How to View and Reply to Google Reviews in Conversations
Find Google Review conversations, check whether a review already has a reply and use the available reply controls.
After connecting Google Business Reviews, your team can find reviews in Conversations → Inbox. Start with connecting Google Business Reviews if the integration is not ready.
Find a Google review
- Open Conversations → Inbox and click Filter by channel or line.
- Select Google Review. Clear the other channels if you want to view only reviews, then click Apply.
- Open the intended review and read its text and any existing business reply. Confirm the thread shows Google Review.
Reply when the composer is available
- Check that the review has not already been answered and that the message field is enabled.
- Write a concise reply on behalf of your business. Review it carefully: a Google review reply is public. Do not include phone numbers, account details or private customer information.
- Click Send once and check the reply in the conversation. If a failure or restriction appears, review it before retrying.
“You already replied to this review”
For an already-answered review, the portal displays You already replied to this review and disables the composer. Review the existing response; do not try to send another reply from that disabled composer. To change an existing response, use the controls available in Google Business Profile or ask the person who manages that profile.
If a review is missing
- Clear the Inbox search and return to All; Unread can hide a review you already opened.
- Check the Google Review filter and the connected business/location. Available conversations depend on the integration and your access.
- Use Reset Default to restore the default channel selection. It applies immediately and closes the filter menu.
To ask a customer for a new review, use Review & social requests. For daily follow-up tools, see organizing Inbox.
Need help?
Contact Zonitel Support.