Review Monitoring

Review Monitoring is your centralized hub for tracking, managing, and responding to customer reviews across dozens of platforms. Instead of logging into Google, Facebook, Yelp, TripAdvisor, and other sites individually, you pull every review into a single dashboard. The system alerts you when new reviews arrive, provides AI-powered response suggestions, and delivers sentiment analytics so you always know where your reputation stands.

What Review Monitoring Does

The monitoring system provides a unified dashboard for reputation management across 50+ platforms:

Reviews dashboard: Filter by source (specific platform or all combined), rating (isolate 1-star or 5-star reviews), or date (newest first). Search by keyword or reviewer name. Respond to Google Reviews and Facebook Reviews directly from the platform. Each review card shows reviewer name, star rating, review text, platform source, date posted, and response status.

Supported platforms: General business (Google, Facebook, Yelp, BBB, TrustPilot, Yellow Pages), Healthcare (Healthgrades, Vitals, RateMDs, WebMD, ZocDoc), Legal (Avvo, Lawyers.com, FindLaw), Real Estate (Zillow), Automotive (CarGurus, Cars.com, DealerRater), Home Services (HomeAdvisor, Houzz, Thumbtack, Angie’s List), Travel (TripAdvisor, Booking.com, Agoda, Hotels.com, Expedia, AirBNB, VRBO), Food (OpenTable, Zomato, DoorDash, UberEats), E-Commerce (Amazon, Etsy, AliExpress, eBay), Software (Capterra, TrustRadius, ProductHunt, G2), Weddings (WeddingWire, The Knot), Employment (Glassdoor, Indeed), and Apps (App Store, Google Play).

Response methods: Manual responses post directly to Google and Facebook. AI-Suggested Responses generate personalized drafts based on review content ($0.01 per response, first three regenerations free). Auto-Pilot Mode automates responses based on configured rules (star rating thresholds, wait times, custom footers, source selection). Use Auto-Pilot for 4 and 5-star reviews only. Negative reviews deserve personal, human responses.

Alerts and workflows: Email notifications for each new review, in-app alerts showing new review counts, and Workflow Builder triggers that automate actions like internal Slack notifications for 1-star reviews or contact tags for 5-star reviewers.

Key Configuration Options

Connect platforms: Navigate to Reputation > Settings > Integrations, enter your business listing URL for each platform (must point directly to your listing, not generic search results), and click Integrate. The system pulls existing reviews and monitors for new ones automatically.

Competitor Analysis: Track up to three competitors using real-time review data. Add your business and competitors under Reputation > Competitor Analysis, then view side-by-side Google star ratings, total review volume, rating by source, and review trends over time. All data refreshes automatically.

Reviews AI configuration: Enable Auto-Pilot Mode under Reputation > Settings > Reviews AI. Set response rules by star rating (auto-reply to 4 and 5-star only), define wait time before sending (makes replies feel natural), add custom footer to every response, and choose sources (Google, Facebook, or both).

Agency-level setup: Enable Reviews AI for all sub-accounts or specific clients. Re-bill clients by switching to SaaS Mode and configuring markup under Reviews AI Re-Sell Settings. White-label the dashboard so clients see your agency branding.

Review Analytics

The Overview dashboard provides sentiment tracking and performance metrics:

• Average rating over time: Track reputation trending up or down
• Review volume by month: Identify patterns in customer feedback timing
• Rating distribution: Percentage breakdown of 1 through 5-star reviews
• Platform breakdown: Which platforms generate the most reviews
• Response rate: Percentage of reviews with replies

Use these metrics to investigate spikes in negative reviews, identify underperforming platforms for focused Review Requests campaigns, and track team response time.

Closed-Loop Reputation Management

Review Monitoring integrates with Review Requests for complete reputation control:

1. Request: Send automated SMS and email campaigns asking satisfied customers for reviews
2. Monitor: Track incoming reviews across all platforms in real-time
3. Respond: Reply manually, with AI suggestions, or on auto-pilot
4. Analyze: Measure impact of review generation efforts with dashboard analytics
5. Adjust: Refine strategy based on data patterns

This closed-loop approach ensures proactive reputation management, not just passive review collection.

Pro Tips

• Respond within 24 hours to every review. Speed shows potential customers you value feedback, whether positive or negative.
• Never argue publicly. Acknowledge concerns, apologize when appropriate, and offer to take conversations offline.
• Use Auto-Pilot for positive reviews only. 4 and 5-star reviews safely receive automated thank-you responses. 3-star and below deserve personal attention.
• Integrate all relevant platforms, including niche industry sources. More sources mean a more complete reputation picture.
• Track your response rate and aim for 100%. Even simple thank-yous on 5-star reviews contribute to overall reputation.

Common Questions

How do I connect a new review platform?

Navigate to Reputation > Settings > Integrations, enter your business listing URL for the platform, and click Integrate. Reviews begin pulling in within a few minutes.

Can I respond to reviews from all platforms inside the dashboard?

Direct response posting works for Google and Facebook. For other platforms, the system pulls review data for monitoring, but you post responses on the source platform directly.

How much does Reviews AI cost?

$0.01 per AI-generated response. The first three regenerations per review are free. Additional regenerations cost $0.01 each.

What happens if I get a fake or spam review?

You cannot remove reviews through the platform. Flag them on the source platform (Google, Yelp, etc.) using their dispute process. Track flagged reviews in the monitoring dashboard.

Can I monitor reviews for multiple locations?

Yes. Each sub-account supports its own set of review platform integrations. For multi-location businesses, set up separate sub-accounts per location and configure integrations individually.

How often are reviews synced from connected platforms?

Reviews refresh automatically on a regular schedule. New reviews typically appear in your dashboard within a few hours of being posted on the source platform.

Can I trigger a workflow when a negative review comes in?

Yes. Use the Review Received trigger in Workflow Builder, filter by star rating, and set up actions like internal notifications, task creation, or contact tagging for reviews below your threshold.

How many competitors can I track?

Up to three competitors at a time using the Competitor Analysis tab. You can change selected competitors at any point.

Does the Review Widget display reviews from all connected platforms?

Yes. The Review Widget pulls from all connected sources and lets you filter by platform, minimum rating, and review count for targeted social proof displays.