The HQ Reviews page puts every location's reviews in one list: Google reviews and reviews a location entered itself. HQ can reply, hand a review to the location, and get alerted about bad ones. It's part of the HQ add-on.
Where to find it
In the HQ sidebar, click Reviews under Franchise Ops.
Four tiles at the top show Reviews, Average rating, Not replied, and 1-2 stars, not replied.
HQ owners and admins can reply and hand reviews over. Everyone else with HQ access can look but not change anything. A franchise viewer only sees their own location's reviews.
Filtering the inbox
Use the filters above the list:
- Location (All locations or one)
- Source: All sources, Google, or Entered by the shop
- Status: Any status, Handed to location, or Not handed over
- Rating: Any rating, 1 star, 2 stars or less, or 3 stars or less
- Not replied only
Each review shows its stars, the location, and badges like Needs attention, Replied or Handed to location.
Replying as the location
- Click Reply on the review.
- Type a reply, or click Draft with AI to get a draft you can edit. AI drafts count against that location's AI allowance.
- Click Post reply.
A reply to a Google review is posted publicly on Google as the location. A reply to a review the shop entered is saved with it.
Handing a review to the location
- Click Hand to location.
- Add an optional note. The location gets it by email.
- Click Send to and the location's name.
The review then shows Handed to location and your note.
Bad-review alerts
The Bad-review alerts card emails HQ owners and admins when a location gets a new review at or below a rating you pick.
- Turn the switch on.
- Pick the rating: 1 star, 2 stars or less, 3 stars or less, or 4 stars or less.
Only reviews written after you turn it on are sent. The card shows the date it was turned on.
Related
Frequently asked questions
Q: Who gets the bad-review alert emails?
A: HQ owners and admins. Only reviews written after you turned the alerts on are sent.
Q: Does an AI draft use HQ's AI allowance?
A: No. Draft with AI counts against the AI allowance of the location the review belongs to.
Q: Can a location's own staff see this page?
A: A franchise viewer with HQ access sees only their own location's reviews, and can't reply or hand reviews over from here.