> ## 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.
# Reading & replying to reviews
> See every Google review in one place, get an AI summary of what customers keep saying, and reply with an AI-drafted response.
Once your [Google Business Profile is connected](/reputation/google-business-profile), ServiceBooked pulls your incoming Google reviews back into the dashboard so you can read them, spot patterns, and reply — without bouncing between tabs.
This lives under **Reputation**, split across two tabs:
* **Reviews** — every review, an average-rating summary, and an AI summary of recurring themes.
* **AI drafts** — AI-written reply suggestions for reviews that need a response.
Reading reviews back from Google requires the Google Business Profile connection. Without it, the Reputation feature still sends [review requests](/reputation/sending-review-requests) and runs the funnel — you just won't see the resulting public reviews inside ServiceBooked.
## Notifications
You get a bell notification for **every new Google review** as it syncs in — negative ones (1–3★) are flagged "needs attention" so you can respond quickly. When AI drafting is on manual approval, you're also notified the moment a **draft is waiting** in the AI drafts inbox.
## Reviews tab
**Reputation → Reviews** shows your most recent Google reviews (up to the latest \~100), each with:
* Reviewer name and photo
* Star rating, color-coded for quick scanning (green = 4–5★, amber = 3★, red = 1–2★)
* The review text
* Any reply you've already posted
Filter by star rating or search the text to find a specific review. A sidebar shows your **average rating**, **total review count**, and a **star-distribution chart** (how many 5s, 4s, 3s, and so on).
This view is read-only — it reflects what's live on Google. To reply, use **AI drafts** (below).
## AI summary
Reading 80 reviews one by one to figure out "what do people actually love / complain about?" is a chore. The **AI summary** does it for you.
On the Reviews tab, click **Generate AI summary**. ServiceBooked reads across your reviews and returns:
* A 2–3 sentence **overview** of overall sentiment
* 4–6 **recurring themes** as short phrases ("friendly staff", "quick turnaround", "parking was tricky")
* The number of reviews analyzed and when it was generated
The summary is **cached** — once generated, it stays put so the page loads instantly. Hit **Refresh** to regenerate after you've collected more reviews.
A few notes:
* You need at least **3 reviews with written text** to generate a summary (a pile of star-only ratings has nothing to summarize).
* Generating and refreshing the summary is **admin/owner only**.
* Use the themes to drive real changes — if "hard to reach by phone" keeps surfacing, that's your cue.
## AI drafts — replying to reviews
**Reputation → AI drafts** is your reply queue. For reviews that warrant a response, ServiceBooked drafts a reply in your business voice so you're not staring at a blank box.
Each draft gives you:
* The original review (rating + text) for context
* A **primary** suggested reply plus two **alternatives** to pick from
* The ability to edit any draft before it goes out
Pick the variant you like, tweak it if needed, and **publish** — the reply posts back to Google. Publishing is **admin/owner only**.
Drafts adapt to the review: a glowing 5★ gets a warm thank-you; a critical review gets a measured, professional response that acknowledges the issue without getting defensive. Always read before publishing — a reply is public and permanent.
### Auto-posting replies
If you'd rather not approve every reply by hand, **Reputation → Settings → Auto-post AI replies** offers three modes:
* **Manual approval** (default) — every draft waits in the queue for you.
* **Auto-post 4–5★** — positive reviews get their reply published automatically; 1–3★ reviews are held for you.
* **Auto-post all** — everything publishes automatically, including replies to negative reviews.
Auto-posted replies **hold before going live** — 10 minutes by default, adjustable (or 0 for immediate) via the **Wait before posting** field next to the auto-post setting. During that window the draft sits in your AI drafts queue marked as approved — edit or dismiss it there and the auto-post is cancelled. After the hold, the reply publishes to Google.
## Next
Required for reviews to flow back into ServiceBooked.
The more requests you send, the richer the summary and the higher your count.