Customer reviews: collecting, approving and replying
Send a review link from a sales card, confirm, reject or hide incoming reviews and write replies; confirmed reviews are published on your online booking page.
Last updated: 7 October 2026
Customer Reviews is the page where you manage the star ratings and comments your customers leave. Open My Business → Customer Reviews in the left menu; the page header says Comments and the list header says Customer Reviews. The reviews you confirm are published on your online booking page.
Reviews on your Google Business Profile are not managed here but under Messaging → Google Reviews, while your Google Business Profile is connected.
Collecting reviews
Reviews come in through a personal review link that you send to the customer. You can send the link in two ways:
By hand: click Create Review Link on the sales card detail. Copy the link in the Review Link Created window with Copy and send it to the customer over SMS, WhatsApp or any other channel. The link is valid for 7 days. This needs permission to update reviews or to update sales cards.
Automatically: use the review link variable in a message set up in Automations with the "appointment completed" trigger; the link is created afresh for every send and is also valid for 7 days.
When the customer opens the link they see the Review Form: a star for the Overall Rating is required (without a star it says “Please give a rating” and the submit button stays disabled); they can leave Your Review (Optional) empty; they can tick Submit anonymously if they wish, and then click Submit Review.
Only one review can be left per sales card. If the customer opens the link again after reviewing, they see a “Thank you!” page; Create Review Link no longer produces a new link for that sales card either, and the panel only shows a general warning. A customer opening an expired link sees a notice that the link wasn't found or has expired; create a new link and send it.
Instead of sending review requests by hand, you can set up an automatic review invitation in the Automations module with the "appointment completed" trigger — the response rate rises noticeably.
Approving reviews
Every incoming review starts as Pending and is not visible on your site. Pending reviews are also listed on the Comments tab of the Pending Approvals panel in the top bar. You change the status by clicking the status button on the review card (e.g. Pending) and choosing from the menu:
Confirm: the review is published on your site; its status becomes Approved.
Reject / Hide: the review is not shown on your site; its status becomes Rejected or Hidden. Both have the same effect; the difference is only for your own tracking. You also use them to take down a review that was already published.
Pending: puts the review back among those awaiting approval.
You can change the status again at any time; status changes are not notified to the customer. Reviews can't be deleted from the panel: you close a review you don't want published with Reject or Hide.
You can filter the list by Status, Rating and source (the filter is labelled Resource). Source values: Sales Card (reviews that came through a link sent for a sales card; you may have sent it from the sales card detail, or an automation may have sent it), Appointment (reviews that came through a link an automation sent for an appointment without a sales card) and General. The card shows the customer, the stars, the source, the review text and the date of the review; a review that came through a link you created on the sales card detail also shows the staff member on the sales card. Reviews that came through a link carry a green tick (Verified Purchase).
Anonymous reviews
On your site the initials of the customer's first and last name are shown instead of the name (e.g. A.... Y....); the photo is not shown.
On the Customer Reviews page the customer's real name is shown with an Anonymous badge. In the Pending Approvals panel the name is hidden: the mobile app shows Anonymous and the web panel shows “Anonim”.
Replying
Write your reply with Reply under the review and click Send. You can use bold, italic, underlined text and lists in the reply. Your reply appears on the card under “Your reply:”. To change it, click the pencil icon at the top right of the reply (hovering over it shows Update Reply), edit the text and click Update. The Comments tab of the Pending Approvals panel also has a Reply button.
On your site the reply appears under the review with the heading “İşletme yanıtı” (business reply); who wrote it and the reply date are not shown. The date on the card is the date of the review. A reply you write to a review that isn't confirmed doesn't appear on the site until the review is confirmed. The customer isn't notified of the reply.
A reply can be at most 1000 characters; formatting such as bold text and lists also counts towards this limit. A reply over the limit isn't saved and the panel only shows a general warning; shorten the reply and send it again.
Where do reviews appear on your site?
The “Yorumlar” (reviews) section of your home page shows the average rating, the total number of reviews and the three highest-rated approved reviews (newest first among equal ratings). With more than three approved reviews, a “Tüm yorumları gör” (see all reviews) link opens the “Müşteri Yorumları” page listing all reviews.
The “Müşteri Yorumları” page shows the average rating and the star distribution; visitors can filter the reviews by stars and sort them by newest, highest rating or lowest rating.
Only reviews with the Approved status appear on the site, and only approved reviews count towards the average rating.
Users with permission to view reviews can open the Customer Reviews page; changing the status needs permission to update reviews, and writing a reply needs permission to reply to reviews. The business owner can do all of these.
Replying to a negative review is often more effective than hiding it: visitors see that the business cares about the problem. Reviews you do not want published can simply be rejected.
The mobile app has no full list of customer reviews and no filters; you manage reviews awaiting approval on the Pending Approvals screen. To see approved reviews, change their status later or reply to them, use the My Business → Customer Reviews page in the web panel.
- 1Open Pending Approvals
Tap the check-mark icon in the top bar (if there are pending requests, an orange number appears on it) and switch to the Comments tab. The tab lists only reviews with the Pending status; each card shows the customer, the stars, the source, the review text, the date and, if there is one, the staff member.
- 2Change the status
Tap the Pending button at the top right of the card; from the Change Status menu choose Confirm, Reject or Hide. A confirmed review is published on your online booking page; a review you act on leaves this list.
- 3Write a reply
Tap Reply, write your reply in the Reply to Comment window and tap Send. You can open your reply with the pencil icon on the card and change it with Update.
For a review submitted anonymously the card shows Anonymous instead of the customer's name.
On mobile the reply is plain text and can be at most 1000 characters.
Reject and Hide have the same effect: the review isn't shown on your site. Status changes and replies are not notified to the customer.
Changing the status needs permission to update reviews, and replying needs permission to reply to reviews; without it nothing happens and a warning appears.
Review link
The menu you open with the ⋮ button at the top right of a sales card's detail has a Send Review Link option. This option shows “The link could not be created.” without sharing a link. Create the review link with Create Review Link on the sales card detail in the web panel and copy it. Review links sent by automations are not affected.