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 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 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 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 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 article for details.