The review inbox

The review inbox

The review inbox is where you work every Google review for every client and location in one place. No tab-hopping between Google Business Profiles, no copy-paste between accounts. Open the inbox, filter to what needs attention, draft a reply with AI, and publish back to Google.

If you haven’t connected a profile yet, start with Getting started and Connect Google. New reviews flow into the inbox automatically once a location is connected. Sign in to follow along, or start a free trial first (about 3 minutes to set up).

Filtering reviews

By default the inbox shows every review across every client you manage, newest first. Use the filters to narrow the list:

1. Client / location — focus on a single client or one location.
2. Star rating — 1 to 5 stars. Filter to 1-3 stars to clear negative reviews first.
3. Status — unreplied, replied, or all. “Unreplied” is the fastest way to see your real workload.
4. Sentiment — positive, neutral, or negative (see below).
5. Date range — this week, this month, or a custom window.

Filters stack, so “Client X + 1-3 stars + unreplied” gives you exactly the reviews that need a careful response today. Sort by newest or by rating.

Reading sentiment

Every review is tagged with a sentiment signal, so you can triage by tone rather than reading every word. Negative sentiment (typically your 1-3 star reviews) is what you want to handle first, because it’s also what triggers negative-review alerts to your email, Telegram, or WhatsApp. Sort the inbox by sentiment to batch similar reviews and keep your tone consistent across a client’s responses.

Replying with AI drafts

ReputeMap writes a first-draft reply for you so you’re never staring at a blank box:

1. Open a review and click Generate draft.
2. ReputeMap reads the review and produces a reply that matches its tone — warm thanks for praise, a calm acknowledgement and path forward for complaints.
3. Edit the draft. Always review and adjust it before publishing — add the client’s voice, a name, or a specific detail. The AI gives you a strong starting point, not a final answer.

A good human edit on top of an AI draft is what makes responses feel genuine, so treat the draft as a time-saver, not autopilot.

Publishing to Google

When the reply reads the way you want, click Publish to Google. ReputeMap posts it to the connected Google Business Profile and marks the review as replied in the inbox.

If publishing ever fails (an expired connection, a Google-side hiccup), your drafted text is never lost — it stays saved on the review so you can fix the connection and publish again, or copy it into Google manually. You never have to rewrite a reply.

Auto-reply to new reviews

On paid plans, the Auto-reply to new reviews switch at the top of the inbox lets ReputeMap answer new reviews for you, 4–5★ reviews by default. It is off until an owner or admin switches it on; everyone else sees it read-only. On the free trial, pressing it offers to start your plan first, and it never turns itself on.

• Which reviews. Only reviews written on Google after you switch it on, never older ones. By default only 4–5★ reviews (4–5★ only (recommended)); choose All ratings to include 1–3★ reviews too. With the default, 1–3★ reviews keep their alert with a drafted reply that waits for someone to publish it.
• What it posts. The same AI draft the inbox would make, in the client’s default tone and in the language the review was written in (how the language is chosen).
• When it holds back. If someone is already drafting a reply to that review, theirs wins. If the AI is unavailable, nothing is posted and the review waits in the inbox. If Google refuses the reply, the text stays on the review for you to publish later, like any failed publish.
• How you see it. Every reply it posted is marked Replied automatically in the inbox.
• Switching it off. Turn it off at any time. It also switches itself off if your subscription lapses, and switching it back on never answers the reviews that arrived in between.

One switch covers the whole workspace: every client and location in it.

Reply templates

For the responses you write again and again — booking confirmations, thanks for five stars, an apology framework for service issues — save them as reply templates:

1. Open Templates and create one with a clear name.
2. While replying, insert a template as your starting point, then personalize it.
3. Combine a template with an AI draft to move even faster on routine reviews.

Templates keep tone on-brand across a whole team and shorten the path from “new review” to “published reply.”

A daily workflow

1. Filter to unreplied, 1-3 stars and handle negatives first.
2. Generate an AI draft, edit it, publish to Google.
3. Switch to unreplied, 4-5 stars and clear the positives with a template plus a quick AI draft, or, on a paid plan, switch on Auto-reply so new 4–5★ reviews are answered for you.
4. Check reply coverage on your multi-location dashboard to confirm nothing slipped.

Next: turn happy customers into new reviews with Requesting reviews, or show clients the results with White-label reports.

ReputeMap is not affiliated with or endorsed by Google.