Help

Responding to Reviews

When customers leave reviews on Google, Facebook, or Yelp, responding quickly shows you value their feedback. This guide walks you through finding and responding to reviews in Reveo.

Where to Find Reviews

Reviews Tab

Tap Reviews in the bottom navigation bar. You’ll see all reviews across your connected platforms in one list.

Each review card shows:

Customer name and star rating
Review text (preview)
Source — Google, Facebook, or Yelp badge
Time since the review was posted
Response status — whether you’ve replied yet

Filtering Reviews

Use the filter tabs at the top of the Reviews screen:

All — every review
Unanswered — reviews that still need a response
Negative — reviews with 1-2 stars that need attention

Use the search bar to find a specific review by customer name or keywords.

From Your Home Screen

Urgent and important reviews also appear in your action queue on the Home screen. Tap any review action card to go directly to the review detail.

How to Respond to a Review

Step 1: Open the Review

Tap any review card to open the detail view. You’ll see:

The full review text
Star rating
Source platform
Customer information

Step 2: Write Your Response

You have two options:

Write manually: - Tap the response text field at the bottom

Type your response
The character count updates as you type

Use AI Draft: - Tap Generate AI Draft to get a professional response written for you

Edit the draft to add your personal touch
See Using AI Draft for the full guide

Step 3: Post Your Response

Review your response text
Tap Post Response
Your response is posted directly to the review platform (Google, Facebook, or Yelp)
You’ll see a confirmation, then return to the reviews list

Best Practices by Rating

5-Star Reviews

Thank the customer and reinforce what went well:

Mention their name
Reference the specific service if possible
Keep it brief — 2-3 sentences is plenty
Invite them back

3-4 Star Reviews

Acknowledge the positive and address any concerns:

Thank them for the feedback
If they mentioned an issue, acknowledge it
Offer to make it right if appropriate
Keep the tone positive

1-2 Star Reviews

These need the most care. Respond quickly and professionally:

Apologize for their experience
Don’t be defensive or argue
Take the conversation offline — offer a phone number or email
Show you’re committed to fixing the issue
Keep it short and professional

Negative reviews that get a thoughtful response often lead to the customer updating their rating.

Response Tips

Respond within 24 hours — speed matters, especially for negative reviews. Reviews in your action queue are prioritized by urgency.
Personalize every response — use the customer’s name and reference specifics from their review. Generic responses feel dismissive.
Keep it professional — even if the review is unfair. Future customers will read your response.
Don’t copy-paste — vary your responses. Identical replies across multiple reviews look automated and insincere.
Use AI Draft as a starting point — it generates a solid foundation, but always add your own touch before posting.

Who Can Respond

Troubleshooting

“Post Response” button is disabled - Make sure you’ve written at least a few characters in the response field

Check your internet connection

Response posted but not showing on Google/Facebook - Responses can take a few minutes to appear on the platform

If it’s been more than 30 minutes, check the review platform directly

Can’t see any reviews - Make sure your Google or Facebook account is connected (see Connecting Google and Facebook )

Reviews sync every few minutes — pull down to refresh

Next Steps

Using AI Draft → — let AI help you write faster, better responses
Managing Your Inbox → — handle messages alongside reviews
Understanding Your Dashboard → — track your response rate and review trends

Last updated: June 2026 · Reveo Help

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