Reply to reviews
Find the reviews that need a reply, write it and post it to Google.
Why replying matters
Customers read your replies as much as the reviews. A short, personal thank-you to good reviews and a calm, helpful answer to bad ones builds trust, and Google favours businesses that respond.
Find reviews that need a reply
- Open Reviews.
- Choose the Needs reply chip. Use Low ratings (1–2★) to start with the ones that matter most.
- For more options choose Filters: location, rating, reviews with or without text, reply status, dates and more. Then Apply filters.
Write and post a reply
- Choose Reply under the review.
- Type your reply, or use Use a template… to insert a saved reply, or Suggest with AI to get a draft.
- Read it once more, then choose Post reply. It appears publicly on Google within a moment.
Use the customer’s first name, mention something specific from their review, and keep it short. For a bad review, apologise, don’t argue, and offer a way to talk privately.
Change a reply
Choose Edit reply on a review you already answered, make your change and post it again.
Good to know
- Replies can be up to 4,096 characters, but two or three sentences is ideal.
- If reply approval is on, replies from Responders wait for a manager first. See Approve replies.
- “Reply now” links in alert emails open the review straight away.
- Some reviews are star ratings with no text. They can still be replied to, and a short thank-you is enough.
Ready to try it?
Opens the right page in RepOcean. You may be asked to sign in first.
Open reviews needing a reply