Used**, on the AI Tokens card) and **Provided**. So if the card reads 68 left, 32 sent and 100 provided, you have used 32% of that month's allowance. **If You Send Through Your Own Twilio Account** Review request SMS sent through your own Twilio account do not touch your **SMS** allowance at all: Twilio bills you for them directly, so they are neither counted nor charged here. Your own email server works the other way around — the emails are still review requests sent by the platform, so they count against your **Email** allowance exactly as before. Both connections are set up under **Settings** > **Integrations** > **Text Channels** (see the [Integrations](/integrations) article). **When They Reset** The tooltip on every card says it: "This value resets every month on the 1st." It is the calendar month, not your billing date. Unused allowance does not carry over — on the 1st you start again from the full amount your plan provides. **During a Free Trial** While you are in a free trial, the allowances shown can be the trial allowances rather than the plan's full monthly figures. Expect them to change when the trial ends and the subscription becomes active. **You Cannot Buy Extra Credits** There is no way to top up a channel or buy extra AI tokens for the month. The only way to raise an allowance is to move to a plan that provides more. **When You Hit a Limit** Once an allowance is used up, the action can't go through and you'll see "You've reached your messaging limit for this month". That message is worded around messaging even when the exhausted allowance is AI tokens. Actions your AI agents run on their own are not shown this message: they are recorded in the agent's Feed as failed with **Insufficient AI tokens**. **Seeing Where It Went** The **Track Your Usage** strip at the top of the page points you at the detail: "Want to see how your limits are being used? Visit the History section for a detailed breakdown of your usage, including AI Tokens." The **Go to History** button takes you straight there, where every message and every AI action is listed individually. --- Reading the Billing Page --- **Where It Is** Go to **Settings**, then **Billing** under **Business Settings**. It is visible only to team members with the **Owner** role, and only when billing is included in your plan — if you do not see it, contact your support team about your subscription. **The Plan Cards** The page lists the plans available to you, with your current one first. Each card shows the plan name, its price per interval, a free-trial note when the plan offers one, and four headline figures: **Monthly SMS**, **Monthly Email**, **Monthly WhatsApp** and **Monthly AI Tokens**. **More Information** Each card has a **More Information** button that opens a breakdown of the plan in five sections: **Limits** ("View the monthly usage limits included in this plan, such as messages, emails, WhatsApp, and AI tokens."), **Reputation**, **Visibility**, **Engagement** and **Extra Features**. This is the right place to compare what you would actually gain by moving up. **Active Plan and Select Plan** Your current plan's button reads **Active Plan** and is disabled. Other plans show **Select Plan**, which opens a short dialog listing the available prices — per location, monthly or yearly. If you already have a paid subscription, choosing one sends you to your billing portal to complete the change; otherwise it opens the secure payment page. On an account without a paid subscription, some plans show a disabled **Contact us to switch** button instead: ask your support team. **What Is Not on This Page** Your renewal date, your payment method, your invoices, your number of locations and the cancel option are not here. They all live in the billing portal. --- Managing Your Subscription in the Billing Portal --- **Opening It** If you have a paid subscription, the Billing page shows an **Open Billing Portal** button ("Manage your subscription."). It opens the secure billing portal in a new tab, where your payment method, your invoices and your subscription itself are handled. **The FAQ Button** Before you go, the **FAQ** button on the Billing page opens **How billing works**, which walks through each portal task step by step: subscribing to a plan, changing your payment method, canceling, switching plans, adding a location, updating your billing information and downloading invoices. If you are unsure which button to press in the portal, read that first. **Changing Your Payment Method** In the portal, go to the **Payment method** section, click **Add payment method**, add the new one and click **Add**. Then go back to that section and delete the old method you no longer want charged. **Switching Plan** Click **Update subscription**, choose the new plan with **Select**, adjust the number of locations if you need to, click **Continue**, review the cost — it's prorated, meaning you only pay the difference for the time left in your current billing period — and then **Subscribe and pay**. The change applies straight away, not at the end of the period. **Adding Locations to Your Subscription** Same route: **Update subscription**, increase the number of locations, **Continue**, review the prorated cost, **Subscribe and pay**. The number of locations you can create in the platform is exactly the quantity on your subscription, so you have to raise it here before the **New Location** card will let you add one. **Updating Your Billing Information** Your billing information is what appears on your invoices. In the portal, open **Billing information**, click **Update information**, enter the new details and click **Save**. **Downloading Invoices** Open **Invoice history**, click the payment you want, then **Download invoice**. Every processed payment is there, which is what you need for your accounting. --- Discount Codes --- **When the Option Appears** If your plan allows discount codes and no discount is currently applied to your subscription, the **Open Billing Portal** button turns into a dropdown that also offers **Apply Coupon**. If you do not see it, either your plan does not allow codes or a discount is already active on your subscription. **Applying a Code** The **Apply Coupon** panel says: "Enter your coupon code below to apply it to your account. If the coupon is valid, the corresponding discount will be applied to your next billing cycle." Type the code in **Coupon Code** and click **Save**. You get "Coupon applied successfully", or "The coupon code entered is invalid or has expired." if it is not accepted. **One at a Time** Once a discount is on your subscription the option disappears, so you cannot stack codes. --- Canceling --- **It Is Done in the Portal** There is no cancel button inside the platform. Open the billing portal, click **Cancel subscription** and confirm by clicking **Cancel subscription** again. **When It Takes Effect** Canceling doesn't cut you off immediately: "Your subscription will stay active until the end of the current billing period, and you won't be charged again after that." You keep using everything you have paid for until that date. **There Is No Pause** The portal does not offer a way to pause a subscription. The choice is to keep it, change plan, or cancel it. --- When Payment Fails or the Trial Ends --- **Your Account Is Deactivated Straight Away** **Important:** if a payment fails — an expired card, insufficient funds — or a free trial ends with no valid payment method, your account is deactivated right away and you can't use the platform. There's no grace period in which things keep working. **What You See** Every page is replaced by **Update Your Subscription**: "Your account has been deactivated because your free trial has ended or the payment for your subscription has failed. Please access the billing portal and add or update your payment method to reactivate your subscription. Your account will be reactivated immediately." An **Open Billing Portal** button is the only thing that still works. **Free Accounts See Something Different** An account with no paid subscription sees the same title but a different message: "Your account has been deactivated because your free trial has ended or the payment for your subscription has failed. Please contact us." There is no button — get in touch with your support team. **Getting Back In** Add or fix the payment method in the portal and your account is reactivated. A failed charge is also retried automatically for a limited time, but don't rely on that: fixing the payment method is what gets your account working again. **During a Free Trial** While a trial is running, a banner may appear across the top of the app with a link for subscribing early. You do not have to wait for the trial to end: open the billing portal, click **Add payment method**, add one and click **Update**. You are billed when the trial ends and the subscription becomes active.