Drafts appear in the Inbox under Needs you. Each one shows the review and a suggested reply.
- Post reply — sends it to Google as it is.
- Edit — opens the reply so you can change any word. Click Done when finished, then Post reply.
- Generate new — writes a fresh version if you'd like a different angle.
- Skip — no reply will be posted. You can undo this later.
Tips for low-star reviews
- Thank them, name the problem, and say what you're doing about it.
- Move the details offline: invite them to call or email you.
- Never argue, and never share private details — especially in healthcare.
Need inspiration? See reply templates for your industry or our guide on how to respond to negative reviews.