Every review tells you something about how members experience your business. Your Hub brings your Google reviews and Hub reviews together in one place, and AI reads every one of them to show you what members are saying, what needs your attention, and who on your team deserves credit. ⭐
Connect Your Google Reviews
If your business already has Google connected for other integrations, your Google reviews connect automatically, and all of your existing Google reviews are pulled in.
If Google isn’t connected, you’ll see a banner at the top of your Reviews pages.
- Click Set Up in Integrations, or go to Settings ⚙️ > Integrations > Google.
- Link your Google Business Profile.
Your Google reviews and ratings will then appear on your dashboard and in your reviews table.
Keeping reviews up to date. Reviews sync nightly. For the latest view, click the refresh icon at the top right of any Reviews page. Your last sync time shows right next to it.
Your Reviews Dashboard
Go to Manage > Reviews. You’ll see two pages in the left menu:
- Dashboard for the big picture of your reputation.
- Reviews for the full table of every review.
The Dashboard opens first.
Filter your view
- Use the All / Google / Hub tabs to focus on one review source.
- Use the Location dropdown at the top right to view one location or all of them.
At-a-glance metrics
| Card | What it shows |
|---|---|
| Total Reviews | How many reviews are in view. |
| Average Rating | Your average star rating across those reviews. |
| Response Rate | The percentage of Google reviews you’ve replied to. (Google only, since Hub reviews don’t support replies.) |
| New Last 30 Days | How many reviews came in this past month. |
Checking these regularly helps you spot a dip in volume or rating early, while there’s still time to respond.
AI Summary
A short written overview of what members are saying, with detail on key themes and supporting quotes from real reviews. It’s the fastest way to understand your reputation without reading every review.
The card shows when the summary was last updated and which location it covers.
Theme Tags
AI reads every review, tags the topics mentioned (like Results, Staff Friendliness, or Pricing), and scores each mention as positive, neutral, or negative.
- Each tag shows how many times it’s been mentioned.
- 🟢 Green means more positive mentions than negative.
- 🔴 Red means more negative mentions than positive.
- Click any tag to filter your reviews straight to that topic.
For example, 10 positive mentions of Staff Friendliness and 1 negative shows green. A red tag is your signal to look closer.
Theme tags appear once AI finds recurring topics across your reviews. If you don’t have many reviews yet, you may see a message that no themes have been identified.
Sentiment
Shows how many reviews are positive, neutral, or negative, with a color bar so you can see the balance at a glance. It updates as you change your filters.
Reviews Over Time
This chart tracks your review volume month by month, marks the date your Hub launched, and stacks Hub reviews on top of Google reviews. Use the Time frame dropdown to widen or narrow the view.
It shows exactly how much your Hub has grown your total reviews, and how it lifts your Google reviews too.
The Reviews Table
Click Reviews in the left menu to see every review in one table.
Needs Action and All
The table opens on Needs action whenever something needs your attention. The badge on the tab shows how many items are waiting. Otherwise, everything lives under All.
What lands in Needs action:
- A Google review that still needs a reply.
- A review that mentions a team member and has an AI-suggested attribution waiting for your approval. For example, “Johnny was great to work with” suggests Johnny.
Items move to All after 90 days. Replying to reviews that old isn’t best practice and can cause other issues (see “A note on replying to older reviews” below).
This tab makes sure nothing important slips through the cracks.
Table columns
| Column | What it shows |
|---|---|
| Date | When the review was left. |
| Source | Google or Hub. |
| Rating | The stars the reviewer gave. |
| Sentiment | AI’s read of the review text: positive, neutral, or negative. |
| Review | The reviewer’s own words. |
| Reply Status | Whether a reply exists, is needed, or isn’t applicable. |
| Reply | Your reply to a Google review. |
| Tags | The themes AI found in the review. |
Click the column icon at the top right of the table to choose which columns you see.
Star rating vs. sentiment. These tell two different stories. Sentiment turns negative if anything in the review is negative, even in a mostly glowing 5-star review. That way, you still see the one issue worth fixing.
Not Applicable reply status. This appears on all Hub reviews, since they don’t support replies, and on Google reviews with stars but no text, since replying to those isn’t best practice.
Search and filter
- Search finds any mention. Search “Jamie,” for example, to see every review that mentions Jamie.
- + Add Filter narrows the table by any column, including tag, person, and source.
- The Source and Location dropdowns let you focus quickly.
- Rows per page at the bottom controls how many reviews show at once.
The note at the bottom of the table shows the date AI began analyzing your reviews. Reviews before that date won’t have sentiment or tags.
Review Details
Click any review to open its detail page. Everything about that review lives here: location, source, rating, sentiment, tags, reply, sharing, and attribution.
Reply to a Google Review
- Open a review that needs a reply and read the AI-suggested reply.
- Clinical businesses see a Passed HIPAA compliance check label on the suggestion.
- All other businesses see a general compliance check label.
- Click Copy & go to review. The reply is copied to your clipboard and the review opens in Google.
- Paste the reply in Google and post it.
- Back in your Hub, click Mark as confirmed.
Google replies don’t sync instantly, so Mark as confirmed updates the status right away. The nightly sync then pulls in your actual reply. The suggestion stays saved, so you can come back and use it later.
A note on replying to older reviews
When you reply to a Google review, Google notifies the reviewer, and they can edit their review. If they do, Google updates the review date, which means an old negative review can jump back to the top as “new.” A reply months later can also bring an old bad experience back to mind.
Our guidance:
- Reply within a few days whenever you can.
- For older positive reviews, a short thank-you is fine.
- For older negative reviews, think twice. If you do reply, keep it short and general, and invite them to call your office.
- It’s okay not to reply to every review.
Learn more in Google’s help article on how replies work.
Give Your Team Credit
When a review mentions a team member, you’ll see AI suggested: [name] with a Give attribution button. Click it to give that team member credit.
You can also attribute a review manually at any time. If a member raves about “the girl in the purple glasses at the front desk” and that’s clearly Anna, give Anna the credit she earned. 🙌
Recognizing staff by name reinforces exactly the behaviors your members love.
Connect a Google Review to a Member
Google reviewers appear by their Google display name (for example, “Jamie C”). If your team recognizes the reviewer, attribute the review to the member (for example, Jamie Colton). The review then appears on that member’s profile. Do this by clicking on the review details and scrolling down to Attribution.
Publish and Feature Reviews on Your Member Portal
From the review detail page, you can share any Google or Hub review:
- Share on member portal to publish it on your public Hub portal.
- Feature to highlight it front and center.
Featuring your best reviews puts your strongest proof right where prospective members are deciding whether to trust you.
Your member portal shows your total Hub rating and total Google rating separately, and labels each review as a Google or Hub review. Reviewer initials aren’t displayed, to keep your portal compliant.
Share Reviews on Social Media
Auto-publish reviews
- Go to Settings ⚙️ > Other Settings > Social Media.
- Toggle Reviews on.
- Click Edit Default Channels, choose where reviews should post, and click Save.
Once a review is published, it’s scheduled to post to your channels the next day. Before it goes live, go to Social Media Manager > Scheduled to:
- Add hashtags or a custom caption
- Reschedule the post
- Delete it if you’d rather it didn’t post
Schedule one review at a time
Prefer to hand-pick? Turn auto-publish off, then open any review and click Schedule to social media. The post is pre-filled for you, so it takes seconds. This is also the way to share an older review.
See Reviews on a Member’s Profile
A member’s Google and Hub reviews appear right on their profile. The profile snapshot shows a review indicator: No review, or the source (Google or Hub) plus their star rating. Click through to see the full review.
Knowing how a member feels before you interact with them helps your team personalize every conversation.
FAQs
Do I need to connect Google?
If Google is already connected for other integrations, your reviews connect automatically. If not, go to Settings ⚙️ > Integrations > Google to link your Google Business Profile.
How often do reviews update?
Nightly. Click the refresh icon at the top right of any Reviews page for the latest.
Why can’t I reply to Hub reviews?
Replies are only available for Google reviews, which is also why Response Rate counts Google reviews only.
Why is a 5-star review marked negative?
Sentiment reflects the review text. If any part of it is negative, it’s flagged so you can address it.
Why doesn’t this review have a suggested reply?
Hub reviews and Google reviews with stars but no text don’t need a reply, so they show Not Applicable.
Why don’t some older reviews have sentiment or tags?
AI analysis starts from the date shown at the bottom of your reviews table.
Why don’t I see any theme tags?
Theme tags appear once AI finds recurring topics across your reviews.
Why did a review leave Needs action?
Items move to All after 90 days, since replying to older reviews isn’t best practice.
I posted my reply, but it still shows as needing one.
Click Mark as confirmed. The nightly sync will pull in your actual reply.
What do green and red tags mean?
Green means more positive than negative mentions of that topic. Red means more negative.
Can I auto-publish reviews to social media?
Yes. Turn on Reviews under Settings ⚙️ > Other Settings > Social Media, or turn it off and schedule reviews one at a time.
How do I reward members for leaving a review?
Review rewards are set up with Automations. Click here to learn how to set up Hub reviews and review rewards.
Every review is a member saying “you matter to me” out loud. Hear it, share it, and let your community do what it does best. ✨