> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stchat.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Reputation: Google reviews

> See your Google reviews, reply with help from the Copilot, ask customers for reviews and set up the after-service campaign.

## What it is for

**Reputation** gathers the reviews of your Google profile in a single inbox. You see the rating, find out which reviews have no reply yet, reply publicly and ask customers for new reviews through WhatsApp.

## Who can use it

* **Owner, Admin and Supervisor** publish the reply on Google and edit and activate the **After service** campaign.
* **Operator** writes the reply and uses **Send for review**. The screen says: "Only Owner, Admin or Supervisor publish on Google."
* Only the Owner or an Admin changes the bad review alert.

It appears if the agency enabled the Reputation module for the organization. Without it, the screen shows "Module not enabled for this organization".

## Where to click

In the menu, open **Reputation**. There are two tabs: **Reviews** and **After service**. The **Ask for a review** button is at the top.

## Step by step

**1. Check the Google profile**

Reputation uses one Google profile per organization. If "No Google profile in this organization" appears, the agency has not assigned the profile yet. If there is more than one, click **Choose the profile**. See [Google Business Profile](https://docs.stchat.app/en/subcontas/google-meu-negocio.md).

**2. See the numbers**

At the top are **Google rating**, **Reviews**, **Unanswered**, **New reviews** and **Requests sent**. The filters help: **All**, **Unanswered**, **Draft**, **In review**, **Published** and **Reply now**.

**3. Choose a review and write the reply**

Click the review. Under **Public reply**, write the text or click **Generate suggestion**: the Copilot suggests, but a person always reviews. Use **Use suggestion** and edit before sending.

**4. Save, send for review or publish**

Use **Save draft**, **Send for review** or **Publish on Google**. When publishing, confirm in "Publish reply on Google?". The reply becomes public, under the business name. Afterward, you can **Edit** or **Delete on Google**.

**5. For a low rating, use internal recovery**

Under **Internal recovery** (not published), click **Create follow-up task** or **Send recovery message**. The review stays public.

**6. Ask for new reviews**

Click **Ask for a review**, choose **Who to ask**, **Through which inbox** and the message, and click **Send request**. Outside the 24 hours, only the approved template is sent.

### After-service campaign

On the **After service** tab, the invitation goes out after the conversation is resolved. Set **When to send**, **Who gets the invitation** and **Follow-up without nagging** (at most 1 reminder). Choose the **Sending inbox**, the approved **Message template** and the **Google review link**. Use **Send me a test**, then **Activate campaign**. There are also **Pause campaign**, **Resume campaign** and **End**.

## What happens next

* The published reply appears on your Google profile and the review moves to **Published**.
* The campaign shows the results of the last few days: **Delivered**, **Clicks** and **New reviews**.
* Dates and times appear in your browser's time zone.
* The system can alert you when a bad review arrives. Adjust it in **Reputation settings** (**Alert from**).

## Common errors

* **"Reviews unavailable."** Google has not yet enabled access to the reviews of that profile.
* **"This review already has a reply on Google that was not published by the system."** Nothing was overwritten.
* **"Couldn't publish. The reply is still a draft."** Try again.
* **"This contact already got a request in the last 30 days."** Avoid asking again.
* **"The Google review link is missing."** Connect Google in Channels or paste the link.
* **"Template rejected by Meta."** The campaign pauses; choose another approved template.
* **"Automatic sending is not on yet."** The campaign keeps the setup, but does not send invitations for now.

## Next step

* [Google Business Profile](https://docs.stchat.app/en/subcontas/google-meu-negocio.md)
* [Channels screen](https://docs.stchat.app/en/subcontas/tela-de-canais.md)
* [Official WhatsApp](https://docs.stchat.app/en/subcontas/whatsapp-oficial.md)
* [Service reports](https://docs.stchat.app/en/subcontas/relatorios.md)


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