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The reviews inbox

How every review from Google, Facebook, Trustpilot and your other sites lands in one inbox, how to find the ones that need you, and how to work through them with the keyboard.

How-to guide2 min read

Reviews collects every review for every location in one list, whichever site it was left on. A review left on Google for Northwilds Bergen this morning sits next to a Trustpilot review of the online shop and a Facebook recommendation for Tromsø.

Views

The tabs at the top are the views most teams work from, with how many reviews each holds:

  • Needs reply: reviews without a published reply that aren't marked done. This is where most days start.
  • Low ratings: one and two stars, and Facebook reviews that don't recommend you.
  • Waiting for approval: replies written by an Editor that wait for an Admin. See Replying to reviews.
  • Assigned to me: reviews someone gave you, until they are done.
  • All: everything, newest first.

Filters and search

Narrow any view by location, location group, site, rating, sentiment, topic, status, whether it has a reply, and a date range. Search looks in the review, its title, the reviewer's name and your reply. Select Clear to remove the filters.

Working through reviews

Select a review to open it on the right. You see:

  • the stars, the reviewer, the site and when they wrote it, with a link to the review on the site;
  • rating changes, such as "Changed from 2 to 5 stars after your reply", and earlier versions of the text when the reviewer edited it;
  • topics and sentiment, such as Staff and service or Price and value, and flags for reviews that mention legal action, an injury or discrimination;
  • who it is assigned to, its follow-up, your team's notes and the reply box.

Opening a review moves it from New to Open. Select Mark done when nothing more is needed, even without a reply, such as a five-star rating with no text. Reopen brings it back.

To act on many at once, tick them in the list and choose Done, Reopen or Assign.

Keyboard shortcuts

Press ? in the inbox to see them all.

J and K
Does
Next and previous review
R
Does
Write a reply
A
Does
Assign to me
E
Does
Mark done and move on
U
Does
Back to open
/
Does
Search
⌘ Enter or Ctrl Enter
Does
Send the reply, or approve it

Who can do what

Everyone with access to Presence Orbit can read reviews. Editors and Admins reply, assign, add notes and mark reviews done. Viewers see the replies but can't write them.

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Read next

Replying to reviewsHow to write and publish a reply, use templates and AI drafts, what the check before publishing looks for, how approvals work for low ratings, and what happens when a site refuses a reply.Follow-upsHow follow-ups give every unhappy customer an owner and a due time, when they open by themselves, and how to work one through to resolved.AI drafts and topicsHow to add your own AI key, what AI does in Presence Orbit, what it never writes, how topics and flags work with and without AI, and the rules for approvals and follow-ups.Review sitesConnect Google Business Profile, Facebook, Trustpilot and Tripadvisor, bring their places in as locations, and see how up to date each one is.