Reviews Inbox

Four metric cards appear at the top of the page:

These metrics update as you work through your queue. The Unanswered count is the most actionable - it tells you how many reviews are waiting for a response.

Below the metrics, reviews are displayed in a scrollable list sorted by most recent. Each review card shows:

• Reviewer name and profile image
• Star rating (visual stars)
• Review text (full or truncated with expand option)
• Platform (Google, or other connected platforms)
• Location (which business location the review is for)
• Date posted
• Read/Unread indicator
• Reply status (whether you've responded)
• Your existing reply (if one exists)

The inbox supports multiple filter dimensions to help you focus:

Switch between platforms to see reviews from a specific source. Google is the default view. This is useful when you want to focus on one platform's reviews at a time.

Filter to see only reviews with specific star ratings. Common workflows:

• 1-2 stars: Focus on negative reviews that need urgent attention
• 3 stars: Mixed reviews worth addressing
• 4-5 stars: Positive reviews to thank customers

Toggle between all reviews, unread only, or read only. The unread filter is your daily starting point to see what's new.

Filter to unanswered reviews to find ones that still need a response. This is the most important filter for maintaining a high response rate.

If you have multiple business locations, filter to see reviews for a specific location. This is especially useful for location managers who only need to handle their own branch's reviews.

When new reviews are synced, demeterrr automatically generates a suggested reply using AI. The suggestion considers:

• The star rating (tone adjusts for positive vs. negative)
• The review text content (references specific points made by the reviewer)
• Your brand voice

You can use the suggestion as-is, edit it to add personal touches, or write your own reply from scratch.

1. Click on a review to expand it
2. View the AI suggestion (if available)
3. Edit the suggestion or type your own reply
4. Click Send/Save

If you need to change a reply after sending it:

• Edit: Click the edit option on the reply to modify the text
• Delete: Remove a reply entirely if it was sent in error

If you've set up response templates (Settings > Response Templates), you can select a template as a starting point for your reply. Templates are organized by category (Positive, Negative, Neutral, Follow-up) to help you quickly find the right tone.

Mark reviews as read after you've seen them, whether or not you reply. This keeps your unread count accurate and prevents team members from re-triaging reviews that have already been evaluated.

The read status is personal to your account - marking a review as read doesn't affect what other team members see. However, it's still useful for team coordination when combined with the reply status (which is shared).

For most businesses, this workflow handles reviews efficiently:

1. Start with unread reviews. Filter to unread to see what's new since yesterday.
2. Prioritize negative reviews. Sort or filter by low ratings. Respond to 1-2 star reviews first - these have the most impact on your reputation and are most time-sensitive.
3. Clear the unanswered queue. Switch to the unanswered filter and work through remaining reviews. Use AI suggestions and templates to speed up positive review responses.
4. Mark everything as read. After your review session, ensure all processed reviews are marked as read so tomorrow's session starts clean.

For businesses with high review volume (10+ per day), consider splitting the workload between team members by location or by assigning morning and afternoon shifts.

The inbox aggregates reviews from all connected platforms. Currently, Google is the primary platform with full sync support. The platform indicator on each review helps you track the source.

When replying to reviews from different platforms, keep in mind that response expectations may vary. Google review responses are public and visible to all potential customers. Adjust your tone and level of detail accordingly.

Speed matters for online reviews. Customers who leave negative reviews and receive a fast response are more likely to update their rating. Aim for same-day responses to negative reviews and within 48 hours for all others.

Even when using AI suggestions or templates, add a personal touch that references the specific experience the reviewer described. Generic "Thank you for your feedback" responses are better than nothing, but personalized responses build more trust.

If multiple team members handle reviews, establish response guidelines:

• Voice: Professional but warm? Casual and friendly?
• Length: How detailed should responses be?
• Escalation: When should a negative review be escalated to management?

Consistency across responses reinforces your brand identity.

Track the Unanswered metric. A 100% response rate signals to potential customers that your business actively engages with feedback. Even a simple "Thank you!" on a 5-star review counts.

For syncing settings and troubleshooting, see Syncing Reviews.

For detailed reply techniques, see Replying to Reviews.

For all filtering options, see Review Filters.

For supported review platforms, see Platform Support.