Reputation
Monitor and manage your online reviews and reputation across platforms.
The Reputation module helps you monitor online reviews, respond to feedback, and proactively request new reviews from your clients. Staying on top of your reputation means you can address issues quickly and build social proof over time.
Overview
The reputation dashboard gives you a consolidated view of your reviews across all connected platforms. At the top you see your average rating, total review count, and recent trends. Below that, the review list shows individual reviews with their source, rating, content, and response status.
Review Sources
Reputation pulls reviews from the platform you connect:
- Google Business Profile - Reviews from Google Search and Maps
Connect your Google Business Profile in Settings → Integrations. Once connected, reviews are synced automatically and appear in your reputation dashboard.
Review List
The review list displays all reviews across your connected sources in one place. Each review shows:
- Star rating
- Reviewer name
- Review text
- Date posted
- Source platform
- Whether you have responded
Filter the list by source, star rating, date range, or response status to focus on the reviews that need your attention. Unresponded negative reviews are easy to spot so you can prioritize them.
Responding to Reviews
Click a review to open its detail view. From there, you can compose and publish a response directly through the platform. For Google reviews, your response is posted to your Google Business Profile.
Responding to reviews - especially negative ones - shows potential clients that you are engaged and care about the customer experience. A prompt, professional response can turn a negative review into a positive impression.
Review Requests
Proactively ask satisfied clients to leave a review. You can send review requests via:
Email Requests
- Go to the Review Requests section
- Select one or more contacts
- Choose which platform you want reviews on (e.g., Google)
- Customize the message if needed
- Click Send
The email includes a direct link to leave a review on the selected platform, reducing friction for the client.
SMS Requests
The same flow works for SMS. Select contacts with phone numbers, choose the platform, and send a short message with the review link.
Automation
You can also send review requests through Workflows. For example, trigger a review request automatically when an opportunity is marked as Won, or a set number of days after an appointment is completed.
Analytics
The reputation analytics section tracks your review performance over time:
Average Rating
Your overall average rating across all connected sources, along with a breakdown by platform. Track whether your average is trending up or down over the selected period.
Review Volume
The number of new reviews received per period - daily, weekly, or monthly. A healthy review volume shows that you are consistently generating feedback from clients.
Trends
Visualize your review history over time with charts showing:
- Rating distribution (how many 5-star, 4-star, 3-star, etc.)
- Review volume by month
- Response rate - the percentage of reviews you have replied to
- Average rating trend over time
Use these trends to spot patterns. A sudden drop in average rating might signal a service issue that needs attention. A rise in volume after sending review requests confirms that your outreach is working.
Summary
| Feature | Detail |
|---|---|
| Sources | Google Business Profile |
| Review list | All reviews in one place, filterable by source, rating, date, and response status |
| Responding | Compose and publish responses directly to Google Business Profile |
| Review requests | Send via email or SMS with a direct link to the review platform |
| Automation | Trigger review requests from workflows |
| Analytics | Average rating, volume, rating distribution, response rate, and trends over time |