Watch: How to reply to Google reviews in SalesThumb (0:48)
SalesThumb splits review management across two pages that look similar but do genuinely different things — mixing them up is an easy point of confusion, so read this before you start replying to reviews.
Reviews page: request tracking + your live Google feed
The Reviews page (Growth & Marketing → Reviews card; there's no Reviews item in the left nav) has two parts. The top half is a log of review *requests* you've sent to customers — it is not the reviews themselves. Each row shows the customer, which platform and channel the request went out on, and a status badge (pending, sent, clicked, reviewed, or failed). Four stat tiles summarize Sent, Clicked, Reviewed, and a Review rate percentage (reviewed ÷ sent). Because SalesThumb can't always detect that a customer actually posted a review, there's a manual "Mark reviewed" button on any request in the sent or clicked state — use it once you've confirmed the review landed.
Use "Send review request" to pick a customer and fire off a one-off request by text or email (whichever contact method they have on file — the option is disabled if that field is empty). If you have customers with an appointment in the last 30 days who haven't been asked yet, a "Send to all eligible" button appears showing the count; it sends up to 100 at a time. If your shop hasn't pasted a Google review link into Shop Settings yet, a banner reminds you — without it, requests fall back to a generic Google search link instead of a direct one-tap link.
Below the request log is a Google Reviews feed pulled from your connected Google Business Profile (Growth plan and up). If GBP isn't connected, this shows a labeled "Demo mode" sample feed instead of real data. When it is connected, you can reply directly here — and this is the one place in SalesThumb where a reply actually posts back to Google. There's also a "Draft reply with AI" option that fills the reply box with an editable draft; it never auto-posts, so you still have to review and click "Post reply" yourself.
Review wall page: the curated public review wall
The Review wall page (header: "Review wall + reply queue"; Growth plan and up) is a separate, curated list that controls what shows on your public booking page and review widget. It is not fed automatically from Google — a Google review only reaches this wall after you click "Feature on my website" on the Reviews page's Google feed. From here you can Feature/Unfeature any review, hide one, or log a testimonial a customer gave you directly via "Add review" (the customer it came from, rating, reviewer name, optional title, body, date, and an optional reference link).
Three rules keep the public wall honest. A review you type in is always shown publicly as "Submitted to" your shop — it can't be labeled Google, Yelp, or Facebook, and it has to be tied to a customer in your customer list. Only a review featured from your Google feed shows the Google label. Hiding a review asks for a reason from a fixed list (spam or fake, abusive or offensive language, wrong business, personal information, conflict of interest, or duplicate); a review can't be hidden just because it's negative. And your public rating and review count include every review on this page except ones hidden for one of those reasons — if a review was hidden before reasons were required, the page asks you to pick a reason or unhide it, and it keeps counting until you do.
A "Needs attention" filter surfaces unhappy, unreplied reviews worst-first, and a "Bulk draft" button will AI-draft replies for up to 20 pending reviews at once — drafts only, nothing publishes until you open each one and approve it.
The Auto review requests card at the very top of the Review wall page switches automatic review requests on or off and sets how long after a job they go out. Sending a request by hand, and the log of requests you have sent, stay on the Reviews page.
The gotcha: replies here don't post anywhere
This is the important part: any reply you save on the Review wall page is stored locally only. It never posts back to Google, Yelp, or Facebook, even for a review whose source is Google. If you open the reply box on a Google-sourced review here, the UI shows an explicit warning and a link back to the Reviews page, because that's the only place a reply actually goes public. If a customer needs a real public response, reply from the Google Reviews feed on the Reviews page — use the Review wall's reply box only for your own internal notes or for reviews you added manually.