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What it’s for

To receive the reviews and questions from your Google Business Profile. They arrive in Chats as public chats and feed Reputation.

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Who can do it

Owner and Admin connect and choose the Reputation profile (“Only Owner and Admin switch the profile.”). Seeing the status: all roles. It appears if the agency has enabled the Google Business Profile module, which lives inside Reputation, for the organization. The agency must have linked a Google instance to the organization.

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Where to click

Settings › Channels: on the Google Business Profile row, use Connect (or Reconnect). After that, the reviews appear in Reputation.

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Step by step

1

Click Connect

You go to the Google sign-in. Sign in with the account that manages the Business Profile.
2

Choose the profile, if there is more than one

If the account has several profiles, “Which Google profile stays in this inbox?” appears. Choose the one this inbox serves.
3

Choose the Reputation profile

Only one profile per organization feeds Reputation. In the channel panel, click Use this profile. Switching changes the reviews inbox right away; replies already published stay on Google.

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What happens next

  • Reviews and questions arrive in Chats as public chats. The reply is visible to everyone on Google.
  • There is no reply window: a review can be answered at any time.
  • You can edit and delete the company’s reply. The customer’s review cannot be deleted.
  • There are no attachments or reactions.
  • The AI suggests the draft; publishing requires a person’s review.
In Reputation there are the Reviews and After service tabs, and the Ask for a review button.

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Common errors

  • “This Google account has no Business Profile.”
  • “The connection was canceled at the provider.”: the sign-in was closed before it finished.
  • “This profile is already used by another organization.” / “This Google location is already used by another organization.”
  • “This profile already sends reviews to another destination. Replace it to use it in Reputation.” (button Replace destination and save)
  • “This profile is disconnected. Ask the agency to reconnect it.”
  • “This instance has no Google profile chosen yet.”
  • “(profile name) has lost access on Google”: new reviews and questions don’t arrive until the agency renews access. The history stays in Chats and in Reputation.
  • “Reviews unavailable”: Google hasn’t yet granted access to the profile’s reviews.
  • “This channel’s module is off for the organization. Ask your agency to turn it on.”

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Next step