Monitor and manage your online reviews and reputation across platforms.
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Monitor and manage your online reviews and reputation across platforms.
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Help us make the guides more useful.
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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.
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.
Reputation pulls reviews from the platform you connect:
Connect your Google Business Profile in Settings → Integrations. Once connected, reviews are synced automatically and appear in your reputation dashboard. Reviews that were already on Google when you connect a location are imported quietly, without starting review workflows or sending review notifications; only reviews posted after that do.
The review list displays all reviews across your connected sources in one place. Each review shows:
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.
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. If it cannot be posted, for example because Google Business Profile is not connected with review access or no location is selected, the reply is still saved in the CRM and the review shows Failed to Post with the reason.
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.
Proactively ask satisfied clients to leave a review. You can send review requests via:
The email includes a direct link to leave a review on the selected platform, reducing friction for the client.
The same flow works for SMS. Select contacts with phone numbers, choose the platform, and send a short message with the review link.
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.
Review-request links do not have to go straight to the review platform. With Smart Gate enabled, the link in a review request opens a star-rating page first:
Either way, the rating (and any feedback text) is recorded on the review request, so the request history shows what happened after the click.
The private feedback form still offers a link to leave a public review, so an unhappy customer is never prevented from reviewing you publicly - the gate routes, it does not block.
Smart Gate is configured in the Reputation settings:
When someone submits private feedback, a notification goes to the teammate you pick in settings, or to an admin if you have not picked one, so negative feedback gets seen rather than sitting in a list.
Add up to five review destination URLs - one per business location, or one per review platform. With two or more filled in, a customer who picks a high rating sees a button list and chooses where to leave their review; with one, they are sent straight there. You can pick a connected Google Business Profile location to fill in a destination's label and review link automatically, or paste any review URL by hand. If no destination is configured, a happy customer simply sees a thank-you instead of being redirected.
Smart Gate also works as an embeddable card on your own website, so you can collect ratings and feedback from site visitors, not just from review requests. Click Copy embed code in the Reputation settings and paste the snippet into your site. The embedded card resizes itself to fit the page, and because there is no review-request link involved, submissions from it arrive without being tied to a specific contact.
You can connect more than one Google Business Profile location, and each one syncs and tracks its own reviews:
The reputation analytics section tracks your review performance over time:
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.
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.
Visualize your review history over time with charts showing:
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.
| 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 |
| Smart Gate | Happy customers routed to your public review page, unhappy ones to a private feedback form; embeddable on your own site |
| Locations | Multiple Google Business Profile locations, each with its own reviews, filter, and review link |
| Automation | Trigger review requests from workflows |
| Analytics | Average rating, volume, rating distribution, response rate, and trends over time |