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Reply to Google reviews

Reviews on your Google listing sync into Ohanvi. You can reply in public, change or delete a reply, and mark a review for follow-up with a private note. It takes about 5 minutes.

Before you start

  • Google Business is connected. See Connect social accounts.
  • You can see Social in the left rail. Reviews sync from Google in the background, so a new review may take a little while to show.

Collect more reviews without Google Business Profile

Replying needs Google Business Profile. Asking customers for reviews does not: the review page, QR code and flyer are in Google Reviews under More. See Get more Google reviews.

Steps

Open the reviews

  1. Open Social in the left rail, then select Home.
  2. Under NEEDS ATTENTION, find Google reviews and click Reply →. The reviews page opens.
  3. The top of the page shows how many reviews there are, for example 12 review(s).

Filter the reviews

  1. Open the rating list. It starts on All ratings.
  2. Pick 1 star, 2 stars, 3 stars, 4 stars or 5 stars.
  3. Switch on Unreplied only to see reviews you have not answered.
  4. Click the refresh icon to sync the latest.
  5. Use the arrows (Previous page and Next page) to move through the list. The line Page N of M shows where you are.

If the filters hide everything, the page says No reviews match these filters. Click Clear filters to see all reviews again.

If nothing has synced yet, it says No reviews synced yet. Click Go to dashboard, which opens Insights, and click Sync from Google in the page header. The button is off when Google is not connected.

Reply to a review

  1. On a review, click Reply. The Reply to … window opens. It shows the review text.
  2. Type your answer in Public reply.
  3. To start from saved text, pick one in Insert template.
  4. To get a suggested answer, click Suggest reply. Edit it before you send.
  5. Click Send Reply. The message Reply posted to Google appears.
  6. Read the line Posted publicly on Google. Everyone can see your reply.

If the box is empty, it says Reply text is required.

Suggest a reply with AI

Suggest reply writes a draft for you. It is never sent until you click Send Reply.

  • The draft is in the same language as the review, and thanks the reviewer by first name.
  • For a 1, 2 or 3 star review, it says sorry and offers to make it right. It does not admit fault, and it offers no discounts or freebies.
  • It is 2 to 4 sentences long. Read it, and change anything that is not right before you send.

Change a reply

  1. Under your reply, click Edit.
  2. Change the text.
  3. Click Update Reply.

Delete a reply

  1. Under your reply, click Delete. The Delete reply? window opens.
  2. Click Delete. The message Reply deleted appears.

This cannot be undone

Deleting removes your public reply from Google.

Mark a review for follow-up

  1. On a review, click the flag icon (Flag for follow-up).
  2. Click the person icon (Assign / note). The Assign / internal note window opens.
  3. In Assigned to, type the teammate's name.
  4. In Internal note, type a note. Nobody outside your team can see it, and it does not show on Google.
  5. Click Save.
  6. The review now shows Assigned: and Note: lines.

Troubleshooting

Issue Cause Fix
No reviews synced yet Google Business was just connected, or nothing has synced. Click Go to dashboard, run Sync from Google, then click the refresh icon.
No reviews match these filters The rating or Unreplied only hides them. Click Clear filters.
Reply text is required The reply box is empty. Type a reply, or click Suggest reply.
The reviews page is empty after reconnecting The Google connection has expired. Reconnect it. See Connect social accounts.