Why it matters
Reviews are critical for trust, visibility, and customer feedback. Whippy lets you request reviews directly from conversations and, when connected to Google My Business, automatically track, respond to, and analyze reviews in one place. Setting this up correctly ensures reviews flow back into Whippy without manual work.
Key Concepts
Review request template: A message template specifically marked for requesting reviews.
Template variables: Dynamic fields, such as contact name, used to personalize review requests.
Set as Review Request: A template setting that flags a template as a review request.
Google My Business connection: An organization-level integration that allows Whippy to sync, track, and respond to Google reviews.
Reviews inbox: The area in Whippy where incoming reviews are collected and managed once Google My Business is connected.
Step-by-Step: Connect Google My Business
Before sending review requests, connect your Google My Business account.
Open Settings.
Go to Organisation settings.
Click General.
Select Connect to Google My Business.
Follow the prompts to sign in to your Google account.
Choose the Google Business Profile you want to connect.
Confirm the connection.
Once connected, Whippy can automatically:
Track incoming Google reviews
Display reviews in Whippy
Support automated and manual review responses
Provide review analytics
Step-by-Step: Create a Review Request Template
Open Settings and go to Templates.
Click Add template.
Enter the message you want to use for your review request.
Insert template variables to personalize the message.
Enable Set as Review Request.
Save the template.
This template will now appear as a review request option when sending messages.
Step-by-Step: Send a Review Request
Open the Omnichannel Inbox.
Open the conversation with the contact you want to request a review from.
Click Insert template in the message editor.
Select your review request template.
Review the message and confirm variables are correct.
Send the message.
The contact receives a review link tied to your connected Google Business Profile.
How Reviews Appear in Whippy
When Google My Business is connected:
Incoming reviews appear in the Reviews section.
Each review is linked back to the contact where possible.
You can view review content, ratings, and timestamps.
Reviews can be responded to directly from Whippy, depending on configuration.
Tips and Best Practices
Connect Google My Business before sending review requests to ensure reviews sync correctly.
Keep review request messages short and clear.
Personalize requests using variables to improve response rates.
Create different review request templates for different use cases or channels.
Send review requests shortly after a completed interaction for best results.
Troubleshooting
Issue | Possible Cause | Fix |
Review request template not visible | Template not marked as a review request | Edit the template and enable Set as Review Request |
Reviews not appearing in Whippy | Google My Business not connected | Verify the connection in Organisation settings |
Variables not populating | Missing contact data | Update the contact record and resend |
Cannot respond to reviews | Permissions issue | Confirm Google account access and organisation permissions |