SalesThumb splits review management across two pages that look similar but do genuinely different things — mixing them up is the single most common point of confusion, so read this before you start replying to reviews.
Reviews page: request tracking + your live Google feed
The Reviews page (Reviews 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. 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.
Reputation page: the curated public review wall
The Reputation page (labeled "Reviews + reply queue" in the header) 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/Unhide spam or off-topic ones, or manually log a testimonial via "Add review" (source, rating, reviewer name, optional title, body, date, and an optional source link).
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 gotcha: replies here don't post anywhere
This is the important part: any reply you save on the Reputation 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 Reputation page's reply box only for your own internal notes or for reviews you added manually.