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Replying to reviews, the good and the bad, shows future customers you care, and it helps you show up on Google. Hiveku brings your reviews into one inbox, helps you write replies, and can draft a reply for every new review for you to approve. This guide uses the reviews of Locus Digital, a marketing agency with a Google profile connected. Reviewers’ names are hidden in the pictures.

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See how you’re doing

Click Marketing in the left rail, then the Reviews & Reputation card. Overview shows how many reviews you have, your average rating, how many you’ve replied to and how many review requests you’ve sent.
Reviews and reputation tabs with Reviews outlined; Reviews 19, Average rating 5.00, Response rate 100%, 19 of 19 replied, outlined, and Requests sent 1

19 reviews, all answered

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Read your reviews

Click Reviews. Every review is listed, newest first, with its stars, where it came from and your reply. Click Needs reply to see only the ones you haven’t answered, or 3 stars and below to deal with unhappy customers first.
Filters All channels 19 and Google 19; All, Needs reply, outlined, and 3 stars and below; a five-star Google review with the reviewer's name hidden, Save as testimonial outlined, and Your reply below it

A review and its reply

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Reply to a review

On a review without a reply:
  1. Click Draft with AI. The AI writes a reply in your voice, mentioning what the customer said.
  2. Read it, and change anything you’d say differently.
  3. Click Post reply. The reply appears under the review on Google straight away.
Prefer to write it yourself? Click Reply and type in Write a public reply. Replies are public, so keep them friendly and never share private details about the customer. Some review sites don’t let other apps post replies. For those, Hiveku says so and links to the review so you can answer there.

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Save the best ones as testimonials

Click Save as testimonial on a review you’d like to show on your website. It’s added to Testimonials, where you choose where it appears. See Collect Reviews and Testimonials.

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Have a reply drafted for every new review

Click Settings and scroll to Auto-response rules. Click Add rule, choose the star range, such as 4★ to 5★, and what should happen:
  • AI draft for approval: a reply is drafted and waits for you to check and post it.
  • Auto-post: the reply is posted straight away (Google only).
Auto-response rules: First matching rule wins, Draft queues an AI reply for your approval, Auto-post publishes immediately, Google only, keep low ratings on Draft; a rule 4 stars to 5 stars, AI draft for approval, outlined; and Add rule

Draft a reply for 4 and 5 star reviews

Click Save settings. Keep low ratings on AI draft for approval: an unhappy customer deserves a reply a person has read.

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Good to know