Responses, follow-up and reviews

Responses lists every answer. A low score is flagged Needs follow-up and the people on your alert list get an email right away. Open the response, reach out if they said it's OK, add a note about what you did, and mark it resolved.

After answering, everyone sees your review links — whatever their score. Asking only happy customers for reviews is against Google's rules and U.S. law, so the wording changes with the score but the links are always offered.

Reviews keeps your public reviews in one place and helps you draft replies. For healthcare practices it warns you if a reply would reveal that the reviewer is a patient.