Introduction

Automated Google review collection and optional private feedback capture.

Overview

Reputation offers three review flows. Reach sets up the flows available to your businesses, and each business chooses one during Reputation setup:

• Private feedback, then a Google review (recommended): Every customer rates the business privately, then is offered a Google review. A high score goes straight to Google; a lower score is asked what went wrong first, with the Google link underneath.
• Google review only: Customers go straight to the business’s Google page to leave a review.
• Private feedback only: Customers rate the business privately and can add a comment. There is no Google review ask.

Some existing businesses still use a legacy flow that sends a separate Google review request only to customers who gave a high score. It isn’t offered for new setups. See Planning Reputation Automations.

How It Works

With Private Direct Feedback

1. Send Feedback Request

   Send private feedback request via email/SMS to collect ratings and comments.

2. Follow-up

   Optionally send reminder if no response received.

3. Offer a Google Review

   Offer every customer who submits feedback a Google review. A high score goes straight to Google; a lower score sees the Google link under a follow-up question.

4. Public Review Follow-up Reminder

   Optionally send reminder for Google review request if no review left after initial request.

5. Manage Review Responses

   Generate and send replies to customer reviews.

Key Details: - Feedback requests sent to all customers, including those with existing Google reviews - Manual Google review linking available to prevent duplicate Google review requests

Without Direct Feedback

1. Request Public Reviews

   Send Google review requests.

2. Public Review Follow-up Reminder

   Send reminder if no response received.
3. Manage Review Responses

   Generate and send replies to customer reviews.

Key Details: - Duplicate prevention ensures customers never asked twice

• Manual Google review linking available to prevent future Google review requests

User Onboarding

1. Connect Google Business Profile

   Connect Google Business Profile account for review monitoring and direct review links.

2. Map Business Locations

   Link business locations to Google Business Profile locations.

3. Configure Channels

   Set up email/SMS for automated communications.

4. Customize Branding & Preview (Optional)

   Add logo, colors, and brand name. Preview all communication requests (feedback requests, follow-ups, review requests).

5. Activate

   Enable the system to begin sending communications.

Integration

1. Embed the Reach UI

   Use IFrame with feature: 'reputation'. See Embeddable UI and Initializing the SDK.

2. Sync Location Data

   Share business location information for Google Business Profile mapping. See Data Sharing.

3. Sync Customer Data

   Share customer identifiers and transaction data for automated communications. See Data Sharing.

Configuration mode (with or without private direct feedback) is set at the partner level. Contact the Reach team to configure this.