Work with Google Reviews

Open Your Review Inbox

Open Google Reviews in the portal. You need Data access or an including role at a Location with a connected listing. Google review management is required to write replies, save drafts, or mark reviews handled. A Location manager needs that role separately.

Use Workspace to choose a Location or All your locations, then Google listing to narrow the view. Only authorized, linked listings appear. See Connect Google Accounts and Listings if a listing is missing.

Choose an Inbox View

View	What it shows
Needs attention	Reviews that need a reply, changed customer reviews, unpublished replies, or submissions whose outcome needs checking.
All reviews	Reviews in the current scope, including handled and replied conversations.
My drafts	Your own saved private drafts. Available when you can manage Google reviews.

Combine the view with Search conversations…, a star rating, and a reply-state filter: Unanswered, With a reply, Awaiting Google, or Not published. Show all reviews clears the current view filters when offered.

Search and filters apply to reviews searched so far. An empty result is not proof that Google has no matching review.

Load and Search Older Reviews

Choose the Location/listing and filters you need.
Let the initial results load. Additional pages may load automatically within a bounded search.
Select Search older reviews when available. Results appear as they arrive.
Select Stop searching older reviews to stop that search, or continue until the displayed coverage is sufficient.

If an account fails or a search pauses, the inbox can show partial results from the listings it reached. Read the notice before treating the results as complete. Refresh Google reviews starts a fresh view; it does not publish or retry replies.

Read a Conversation

Select a review to see its rating, text, timestamps, business reply, and any available attachments. A rating-only review says This customer left a rating without a written review. Anonymous reviewers and unavailable images can still have valid reviews.

Use Next review to continue and Inbox to return to the list. The reload icon checks the current Google review while keeping your draft. View on Google or Reply on Google opens the Google destination when available; actions there are governed by your Google account’s access.

For composing, publishing, and recovery, see Write and Manage Replies.

Understand Needs Attention

Reason	Next step
Needs a reply	Read the review, then reply or choose No reply needed.
Customer updated review	Read the new content and check whether your reply still fits.
Reply not published	Inspect the notice and saved submission before editing and explicitly resubmitting.
Check submission	Check Google’s current reply before acknowledging the uncertain operation.

Attention is based on observed state. FSRevs may need a fresh check to see a change; it does not reconstruct every historical edit.

Mark Work Handled

With Google review management, choose No reply needed for an unanswered review you have reviewed, or Mark change reviewed for a changed review with a reply. Undo handled makes it available for follow-up again.

Handled status is shared workflow state inside FSRevs. It does not post a reply, remove a review, or change anything on Google. A newly observed customer change can reopen handled work. Uncertain submissions and rejected replies need their respective recovery steps instead of being dismissed as handled.

Read-only Access and Saved Work

A read-only notice explains why the composer is unavailable. Ask a System owner or Administrator for Google review management at the relevant Location; opening a notification link does not grant access.

Drafts belong to their author, not the whole team. Earlier reviews with saved work may appear under More saved drafts or Earlier reviews to revisit. FSRevs checks current access when opening them. If the saved view expires or access changes, use Reload review; do not assume an older cached view is still current.

If saving fails when navigating, the page asks you to keep editing or discard changes. Follow draft recovery before leaving.