Why Reputation Management Matters
If you run a local business, your online reputation can make or break customer trust. People search for reviews before making decisions, and if your Google My Business (GMB) or Facebook page lacks positive reviews, you’re likely missing out on potential customers.
Not only does a strong review profile attract more customers, but it also helps your business rank higher in local searches. The problem? Manually requesting reviews is time-consuming—which is where GoHighLevel’s automated review system comes in.
With this system, you can:
Automatically request reviews via SMS and email.
Balance reviews between Google & Facebook to strengthen both platforms.
Use AI-generated responses to reply to reviews instantly.
Create a QR code for in-person review collection.
Step 1: Connect Your Google & Facebook Accounts
Before setting up automated review requests, you need to connect your Google My Business (GMB) and Facebook accounts.
How to Connect Your Accounts
Go to Settings (bottom left in GoHighLevel).
Under Integrations, connect your Google account.
Important: Use the Google account linked to your Google My Business profile.
Connect your Facebook account, ensuring it’s linked to your business page.
Once these accounts are connected, GoHighLevel can track and manage reviews from both platforms.
Step 2: Navigate to Reputation Management
Now that your accounts are connected, head to the Reputation tab in the left-hand menu.
Here, you’ll see:
Your average review rating
The number of review requests sent & received
A breakdown of reviews by platform
This dashboard within a dashboard gives you instant visibility into how your business is performing in terms of online reviews.
Step 3: Automate Review Requests
AI Review Responses
Decide whether you want AI to handle review responses for you:
Auto Mode: AI responds automatically based on your settings.
Suggestive Mode: AI suggests responses, and you approve them before posting.
Manual Mode: You or a team member manually respond to each review.
If you enable Auto Mode, you can choose:
Which platforms AI will respond to (Google, Facebook, or both).
Which star ratings should get automatic replies (e.g., only 4-star and above).
How long after receiving a review the AI should wait before responding.
Setting Up Review Requests
Now, it’s time to configure your automated review request messages.
Review Link Management
Choose whether to send review requests to Google, Facebook, or both.
Turn on Review Balancing to alternate between platforms.
Verify that your Google & Facebook review links are correct.
SMS Review Requests
Enable SMS review requests and customize the message.
Add an image or logo if desired.
Set a delay before sending the request (e.g., immediately, 1 hour, 3 hours).
Choose how often to follow up if they don’t leave a review (e.g., every 3 days, max 2 retries).
Email Review Requests
Enable email requests and customize the email template.
Set the subject line (e.g., “We value your feedback!”).
Define how often to retry sending the email (e.g., every 3 days, max 3 retries).
Open the email builder to fully customize the email design.
💡 Pro Tip: In both SMS and email templates, use merge tags to personalize the message with the customer’s name or your company name.
Step 4: Using QR Codes for Reviews
If you have an in-person business (restaurant, salon, contractor, etc.), a QR code can help collect more reviews on the spot.
To generate a QR code:
Go to the QR Code section under Reputation Management.
Customize the design and add your company logo.
Print it and place it in a visible spot (front desk, invoice, service vehicle, etc.).
Customers can scan the QR code and leave a review instantly!
Step 5: Handling Spam Reviews (Optional)
If you’re worried about spam reviews affecting your reputation, GoHighLevel allows you to detect and filter fake reviews automatically.
By enabling Spam Detection:
Spam reviews won’t count towards your average rating.
AI won’t respond to flagged reviews.
You can manually override the system’s spam detection if needed.
What’s Next?
Now that your review request system is set up, it’s time to automate the process so reviews are requested at the right time.
In the next guide, we’ll cover:
How to set up automations to request reviews at the right moment.
How to trigger review requests based on completed jobs, purchases, or appointments.
How to track review trends and improve response rates.