Navigating Your Reviews

The Reviews page is your central hub for reading and managing customer feedback from all connected platforms. Learn how to efficiently browse reviews, use filters to find specific feedback, and leverage AI-powered features.

Prerequisites

• Active Reputic account
• At least one connected review source with imported reviews

The Reviews Page Layout

The Reviews page uses a two-panel layout:

• Left Panel: A scrollable list of all your reviews
• Right Panel: Detailed view of the currently selected review

This layout lets you quickly browse through reviews while seeing full details without leaving the page.

Understanding the Review List

Each review in the list shows key information at a glance:

• Platform Logo: Identifies the source (Google, TripAdvisor, Booking.com, etc.)
• Reviewer Name: The customer's name or "Anonymous" if not provided
• Date: When the review was posted
• Sentiment Badge: POSITIVE or NEGATIVE, determined by AI analysis
• Review Preview: The first few lines of the review text
• Star Rating: The score on a 1-5 scale

Click any review in the list to see its full details in the right panel.

Filtering Reviews

Use filters to quickly find specific reviews. Click Show Filters to reveal the filter options:

Score Filter

Filter reviews by star rating:

• All Scores: Show all reviews regardless of rating
• 5 Stars: Only excellent reviews
• 4 Stars: Very good reviews
• 3 Stars: Average reviews
• 2 Stars: Below average reviews
• 1 Star: Poor reviews

Sentiment Filter

Filter by AI-detected sentiment:

• All: Show all reviews
• Positive: Reviews with positive overall sentiment
• Negative: Reviews with negative overall sentiment

Source Filter

Filter by review platform:

• Select any of your connected platforms to see only reviews from that source
• Useful when you want to focus on a specific platform's feedback

Active Filters

When filters are applied, you'll see them displayed below the filter bar. Click Clear All to remove all filters, or click the X on individual filters to remove them one at a time.

Review Detail Panel

When you select a review, the right panel shows complete information:

Review Header

• Sentiment Badge: POSITIVE or NEGATIVE classification
• Reviewer Name: The customer who left the review
• Date: When the review was posted
• Platform Logo: The source platform

Star Rating

A visual star display shows the overall rating along with the numeric score (e.g., 4.0).

Full Review Text

The complete review content is displayed, giving you full context for the customer's feedback.

Detailed Scores

For platforms that support subcategory ratings (like Google Hotels or TripAdvisor), you'll see breakdown scores for categories like:

• Rooms
• Service
• Location
• Cleanliness
• Value

Owner Reply

If the business has already responded to the review on the original platform, that reply is displayed here.

AI-Generated Reply Suggestion

Reputic's AI generates a suggested response tailored to each review. The suggestion:

• Addresses the reviewer by name
• Acknowledges their specific feedback
• Maintains a professional, friendly tone
• Thanks them for positive feedback or addresses concerns for negative reviews

Click Copy to copy the suggestion to your clipboard, then paste it into the review platform to respond.

Extracted Insights

The AI automatically extracts key insights from each review:

• Category: The aspect being discussed (Service, Room, Location, etc.)
• Sentiment: Whether this specific insight is Positive or Negative
• Description: A brief summary of the insight
• Quote: The relevant excerpt from the review

Pagination

At the bottom of the review list, pagination controls let you navigate through all your reviews. The header shows your current position (e.g., "Showing 1-10 of 365").

Sharing a Specific Review

Each review has a unique URL. When you click on a review, the page URL updates to include that review's identifier. You can copy this URL to share or bookmark a specific review.

Tips

Pro Tip: Use the Sentiment filter set to "Negative" to quickly find reviews that need immediate attention. Responding promptly to complaints can turn unhappy customers into loyal advocates.

Pro Tip: Review the AI-suggested replies carefully before posting. While they're a great starting point, adding a personal touch makes your response feel more genuine.

Pro Tip: Check the Extracted Insights across multiple reviews to spot patterns. If "slow service" appears in several negative reviews, it may indicate a systemic issue worth addressing.

Pro Tip: Filter by Source to compare how your business performs across different platforms. You might notice that certain platforms attract different types of customers with different expectations.

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