> ## Documentation Index
> Fetch the complete documentation index at: https://docs.servicebooked.ca/llms.txt
> Use this file to discover all available pages before exploring further.

# Reviews & Reputation overview

> Ask every customer for a Google review automatically, and reply to the ones you get.

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.

<Note>
  Reviews & Reputation is included on the **[Pro plan](/getting-started/choosing-a-plan)**. On Starter and Growth the Reputation area is hidden — [upgrade](/billing/upgrading-and-downgrading) to turn it on.
</Note>

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

## 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](/reputation/the-funnel)** (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](/reputation/the-funnel) for all three modes and the policy details.)

## 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.

## 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 →](/reputation/google-business-profile))
2. **Turn on automatic review requests** — fires after each completed job. ([Sending requests →](/reputation/sending-review-requests))
3. **Choose your funnel mode, channel, and timing** — e.g. SMS within 1 day, email within 3.

## 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

## 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.

## 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.

## Next

<CardGroup cols={2}>
  <Card title="Send your first review request" icon="send" href="/reputation/sending-review-requests">
    Set up automatic + manual sends.
  </Card>

  <Card title="Connect Google Business Profile" icon="link" href="/reputation/google-business-profile">
    Get your Google review URL configured.
  </Card>

  <Card title="The review funnel" icon="git-branch" href="/reputation/the-funnel">
    The three funnel modes and which to choose.
  </Card>

  <Card title="Read & reply to reviews" icon="messages-square" href="/reputation/reviews-management">
    Incoming reviews, AI summary, AI-drafted replies.
  </Card>

  <Card title="Embed a reviews widget" icon="layout-grid" href="/reputation/reviews-widget">
    Show your Google reviews on your own website.
  </Card>
</CardGroup>