Read, Approve, and Respond to Reviews

Read, Approve, and Respond to Reviews

This is where reviews submitted by customers after an appointment appear. You can find the page in the menu under Customers → Reviews (/manager/reviews). It displays the reviews for the location selected at the top of the dashboard.

You can set whether new reviews appear immediately or only after you approve them in the review settings (see “Set Up Reviews and Review Requests”). The Settings button in the top right corner takes you directly there. Click Refresh to reload the list.

Numbers at the Top

A number bar summarizes: “Total reviews”, “Average rating”, “Pending approval”, “Verified reviews”, “Requests (30 days)”, “of which first visits”, and “Reviews from requests”. The last three show how many review requests were sent out in the last 30 days, how many of those were sent to first-time visitors, and how many reviews resulted from them.

Below that, “Rating distribution” shows, by star rating, how many reviews there are and what percentage they represent. It only appears when there are reviews.

Search, Filter, Sort

Above the list are three controls:

• Search field “Search reviews...”: searches for titles, text, and customer names.
• Filter by status: “All statuses”, “Pending”, “Approved”, “Rejected”, or “Hidden”.
• Sort by: “Newest first”, “Oldest first”, “Highest rated”, “Lowest rated”, or “Most helpful”.

The list shows 20 reviews per page; scroll down to see more. If there aren't any yet, it will say “No reviews yet” with a note that customers leave reviews after their appointments are complete.

Reading a Review

Each review has the star rating in a circle on the left, followed by the customer's name, the stars, the status, and the title with the beginning of the text. In addition, if available:

• the labels “Verified” and “Featured”;
• the number of “reports” if someone has reported the review;
• the individual ratings for each service (for example, “Haircut: 5”);
• up to three photos and a “+” with the number of additional photos;
• your response under “Your reply”;
• the date and the number of “helpful” votes.

The colored bar on the left indicates the status: yellow for pending, green for approved, red for rejected, gray for hidden.

Tapping the row opens “Review details” with the full text, the service ratings, all photos (tapping a photo opens it in full size), your reply marked with “Edited” if you've edited it, and the publication date and time. At the bottom of the window are the same actions as in the row menu.

Actions

On a computer, the quick buttons appear when you hover your mouse over the row. On a mobile device, you can open the actions by tapping the three dots on the right side of the row or in the details.

• Approve: Only for reviews with status “Pending”. After that, it says “Review approved – The review is now visible on your public page.”
• Reject: Only for “Pending”. This opens “Reject review”; a reason is required (“Enter rejection reason...”), and only then is Reject active. After that, “Review rejected” appears there.
• Reply: opens “Reply to review” with the “Write your reply...” field. Send reply is only active once something is entered there. After that, it says “Reply sent – Your reply has been published.” If you've already replied, the entry is Edit reply, and you save it with Save (“Reply updated”). Use Delete reply to undo it (“Reply deleted”).
• Feature review: Only for ratings with status “Approved”. Afterward, the rating is marked with “Featured”. Remove from featured undoes this.
• Hide: removes a review from public view without deleting it. It opens “Hide review”; a reason is required (“Enter reason for hiding...”). The customer does not see this reason; it is for your own documentation. Afterward, it displays “Review hidden”, and the review has the status “Hidden”.
• Unhide: For hidden reviews, this appears instead of “Hide”. Afterward, it says “Review restored – The review is visible again.”

You cannot delete a review; you can only reject or hide it.

Frequently Asked Questions

Where can I see ratings that are still waiting for my approval? Check the filter “Filter by status” to “Pending”, or look at the top of the number bar at “Pending approval”.

Why don't I see a button “Approve”? It only appears for reviews with the status “Pending”. If moderation mode is set to “Auto-publish all reviews”, no reviews will appear there. You can set the mode under Settings → Customers → Reviews & requests.

How do I remove an inappropriate review from my page? Tap Hide and enter a reason. The review will remain visible to you and can be restored via Unhide.

I don't see the menu item “Reviews”. It's part of the booking features and is only available starting with the “Komplett” plan.