Reputation Management

Reputation helps eligible workspaces request honest customer reviews and monitor supported provider activity. Availability and connected-provider capability can vary by rollout.

Operating modes

• Link-only mode: add a merchant-supplied public review URL and use it as the destination for email or SMS review requests, without connected review synchronization.
• Connected Google mode: where enabled and approved, connect verified Google Business Profile locations to synchronize supported recent review data and publish explicit owner replies.

Configure a review destination

Use the exact review URL for the intended business location. Test it while signed out and on mobile. Confirm it opens the provider’s public review flow for the correct location, not a general search result or administrator page.

Send a review request

Select an eligible customer with a genuine experience and valid consent for the chosen email or SMS channel. Use neutral language that asks for honest feedback. Review destination, sender, recipient, and message before sending.

Do not offer incentives, pre-screen by satisfaction, route unhappy customers away from the same destination, or ask only customers expected to leave positive feedback. Honor opt-outs and contact-frequency limits.

Interpret request status

After a request run, the current send dialog reports immediate sent and failed counts. Treat those counts as the result returned by the send operation, not proof of mailbox or handset delivery. The current Reputation screen does not expose link-click tracking or request-to-review conversion attribution.

Provider review data does not reliably expose the recipient email, phone, or a Spacebrain request token. Do not attribute a specific review to a request based on a similar name or timestamp.

Connect Google Business Profile

Where connected mode is enabled:

1. Start the connection from Reputation.
2. Sign in with an authorized manager of the verified business profile.
3. Review the requested scope.
4. Select the intended account and location.
5. Verify synchronized totals and recent reviews against Google.

Google API access and location eligibility can require provider approval. A zero quota, missing location, or unavailable control can be a provider or rollout constraint rather than a password problem.

Reply to a review

Read the complete review and location context. Draft a concise, professional response without exposing private customer information. Every reply must be deliberately published and confirmed because it becomes public on Google. Do not schedule, bulk-publish, or automatically post replies unless the product explicitly provides a compliant approved flow.

Data and reporting boundaries

Provider review content can have limited synchronization and retention. Google remains the source of truth. Request send results and synchronized provider reviews are separate datasets; do not report a sent request as delivered, clicked, or converted, and do not treat recent synchronized content as a permanent provider archive.

Troubleshooting

If a request was not received, inspect the email or SMS account, consent, destination, provider delivery, and suppression before retrying. Use email account troubleshooting, phone outreach and compliance, and communication troubleshooting for the underlying channel.

If Google data is stale, confirm authorization, location, provider availability, and last synchronization. Disconnecting Google should be paired with provider-side access review when you intend to revoke all authorization; see the connection lifecycle.