Google Reviews Integration

After the initial sync, your Reviews page will show Google reviews with:

• Reviewer name and photo from their Google profile
• Star rating (1-5 stars)
• Review text in the original language
• Review date
• Location name (which business location the review is for)
• Read/Unread status to track which reviews you've seen
• Reply status showing whether you've responded
• AI-suggested reply generated automatically for new reviews

Reviews are filtered by platform. Google is the default view, and you can switch to see reviews from other connected platforms.

Open Reviews from the sidebar. The default view shows Google reviews sorted by most recent. Unread reviews are visually distinguished so you can spot new ones immediately.

Check the review count badges and any notification indicators to see if new reviews arrived since your last visit.

Not all reviews need the same level of attention. Prioritize your response queue:

Respond immediately (within 24 hours):

• 1-star and 2-star reviews (negative experiences need fast acknowledgment)
• Reviews mentioning specific employee names or service failures
• Reviews from customers you recognize as high-value accounts

Respond within 48 hours:

• 3-star reviews (mixed experiences worth addressing)
• Reviews with detailed constructive feedback

Respond when time allows:

• 4-star and 5-star reviews (positive, still worth thanking)
• Short reviews without specific feedback ("Great service!")

For each review, demeterrr provides an AI-generated suggested reply. You can:

1. Use the suggestion as-is if it fits the situation
2. Edit the suggestion to add personal touches or specific details
3. Write a custom reply from scratch
4. Select a response template from your template library

When you submit a reply, it's stored in demeterrr. For Google reviews, the reply is associated with the review record so your team can see the response history.

After reviewing and responding (or deciding no response is needed), the review's read status updates. This keeps your unread queue clean and lets team members see which reviews have been handled.

Negative Google reviews require a thoughtful approach because they're public and visible to potential customers.

1. Acknowledge the experience - Show you've read and understood their complaint
2. Apologize sincerely - Even if you disagree, validate their feelings
3. Take it offline - Offer to continue the conversation via phone or email
4. Be specific - Reference their actual concern, not generic platitudes
5. Keep it brief - Long defensive replies look worse than short empathetic ones

Good example:

Avoid:

• Arguing with the reviewer
• Sharing private customer details in a public reply
• Generic copy-paste responses to all negative reviews
• Blaming the customer

If the reviewer is also a survey respondent who gave a detractor score, a callback may already exist in your Callbacks queue. Check the Callbacks page to avoid duplicate outreach. Coordinating your Google review reply with your direct callback creates a more coherent customer recovery experience.

Synced Google reviews feed into several reporting areas:

• Reviews Report: Aggregate metrics including average rating, volume trends, and response rates
• GBP Metrics: Google-specific data in the Reports section
• Dashboard Cards: The Google Reviews card on the dashboard shows your current rating and recent review activity

Monitor these metrics weekly to catch trends early. A sudden drop in average rating or spike in negative reviews may indicate a service issue that needs attention.

If you have multiple business locations connected, each review is tagged with its location. This lets you:

• Filter by location to see reviews for a specific branch
• Compare performance across locations in Reports
• Assign location-specific team members to handle reviews for their branch
• Identify location-specific issues when one branch consistently receives lower ratings

Reviews sync automatically every 4 hours. If you need to check the sync status:

1. Go to Settings > Integrations
2. Check the Google card for connection status and last sync time
3. If the connection shows as disconnected, re-authorize to resume syncing

Between sync cycles, any reviews posted on Google won't appear in demeterrr until the next sync runs. This is normal behavior, not an error.

Google's algorithm favors businesses that actively engage with reviewers. Responding to positive reviews encourages more customers to leave feedback, while addressing negative reviews shows potential customers you care about service quality.

The AI-generated replies are tuned to your brand voice and the review context. They save time but work best when you personalize them with specific details about the customer's experience.

Aim for a 100% response rate on Google reviews. Your response rate is visible in Reports and is a key indicator of your team's reputation management effectiveness.

When a Google reviewer is also a contact in your demeterrr database, you can see their complete feedback history, including survey responses, CSAT scores, and callback status. This gives you full context when crafting your review reply.

For the initial setup and OAuth connection process, see Google Business Profile Integration.

To learn about sync settings and frequency, see Syncing Reviews.

For all review filtering options, see Review Filters.