Reputation
Reviews across platforms, review requests, auto-replies and print assets.
Reputation pulls your reviews from every platform into one place, lets you reply to them, asks happy customers for new ones, and gives you the print assets to ask in person.
Reputation is Growth and above.
In this guide
- Getting to the page
- The headline rating
- Connections
- Reviews
- Review page
- Print assets
- Auto-replies
- Ask for reviews
- Insights
- Reviews from calls
- Troubleshooting
1. Getting to the page
Click Reputation in the Marketing section, at /client/reputation. It sits under Marketing rather than CRM because it is about acquiring attention — asking customers to vouch for you publicly.
Seven tabs: Connections · Reviews · Review page · Print assets · Auto-replies · Ask for reviews · Insights.
2. The headline rating
Your overall rating across every connected platform, weighted by each platform's own review count, using each platform's own reported rating.
It is not an average of the reviews we have stored. TripAdvisor and Yelp cap what they hand back — 5 and 3 reviews respectively, out of what can be hundreds — so an average of stored rows would visibly contradict the number the platform itself displays. Only connections that have reported both a rating and a count contribute; one mid-first-sync is excluded rather than counted as a zero.
3. Connections
Connect the platforms your reviews live on. Each connection shows its platform rating, its review count, when it last synced, and any problem.
Sync now pulls immediately rather than waiting for the schedule.
4. Reviews
The review inbox: every review pulled in, newest first, with the platform, the reviewer, the rating and the text. Anonymous reviewers show as Anonymous.
From a review you can reply — replies post back to the platform where the connection supports it — and mark it handled.
5. Review page
Your own hosted review page: the link you send when you ask someone to review you. The editor sets the heading, the copy, your branding, and which platforms to offer.
The page routes a happy customer to whichever platform you most want reviews on, rather than making them guess.
6. Print assets
Generate printable assets carrying your review page — table cards, counter stands, receipt inserts, QR posters. The studio produces print-ready files.
This is the offline half of the same job: the customer who would leave a five-star review if asked, and never will if they aren't.
7. Auto-replies
Reply automatically, with rules by rating: thank five-star reviews in your voice, and escalate anything under three to a person rather than answering with a template.
Auto-replies are configurable per platform and can be left off entirely.
8. Ask for reviews
Request campaigns: pick who to ask, when, and through which channel. Requests can be triggered by an event — a completed booking, a paid invoice, a positive call.
The Call Actions Ask for a review action does the same thing from a call, a couple of hours afterwards. Put a sentiment guard on it so you only ask after good calls.
9. Insights
Trends over time: rating movement, volume by platform, what reviewers mention most, and where sentiment is shifting.
10. Reviews from calls
Because calls are analysed for sentiment, a genuinely happy caller is identifiable at the moment they are happy. That is the whole reason the review request is a Call Action rather than only a scheduled campaign.
11. Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| The page shows an upgrade screen | Reputation needs Growth or above | See Plans & Subscriptions |
| The headline rating doesn't match a platform | It is weighted across every connection | Open Connections for the per-platform figures |
| Only a handful of reviews from one platform | That platform caps what its API returns | The rating and count are still the platform's own |
| A connection stopped syncing | The authorisation expired | Reconnect it |
| Replies aren't posting | That platform does not support reply-back | Reply on the platform directly |
| Review requests aren't going out | No verified sending domain, or no request campaign is active | Settings → Email, then Ask for reviews |
Related guides
- Call Actions — asking for a review after a good call
- Guest Relations — feedback that came in by phone
- Campaigns — the sending infrastructure requests use