Reviews & Reputation overview

The Reputation feature helps you build your public reputation in two ways:

1. Asks every customer for a Google review automatically after each completed job, so you steadily grow your star count.
2. Lets you reply to the reviews you receive — with AI-drafted responses you approve and post.

The Reputation area is organized into tabs: Overview, Requests, Reviews (your incoming Google reviews + an AI summary), AI drafts (AI-written replies to those reviews), Widgets (an embeddable reviews block for your website), and QR code poster (a printable “scan to review” poster running the same funnel).

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How the funnel works

When a job wraps (deal moves to Completed, appointment marked done, or you trigger manually), we send a review request:

1. The customer gets an SMS or email asking how the job went, with a star-rating widget.
2. They tap a star. What happens next depends on your funnel mode (set in Reputation → Settings):
   • All → public review (default) — every rating goes straight to your Google review page.
   • Feedback first — happy customers (4–5★) go to Google; unhappy ones (1–3★) leave private feedback first, then are still offered the public link.

Sending everyone to Google is the Google-policy-safe default. (Google prohibits “review gating” — steering only happy customers to public reviews — so we don’t do that by default. See The review funnel for all three modes and the policy details.)

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Why this works

Most owners only ask for reviews from customers who explicitly say “we loved you.” The rest never get asked. Result: you have 4 reviews on Google when you should have 40. Automating the request to every completed customer fixes that — you ask everyone, consistently, right after the job. If you also want a private heads-up when someone’s unhappy, Feedback first captures that without blocking their public review.

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Set up

Three things to configure:

1. Set your Google review URL — connect your Google Business Profile, or paste the link in Reputation → Settings. (GBP setup →)
2. Turn on automatic review requests — fires after each completed job. (Sending requests →)
3. Choose your funnel mode, channel, and timing — e.g. SMS within 1 day, email within 3.

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Tracking

The Reputation dashboard shows:

• Requests sent in a given period
• Star ratings breakdown (how many 5s, 4s, 3s, etc.)
• Reviews captured (taps that clicked through to Google)
• Private feedback received (in Feedback-first mode, 1–3★ that left written feedback)
• Conversion rate — % of requests that resulted in a public review

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Limits

• Don’t send the same customer two review requests within 90 days. We dedupe automatically.
• For the AI Receptionist to know when to fire, you need a clear definition of “completed.” Most orgs use the deal moving to Completed stage as the trigger.

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Negative-feedback handling

In Feedback first mode, when a customer leaves negative feedback (1–3★ + a written explanation), it shows up:

• In your inbox as a conversation
• As an interaction on the customer’s contact record
• In the Notifications bell for owners + admins

Read it, decide how to respond (refund, redo the work, apology call), and follow up fast — within 24 hours is the difference between a recovered customer and a lost one.

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