Reputation
Reputation brings your online reviews into one list. AI reads each review for feeling, topic and urgency, and drafts a reply. You approve the reply before it's posted.
Find it: Sidebar → Growth section → Reputation (marked beta) Who can use it: everyone can view. Owners and Admins can import reviews, run AI analysis, reply, add competitors and change settings.
The header shows your average rating, total reviews and how many are "awaiting reply".
The six tabs
| Tab | What it's for |
|---|---|
| Reviews | Every review, with filters, AI tags and drafted replies. Reply here. |
| Insights | Your rating, review volume, response rate and the sentiment split. |
| Action center | What needs a reply today, and recurring issues to fix this week. |
| Competitors | Up to 5 rival businesses, and how your Google rating compares. |
| Connections | Where reviews come from: Google, or a CSV import. |
| Settings | The reply voice, which replies need approval, alerts and escalation. |
Why it matters
| Problem | How Reputation helps |
|---|---|
| "Bad reviews sit unanswered for days." | Action center lists the oldest and most severe first. |
| "The same complaint keeps coming up." | What to fix this week groups reviews by recurring issue. |
| "Writing replies takes too long." | Each review gets a drafted reply in your tone. |
| "Are we better than the place next door?" | Competitors shows the rating gap. |
Examples: a clinic sees three reviews about waiting time and changes its booking slots. A restaurant replies to every 1★ review within a day. A hotel checks its rating gap against two nearby hotels every month.
Get started
- Open Connections and add your Google business, or import a CSV. See Connect review sources. You'll see: "Connected" with the number of reviews imported.
- Open Settings, pick a Tone preset and set Require approval for. Click Save changes. You'll see: the button changes to Saved.
- Open Reviews, tick some reviews and click Analyze. You'll see: sentiment, topics and severity tags on each review.
- Open a review and approve its reply. See Reply to reviews.
A weekly routine
- Action center → read Today's priorities. Reply to everything under Needs action now.
- Action center → What to fix this week. Pick one recurring issue and fix it in your business.
- Insights → check Response rate and Negative share. Pick Last 30 days to compare months.
- Competitors → check Rating gap once a month.
Insights tab
| Number | Meaning |
|---|---|
| Overall rating | Your average, out of 5 |
| Review volume | Reviews in the period |
| Response rate | Share of reviews in the period that have a reply |
| Unreplied | Reviews still waiting |
| Negative share | Share of reviews the AI read as negative |
Below: Sentiment split (only analysed reviews count) and Reviews by source. Pick the period: Last 30 days, Last 90 days, Last year or All time.
Action center tab
| Number | Meaning |
|---|---|
| Needs action | Unanswered reviews plus negative reviews not yet resolved |
| Response rate | Share of reviews with a reply |
| Median reply time | The middle reply time |
| Negative open | Negative reviews still open |
| Oldest waiting | Days the oldest unanswered review has waited |
Needs action now lists reviews by priority (Critical, High, Normal), with tags like Unanswered. Click one to open it.
Competitors tab
- Click Add competitor. You'll see: the Add a competitor window.
- Type the business name and city, like "Glow Salon, Pune", and click Search.
- Click Add next to the right result. You'll see: "Competitor added" and a new row in Tracked competitors.
The top shows Your rating, Market average and Rating gap ("ahead of market" or "behind market"). Each row shows Rating, Reviews and Gap vs you. Use the row buttons to refresh a rating or stop tracking. You can track up to 5.
Common problems
Everything is empty. No reviews yet. Start on Connections.
I can't reply or change settings. Only Owners and Admins can.
Competitor search says "Search failed". Live Google search isn't set up for your account yet. Ask Voxido support.