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Reputation Management Settings

Reputation Management Settings control how review requests, widgets, AI responses, spam detection, QR codes, and privacy behaviors work across your account.

Updated over 2 months ago

Who This Is For / When to Use

  • Businesses collecting reviews via SMS, email, WhatsApp, or QR codes

  • Teams managing review widgets and review display rules

  • Accounts using AI-generated review responses

  • HIPAA-compliant locations requiring enhanced reviewer privacy

What Reputation Management Settings Control

Reputation Management Settings centralize all configuration related to:

  • Review request delivery and scheduling

  • Review links and platform distribution

  • Review widgets and display rules

  • AI-generated review responses

  • Spam review detection

  • QR-based review collection

  • Privacy controls for sensitive locations
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Each setting operates independently and can be adjusted at any time.

How to Access Reputation Management Settings

  1. Open Reputation from the main side menu.
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  2. Select Settings from the top navigation.
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All review-related configuration options are managed from this area.

Reviews AI

Reviews AI provides AI-generated suggestions for responding to customer reviews.
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Capabilities:

  • Create multiple AI personalities

  • Customize tone, style, and response behavior

  • Generate reply suggestions for individual reviews

  • Review and edit responses before publishing

This helps maintain consistent, timely engagement without manual effort.

Review Links and Review Balancing

Review Balancing

Review Balancing distributes review requests across multiple platforms.

When enabled:

  • Requests are spread across connected platforms

  • Helps build a balanced and credible review profile

  • Reduces over-reliance on a single platform
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Review Link Setup

Review links determine where customers are sent to leave feedback.

Behavior:

  • Google and Facebook links auto-populate when integrated

  • Custom review links can be created if platforms are not connected

  • Platform-specific links can override default behavior

If Google or Facebook is not visible, complete integration first.

Review Link Generation

You can select:

  • The destination page

  • The review platform
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This simplifies directing customers to preferred review sources.

Email and SMS Review Requests

Email and SMS review requests are configured directly inside Reputation Management.
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​Available options:

  • Preview and edit SMS and email templates

  • Use smart fields like {{contact.first_name}}

  • Search contacts by phone number or email

  • Send requests immediately or on a schedule
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Review Request Behavior

Choose how review requests are sent when triggered:

  • Send once immediately

  • Follow a custom recurring schedule

Recurring Review Requests

Recurring requests allow follow-up reminders if no review is submitted.

Controls include:

  • Maximum retry count
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  • Different templates per follow-up
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  • Brand-aligned customization per message
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Recurring requests must be saved and activated to take effect.

Pause or Stop Review Requests Per Contact

You can pause or resume recurring SMS or email review requests for individual contacts at any time.

This prevents over-messaging and supports compliance.
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WhatsApp Review Requests

WhatsApp review requests allow direct outreach through WhatsApp Business.

Set Up WhatsApp

  1. Authenticate your WhatsApp Business number under Settings > WhatsApp.

Create WhatsApp Review Templates

  1. Go to Reputation > Settings > Review Request WhatsApp.
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  2. Customize your message template.
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  3. Submit it to Meta for approval (typically 1–2 minutes).

Send WhatsApp Review Requests

Requests can be sent:

  • Individually
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  • In bulk (CSV upload)
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  • Automatically via workflows

Reviews QR Codes

Reviews QR simplifies in-person review collection.


Create QR Codes

  • Click Create QR Code
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  • Customize branding

  • Download the QR code

Use and Track QR Codes

  • Place on printed materials (posters, receipts, business cards)

  • Track scan metrics to measure performance

Smart Spam Detection

Smart Spam Detection automatically flags suspected spam reviews.
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Enable Spam Detection

Enable this setting in Reputation > Settings > Spam Reviews.


Manage Flagged Reviews

  • Review flagged content

  • Mark reviews as Not Spam when needed

  • Maintain full control over published reviews
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Spam detection does not delete reviews.

Review Widget Customization

The review widget controls how reviews are displayed publicly.
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Edit the Review Widget

  1. Go to Reputation > Widgets.

  2. Adjust design, layout, and behavior settings.
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For step-by-step instructions, refer to How to Create and Customize Your Review Widget.

Review Filtering and Display Rules

Filter Reviews by Page

You can control which reviews appear on specific pages.

This allows targeted review placement based on relevance.
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Minimum Rating Display

Set a minimum star rating requirement for reviews shown in the widget.

This helps highlight higher-rated feedback while maintaining control.
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Privacy for HIPAA-Compliant Locations

For HIPAA-compliant locations:

  • Reviewer initials are displayed instead of full names

  • Helps protect sensitive personal information

Ensure the location is correctly marked as HIPAA-compliant.


Legal Considerations

Review display laws vary by region.

You are responsible for ensuring:

  • Review usage complies with local regulations

  • Display prevents misleading or selective representation

Consult legal counsel if required.

FAQ

How does Smart Spam Detection work?

Smart Spam Detection automatically flags potential spam reviews. You can review flagged items and mark them as Not Spam if needed.

Can I customize the review widget?

Yes. Go to Reputation > Widgets to customize appearance and behavior.

How do QR codes help collect reviews?

QR codes allow customers to leave reviews by scanning a code. You can customize the code and track scan activity.

What is review balancing?

Review balancing distributes review requests across multiple platforms to build a more balanced online reputation.

How do I send review requests through WhatsApp?

Authenticate your WhatsApp Business number, create an approved template, then send requests individually, in bulk, or through workflows.

Can I control which reviews appear in the widget?

Yes. You can filter reviews by page and set a minimum rating requirement.

What privacy protections exist for HIPAA-compliant locations?

Reviewer initials are shown instead of full names to protect sensitive information.

How do I control when review requests are sent?

You can send requests immediately or follow a custom schedule from the Review Request Behavior settings.


What is Reviews AI?

Reviews AI generates response suggestions based on defined personalities and tone. You can review, edit, and publish replies with one click.

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