The Reviews Suite in Chatavise helps you view, filter, respond to, and organize customer feedback across multiple review platforms — all from one central location. This article walks you through using the Reviews page, connecting review sites, managing responses, and collaborating with your team.


1. Accessing and Connecting Review Sites

Navigating to Reviews

To get started, open Reviews from your Chatavise dashboard. This is where you’ll see all connected reviews from integrated platforms like Google (with others such as Facebook, Yelp, and BBB coming soon).

Connecting Review Platforms

  1. Click Manage Sites at the top of the Reviews page.

  2. You’ll see available integrations (e.g., Google, Facebook).

  3. Click Manage next to a platform and follow the prompts to connect your account.

  4. Once connected, Chatavise will automatically begin importing your reviews.

Each connected site will sync reviews periodically and allow you to manage them directly inside Chatavise.

2. Viewing and Filtering Reviews

Review Views

  • List View: A simple vertical list of all reviews.

  • Table View: A more data-centric layout with sortable columns.

Switch between these views as preferred. If you’d like to see other layout options, share your feedback through the Help icon.

Filtering Reviews

At the top of the page, use filters to narrow down your view:

  • Date range (Today, This week, All time, Custom)

  • Review site (Google, Sounding Board, etc.)

  • Rating (positive, neutral, or negative)

  • Assigned user (team member attribution)

  • Location (if you manage multiple business locations)

You can pin filters for quick access or clear all filters with one click.

3. Understanding Review Details

Each review entry displays:

  • Reviewer name and origin (e.g., Google)

  • Star rating and comments

  • Business location

  • Status: Open, Responded, Removed, or Do Not Respond

  • Assigned team member

You can click any review to view its full details and manage it directly.

4. Responding to Reviews

When you click View, a detailed panel opens:

  • Reply to Google and Facebook reviews directly from Chatavise.

  • For other sources (like Sounding Board), you can record internal notes or mark actions.

How to Reply

  1. Click View → Post Reply.

  2. Type your message and send — your reply is published directly to Google or Facebook.

  3. Chatavise records the interaction and updates the review status to Responded.

5. Tagging, Notes, and Mentions

Within a review:

  • Tags: Categorize reviews (e.g., “No comment,” “Follow-up needed”).

  • Notes: Add internal remarks visible only to your team.

  • Mentions: Type @ followed by a teammate’s name to notify them by email and link them directly to that review.

Example:
@Rob This customer didn’t leave feedback — can you follow up?

6. Team Attribution and Collaboration

Chatavise can automatically assign reviews to team members using integrations with your business tools (e.g., HubSpot, Housecall Pro, Jobber, Calendly).
When enabled:

  • Reviews are attributed to the technician or employee who handled the job.

  • Credits appear in team performance dashboards and leaderboards.

You can also manually assign reviews by clicking Assign User or Remove Assignment as needed.

7. Tracking Review History and Updates

  • Previous Versions: If a reviewer edits their review (e.g., updates from 3 stars to 5), Chatavise preserves both versions with timestamps.

  • Matched Customer Information: If Chatavise can identify the reviewer from your CRM or text history, click their name to open the corresponding chat thread for more context.

8. Managing Sounding Board Feedback

Sounding Board reviews are internal feedback posts (not public). You can:

  • Mark feedback as Needs Attention or Resolved.

  • Leave internal actions, such as:
    “Just spoke with this customer — issue resolved.”

These updates sync to the customer’s Chatavise profile, maintaining a unified record of communication.

9. Best Practices for Review Management

  • Respond quickly — prompt replies show customers you care.

  • Stay consistent — use brand-approved templates for tone and accuracy.

  • Tag and filter — use tags for trend tracking (e.g., “Service quality,” “Response time”).

  • Collaborate efficiently — use notes and mentions to keep team members informed.

  • Leverage automation — integrate workflows to auto-assign, auto-respond, and track results.