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Overview

The Reputation feature supports two modes (configured at the partner level):
  • With Private Direct Feedback: Collect private feedback from all customers via email/SMS, then route satisfied customers to leave public Google reviews
  • Without Private Direct Feedback: Send customers directly to Google Business Profile to leave public reviews

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How It Works

  • With Private Direct Feedback
  • Without Direct Feedback
1

Send Feedback Request

Send private feedback request via email/SMS to collect ratings and comments.
2

Follow-up

Optionally send reminder if no response received.
3

Request Public Reviews

Request satisfied customers to leave Google reviews with duplicate prevention.
4

Public Review Follow-up Reminder

Optionally send reminder for Google review request if no review left after initial request.
5

Manage Review Responses

Generate and send replies to customer reviews.
Key Details: - Feedback requests sent to all customers, including those with existing Google reviews - Manual Google review linking available to prevent duplicate Google review requests

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User Onboarding

1

Connect Google Business Profile

Connect Google Business Profile account for review monitoring and direct review links.
2

Map Business Locations

Link business locations to Google Business Profile locations.
3

Configure Channels

Set up email/SMS for automated communications.
4

Customize Branding & Preview (Optional)

Add logo, colors, and brand name. Preview all communication requests (feedback requests, follow-ups, review requests).
5

Activate

Enable the system to begin sending communications.

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Integration

1

Embed the Reach UI

Use IFrame with feature: 'reputation'. See Embeddable UI and Initializing the SDK.
2

Sync Location Data

Share business location information for Google Business Profile mapping. See Data Sharing.
3

Sync Customer Data

Share customer identifiers and transaction data for automated communications. See Data Sharing.
Configuration mode (with or without private direct feedback) is set at the partner level. Contact the Reach team to configure this.