Managing and Moderating Reviews

Review and manage customer feedback before it appears on your website.

Where to Find This

Navigate to Services → Customer Reviews tab.

Viewing Your Reviews

1. Go to Customer Reviews

In Services, click on the Customer Reviews tab.

2. See Your Reviews

Reviews are organized into sections:

Section	What It Contains
Pending Approval	Reviews waiting for your decision
Approved Reviews	Published reviews on your website
Google Reviews	Reviews from Google Business Profile

Understanding Review Badges

Reviews display badges indicating their source:

Badge	Meaning
🟢 Verified	Submitted via your SMS review link
🔵 Google	Synced from Google Business Profile
No badge	Submitted via public form

Verified reviews are more trustworthy because you know who the customer is.

Moderating Pending Reviews

For each pending review, you can:

Approve

Click Approve to publish the review on your website.

Good reasons to approve:

• Genuine customer feedback
• Fair and honest assessment
• Even negative reviews (shows authenticity)

Reject

Click Reject to keep the review hidden.

Good reasons to reject:

• Spam or fake reviews
• Inappropriate language
• Not from a real customer
• Mistaken identity (wrong business)

Replying to Reviews

Engage with customers by responding to their reviews:

1. Find the Review

Go to your Approved Reviews section.

2. Click Add Reply

Click the Add Reply button on the review.

3. Write Your Response

Keep it professional and helpful:

For positive reviews:

"Thank you so much for your kind words, Sarah! We loved working with you and look forward to seeing you again."

For negative reviews:

"We're sorry to hear about your experience, John. Please contact us directly so we can make this right."

4. Submit

Your reply appears under the review on your website as "Response from owner".

Tips for Managing Reviews

• Respond to all reviews: Engagement shows you care about customer feedback.
• Be professional with negative reviews: Never argue - take the conversation offline if needed.
• Thank positive reviewers: A simple thank you goes a long way.
• Act quickly: Don't leave reviews sitting in pending for too long.

Google Reviews

Reviews from Google Business Profile appear in a separate section. You can:

• View the review and rating
• Reply (syncs back to Google)
• Note: You cannot approve/reject these reviews as they are managed on Google.

Troubleshooting

• Review not appearing on website? Make sure it's in the "Approved" section, not "Pending".
• Can't reply to a review? Replies are only available for approved reviews.
• Accidentally rejected a review? Contact support to recover it if needed.